Juha Iljin

Experience

• 

  Raha-automaattiyhdistys, RAY

  Jan 2008 - Jan 2017

  Service Supervisor
• 

  Veikkaus Oy

  Jan 2017 - Jun 2024

  Main responsibility for the operational management of the Central Finland region (six game halls). My daily work involved managing 26 team members, optimising and developing resources with a coaching approach. Another important aspect was developing and monitoring the customer experience through data (SAP, Power BI, Basware), customer contacts and feedback (eNPS). Working with partners to support marketing and sales by planning events that would support both businesses.My management philosophy is to listen, encourage and guide individuals. Another important consideration was to engage staff and through this to motivate/build motivation to achieve the objectives of the company's strategy (the challenges brought by the new lottery tax). Show less Main responsibility for managing the customer service centre and developing the customer experience with a team of 28 people. The work included service development using Veikkaus' internal systems. Data management was a major focus of this role. Mentoring service specialists and 1-2-1 conversations between them was my daily work.The role allowed contact with the whole Veikkaus organisation and collaborative development work was carried out across organisational boundaries. The monitoring tool was largely NPS scores which were maintained at level 90.The work involved managing staff, making shift lists and monitoring daily work metrics. I succeeded by listening, guiding and showing empathy. Show less The main responsibility is to manage the operational activities of Feel Vegas Jyväskylä. My daily work included human resource management/resource optimization which was developed in a coaching approach with 23 employees.Another important aspect was developing and monitoring the customer experience through data (SAP, Power BI, Basware), customer contacts and feedback (eNPS). Working with a partner (NOHO) to support marketing and sales by planning events to improve business results in the unit.My management philosophy is to listen, encourage and guide individuals. Another important consideration was to engage staff and through this to generate/build motivation to achieve the objectives of the company's strategy (challenges brought by the new lottery tax).The main objective was therefore to support the success story of the Feel Vegas chain with a dedicated unit. Show less

  • Customer Service Manager

    Jan 2022 - Jun 2024

  • Contact Center Manager

    Jun 2022 - Dec 2022

  • Feel Vegas Manager

    May 2017 - May 2022

  • Service Manager

    Jan 2017 - May 2017