Malgorzata Gawin

Experience

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  Societe Generale

  Sept 2006 - Mar 2010

  Audit Senior

  Eurobank Inc.Specialist in Verificaton and Archive DepartmentVerification and archiving documentation created by Eurobank’s own and franchise facilities in terms of customer’s data accuracy and compliance with procedures.

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  Hewlett-Packard, General Motors

  Jun 2010 - Dec 2014

  Workforce Management team is responsible for a combination of processes that are required to forecast, deliver, and optimize the staffing needed to process interactions within service level goals. This includes three major processes: Forecasting, Scheduling, and Intraday Management.Command centre is a virtual team of business analysts that will monitor daily operations covering all business areas of the GM regional Contact Centre's. The main responsibilities are: • Single Point of Contact (SPOC) for: Monitoring the Issue Tracking Tools, Ensuring follow-up from responsible personnel for identified issues in a timely manner, collecting all pertinent data from issue resolution and archiving• Monitoring contacts in real time • Monitoring service levels in real time• Notifying Site Operations personnel and WFM team of potential Operational issues that could have an impact on service levels and agree action plans to resolve them• Request analysis of historic volumes and identify trends prior to adverse affect on operations• Conduct root cause analysis for issues raised and validate deployment of corrective actions• Responsible for Executive level communication to GM and HP employees utilizing the appropriate processes. Show less Reporting directly to the Operations Manager, manage and support all European Customer Care Center Teams across Europe. Responsible for the effective delivery of the highest quality service being delivered to GME brand customers and retailers in line with the defined service levels for Customer Care and business objectives.• Leading, coordinating and managing the Customer Care and Dealer Assistance teams ensuring the delivery of service in line with agreed performance levels• Representing the site at both internal HP & GME client meetings, deputise for the Operations Manager during their absence• Reporting all agreed site performance metrics to agreed Management• Where performance falls below acceptable levels, responsible for leading activities to identify and define issues; then subsequent creation, implementation & control of corrective action plans to address issues identified and ensure service levels return to expected levels• Working in conjunction with the onsite & central Workforce Management/HR/Training/Quality Teams to identify solutions to resource or staff related issues, and as appropriate complete Process Control, Process Audit & Process Improvement tasks to ensure optimisation of service delivery• Promoting a culture of motivation and positive morale amongst team members by building team spirit, participation and recognising the contributions of individuals by providing regular feedback on performance to enable staff to achieve the quality and performance targets• Demonstrating a positive attitude, professionalism, initiative, and flexibility in performing daily job functions• Understanding and applying the GM brand policies & empowerment to support team members to resolve the customer service requests raised, or creating & agreeing action plans to lead to resolution Show less Team Leader is responsible to manage and support respective GM European Customer Care Center team members, immediately overseeing the delivery of contact centre services to GM brand customers and retailers, according to the following operational functions and prevailing contractual requirements.Daily tasks:• Conduct regular individual and team communication and feedback sessions• Create Personal Development Plans/Coaching• Manage the delivery of contractual service metrics requirements, at both speed and quality levels• Manage own and team’s compliance to all appropriate policies and procedures to constantly improve the business, personal and customer experience and to resolve the customer enquiries and complaints, creating and agreeing action plans for resolution• Liaising with GM business partners including dealers, field managers and internal departments to agree such action plans• Actively promoting an ethos of customer care with and across teams Show less Working in a team within a customer care centre environment, responsible for the resolution of incoming contacts from Vauxhall customers and Retailers.• Handling native language customer contacts, including responding to incoming phone calls and correspondence in the form of letters, emails and faxes• Delivering service excellence by efficiently problem-solving and reacting to customer situations demonstrating a positive attitude, professionalism, initiative, and flexibility as well as strong emotional intelligence skills leading to effective call control • Demonstrating the ability to balance the needs of the customer together with the interests of GME• Where necessary liaising with business partners - i.e. GME brand retailers, field managers and internal departments to develop service request resolutions & action plans• Performs other related duties, as assigned, flexibility towards work schedules/shift patterns• Ad hoc outbound calling campaigns Show less

  • Workforce Management Analyst

    Jul 2012 - Dec 2014

  • Operations Supervisor - General Motors

    Nov 2011 - Jul 2012

  • Customer Service Coordinator - General Motors

    Jul 2011 - Nov 2011

  • Customer Service Manager - General Motors

    Jun 2010 - Jul 2011
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  Hewlett-Packard

  Dec 2014 - Sept 2015

  Customer Care Centre Workforce Management & Command Centre Manager - General Motors

  Responsible for providing resource planning and management for customer management functions and call centres to ensure efficient and effective use of staff, facilities and infrastructure.SupervisesTeam of Workforce & Command Centre Analysts.• Development and refinement of forecasted call volumes, resources requirements and schedules to achieve agreed service levels.• Collection and analysis and reporting of historical centre/agents performance statistics • Manage long-term forecast / staff plan and lead monthly staff plan meeting • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources • Work with training and operations to coordinate multi-skill training for existing agents • Oversee communication to new hires on schedule process • Oversee short-term workload forecasting • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time • Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements • Assess impacts of business activity that may have direct impact on the call centre and plan for resource requirements.• Deliver an outage management process that ensures limited impact on the call centre with quick resolution.• Act as point of contact for service delivery interruptions and management of service impacting incidents.• Responsible for maximizing efficiency and occupancy while meeting service objectives • Oversee analysis and reporting of employee performance including schedule adherence • Recognizes and recommends operational and support improvements • Effective team management including recruitment and development of all direct reports undertaking performance management and performance appraisals.• Perform other duties and assignments as directed Show less

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  Compass BPO Pvt Ltd ( Now Aditya Birla Minacs world Wide Ltd)

  Sept 2015 - Jun 2016

  OnStar Workforce, Scheduling Analyst - General Motors
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  Vauxhall Motors Ltd

  Jun 2016 - Nov 2018

  Workforce Management Analyst

  ESSENTIAL DUTIES AND RESPONSIBILITIES• Prepares intraday reports on staff attendance.• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.• Manages changes to scheduling to ensure adequate daily resource coverage.• Communicate with management and operations team to ensure compliance with company standards.• Maintain running report of attendance incidents.• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.• Analyze PTO submissions and approve/deny based on their effect on operations.• Monitor attendance and schedule adherence.• Processes management requests for modifications of scheduling events (meetings/training, etc.).• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.• Provides analytical support for special projects.• Collaborate with Operations Department Management on identifying opportunities to further optimize our workforce.• Communicates and works with staff members, management, Human Resources, and Support Teams.• Performs any other related duties as required or assigned. Show less

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  Groupe PSA

  Nov 2018 - now

  Capacity Planning Manager - PSA Groupe including Vauxhall Motors Ltd

  The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modelling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans.