Ivan Dragic

- responsible for account operations and scheduling - working with several departments in ensuring that KPIs are met - generate and publish reports

- Overseeing the service delivery and making sure the project met all deadlines - Monitoring and forecast calculation of KPIs - Routines improvement and monitoring the quality of the project - Managing first contacts for new hires (CV reviews, phone interview) - New Hire training - Leading and supervising a shift of 50 people on a daily basis - Continuously communicating with our client and other departments at Transcom - Monitoring the quality of a team of agents

- Supervising a team of fifteen people - managing collection tasks for our client (european bank) - creating statistics and forecast - Communicating directly with the client - Deadline control

- CSR for a client (european bank) - Inbound and backoffice

- Supervising and managing a team of twenty people - oragnisation of tasks - calculating forecasts on when certain jobs will be finished- communication with the supervising engineer