Zuzanna Wos

Responsible for recruitment and global service delivery of clinical staff across multiple Clients as well as:

• Business Operations
• Client Experience
• Project Management
• IT Service Desk
• Sales pipeline reviews and Client onboarding

Achievements:

• Built foundations for service delivery and a mechanism allowing future growth by developing & standardising processes focused on efficiency gains
• Developed global service delivery strategy, clinical operating model and continuous improvement plans for key Clients
• Coordinated large scale projects with successful outcomes and savings up to 3 millions per year

Company Overview: Majorel has rebranded from a former Arvato CRM Solutions in 2018 and has been acquired by Teleperformance in 2023

• Owed and enabled the world class service delivery of the Trust & Safety content moderation department for a Big Tech company
• Managed +1400 staff across four locations [Ireland, Poland, Portugal and Casablanca] that support 12 Client Products (in roles such as content reviewers, privacy specialist, researchers & investigators) and across >27 markets
• Owner of the Trust & Safety operations (incl. OKRs, SLAs, KPIs, dashboards ) and its strategy
• Built and maintained trustful relationship with senior Client management
• Management of Quality Team
• Change, Risk and Incident Management
• Leader of numerous change projects
• Budget & cost control management
• Service Improvement Plan management
• LEAN Program management focused on a minimum 5% yearly efficiency gains
• Presenter at the Majorel Leadership Program
• Member of the Trust & Safety Employee Wellness Committee
• Member of the Majorel Innovation Directors Den Panel
• Member of the Majorel Innovation Hackathon Panel
• Member of Roundtable Collaboration Sessions for Majorel key Big Tech accounts
• Member of the Majorel Trust & Safety Content Moderation Summits
• Management of the engagement budget with >800 events per year
• Key player in strategic decision making across all LOBs
• Collaboration with other Trust & Safety BPO companies

Achievements :

• Won 700% headcount growth in Trust & Safety and launch of three new locations [Lisbon in Portugal, Casablanca in Morocco and Gdansk in Poland]
• In 2012 Majorel named by Everest Group as a Global ‘Leader' in Trust and Safety – Content Moderation Services
• Received The Best Operations Award & The Best Innovation Award [Client Innovation Summit 2H 2017/Q1 2018]
• Expanded of account portfolio by adding new Products and role types: privacy specialists, researchers and investigators roles
• Developed and successful launched Employee Wellness Framework 1.0 and 2.0
• Developed 'The Great Retention' program resulting in attrition lower than industry standard
• Designed & deployed matrix management - Product & Location management structure with 7 Operations Managers
• Development and launched global recruitment location optimization delivering savings of 3M / year
• Contributed to the Great Place To Work [Majorel Krakow & Dublin]
• 100% SLA attainment on >600 SLAs two years running
• Delivered avg. 0.85 Client OKRs achievement (Objectives & Key Results)
• Delivered >20% efficiency gains per year
• Achieved >72% Employee Satisfaction (delivered by an external provider)
• Co-managed successful extension and renegotiation of multi million contracts
• Deployed 24/7 service, temporary contracts, 4 day shifts and remote management
• Includes 1.5 years on maternity leave

• Overall responsibility for the day-to-day running of the Trust & Safety Content Moderation line of business comprising both external (Global Tech Company) and internal aspects of Product Quality Operations within a customer outsourced environment
• Team based in Dublin with +100 staff and 11 Client Products
• Reporting directly to the Global Account Director
• Performance Management, including metric re-setting [SLAs, KPIs, internal & cross accounts metrics]
• Excellent Client Relationship & delivery of the First Class support
• Business growth through operational excellence & RFP process
• Evaluation and implementation of operational change requests as well as discussion items affecting service level agreements (pricing, SOW) with other departments
• Talent and Career Progression Management
• Engagement Management
• Staffing Management
• Project Management along with support of Project Office
• Business Continuity Plan Management
• Change Management & continuous improvement plans management with proactive approach to develop long term solutions
• Key escalation contact for Client and Customer issues
• Contract Management and control of related statement/s of work delivery and change requirements
• Employee retention program management
• Contributor to career development program (Talent Showcase, 'In your shoes')
• LEAN Program introduction
• Streamlined onboarding process for the department
• Employee Wellness: Development & launch of the Wellness Framework for Trust & Safety LOB
• Innovations: Development & launch of the Innovation Framework for Trust & Safety
• Participation & presenter in Client Global Innovation Summits run by senior Client management and other Trust & Safety Vendor Partners
• Service Development: Secure 50% growth and launch of a new location
• Finance: Budget & Cost Management
• Client invoicing

Achievements :

• The Best Operations Award [Client Innovation Summit 1H 2017]
• 68% headcount growth and launch of a new location [Poland]

