Nenad T.

 Analyse software design and code implementations for production applications  Detail the software fixes been worked and provide a timeline.  Work with team to develop and adhere to sound software development processes as well as operational process as laid out by the department  Troubleshoot production issues to determine root cause  Produce client facing root cause analysis reports, issues summaries and status updates.  Ensure and actively be available for 24x7 support as needed by manager.  Define matrices to help demonstrate productivity within the group.  Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.  Being available for employees that experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution.  Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.  Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.  Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.  Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.  Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.  Use appropriate judgment in upward communication regarding department or employee concerns.