Nikola has been working as business developer in multitude industries before founding the firm in 2007. He’s been managing projects and working for international clients like USAID, EVN, EU and T Mobile for more than ten years now. Coming from the research industry, Nikola is responsible for the outsourced research projects dealing with the top clients working with us.
As Key Account Manager Vlado is responsible for managing a portfolio of key accounts, delivering client-focused solutions based on the customer needs. Also is in charge of maintaining connections with clients through constant improvement and enhancement of cooperation, ensuring the timely and successful delivery of solutions according to the customer needs and objectives.
Jovanka works with call center management to ensure that all member services representatives offer consistently outstanding service in all customer interactions through monitoring and coaching. Her main responsibility is to plan, coordinate and direct quality assurance activities designed to promote outstanding customer service. The QA Manager provides feedback to call center team leaders and managers, prepares weekly quality reports regarding the performance of the agents.
Goran is directly responsible for the overall administration, coordination and evaluation of the human resource function. Goran has more than 10 years of experience as filedwork manager in research firms and the State Statistical Office where he managed some of the biggest teams in the country. He is also in charge of management, planning and organizing the process of recruitment and selection of agents, implementation of training and development programs.
Daniela is the person who is responsible for managing a team of agents. Our Team Leader’s job is to ensure whether individual agents are performing against targets, reviewing their performance and coaching/training them to do so. As a Team Leader Daniela is responsible for keeping the agents informed of what is happening in the centre and anything that may impact on the agents. Also she is involved in the recruitment of new agents or working on specific projects for the centre. With a background in managing Call Center teams, she is more than able to identify potential areas for improvement within the Customer Service arena.