• GTS Ireland total Profit & Loss account governance
• Chairman of GTS P&L performance reviews with GTS Director
• Leading a team of Business Commercial Managers
• Driving budgets from Fall Plans and internal targets
• Performing trend analysis
• Providing performance forecast
• Focused on ITD cost recovery and cost savings plans
• Preparing reports and attending GTS Ireland out of country reviews
• Incentives & commissions specialist for GTS Ireland
• Advisory role on plan types
• Budgets from Fall Plans
• Quota allocation & full quota certification
• Tool updates – TOP7 and FMS
• Achievements validation
• Payment queries management
• Close co-operation with GTS Sales Team
• Business Commercial Manager (Aug 2014 – present)
• Management of Profit & Loss account with focus on cost containment initiatives
• Contract review and new account set-up
• Service reviews and account health checks, service management support
• Customer invoicing & vendor management
• Management of account receivable process
• Risks and issues review management

• Worked with the senior leadership team to define and implement a GTS Resource Management strategy
• Managed change and transformation in the resourcing team
• Lead the team of resourcing specialists and education specialists
• Developed and maintained strong relationships with the key stakeholders in the resourcing process both in Ireland and globally
• Managed the end-to-end process for all resource requests in the Metro tool
• Liaised regularly with Procurement and Suppliers to source candidates, discuss hiring pipeline and the recruitment market
• Provided reports and present results in Senior Management reviews as required
• Wrote and presented business cases to out of country teams, including Executives, in order to influence and gain their approval
• Owned and implemented the business operations and resourcing governance systems, which includes running meetings at various levels of the organisation
• Advised and influenced first and second line management teams on the resourcing and recruitment processes, acting as a trusted advisor and resourcing expert

Achievements :

• Innovation idea: Timesheet Database in order to reduce cost
• Cost Saving Action Plan for Standby / On Call charges

• Responsible for overall team operations in Service Desk supporting a number of Global Multilingual Commercial Accounts on a range of products
• Managing up to 65 agents, 3 Team Leaders, Quality Lead, End-to-End Team, and Knowledgeable Team
• Multinational, high-performing teams
• Managing Service Level Agreements (such as average avail time, talk time, abandoned call time, issues resolved on the first contact, email response time etc.) with Customer Satisfaction being a key metric
• Cost management – improvement plans, accurate forecasting and targets
• Focused on maintaining strong relationship with all teams across EMEA
• Performance reviews in the Operations Meeting and regular presentations to the Customer
• Responsible for the implementation of the Global Delivery Framework, resulting in increase in productivity and headcount efficiencies, with main focus on sharing best practices
• Regular interlocks with HR Department, driving improvements on total attrition and absenteeism
• Involved in hiring and dismissals processes, as well as performance improvement plans
• Managing continuous improvement plan for the team
• Support new business introduction and manage erosion of business for minimal impact to morale
• Managing staff pooling and cross-skilling
• Responsible for audit readiness and all business controls aspects
• Hosting Customers' visits
• Regular interlocks with Delivery Project Executives and Service Managers
• Promoter of Client First culture
• Managing efficiencies & utilisation targets
• Talent management and career development within the team
• Recognition management (feedback, awards, recognitions)
• Mentor

• Responsible for setting up total problem care function for service desk team and all second level support groups
• Set up a social club – 'After Hours Team'

• Responsible for performance of all Service Desk teams within supported Commercial Account (Global Insurance Company) and transition to the new supplier
• Acting Manager for User Administration Team responsible for performance and team transition to the new supplier
• Responsible for performance of all Service Desk teams within supported Commercial Account (Global Insurance Company) and transition to the new supplier
• Presentation of phone line/email metrics in the Operations Meeting
• Demonstration of the operation of the line to visitors / new Customers
• Speaker at the Career Day
• Designed planning and staffing for peak times
• Focused on increasing productivity within the team
• Involved in transition of Commercial Account to the new supplier
• Responsible for building shifts around call/email arrival patterns, including allowance for vacation & training

• Supervising a team of up to 100 Agents (UK, Spanish, Italian and Swiss Teams) providing first level technical support (via phone and email) across a range of products
• Managing all phone lines and responsible for making quick decisions in relation to the line depending on the daily, weekly and monthly positions
• Staffing and scheduling, absence management
• Responsible for meeting Daily Service Level Agreement Targets
• Monitoring team performance
• Regular 1:1 performance feedbacks
• Responsible for productivity and utilisation targets
• Managing cross-training between team in order to ensure additional cover during peak hours
• Cooperating with 2nd level teams in relation to call durations and spikes
• Responsible for new hire and up-skilling trainings
• Performing Service Level Agreements performance
• Ensuring business controls and guidelines are adhered to at all times and where there is a miss assign the correct actions
• Working closely with Manpower on agents performance, motivation and recognition
• Quality – raising awareness in order to improve Customer satisfaction, responsible for meeting Customer Satisfaction target, involved in daily Customer satisfaction improvement plan through live call monitoring and 1:1 feedback to agents, performing root cause analysis on dissatisfied surveys and escalations

• First level technical support for an insurance company based in UK (via phone and email)
• Mentoring & training new employees
• Maintaining knowledge base
• Acting Team Leader
• Quality Analyst (English and Italian)

• Sales Representative in TUI Travel Agency
• Work experience, summer work and post graduation employment