Martin Milanov

- Leading a team of 200 people in the EMEA region.

- Maintaining continuous lines of communication, keeping relevant key stakeholders informed of all critical issues.

- Managing and maintaining strong relationships with clients.

- Managing operations managers and delivery managers in the region.

- Managing headcount numbers and working with the client director to update quotas and targets.

- Owning and recommending strategic initiatives for talent and professional development across the LOB.

- Serving as the primary point of contact for the client's counterpart section management.

- Monitoring the development of products and technology to adapt the operational working model.

- Analyzing global metrics and shifting localized strategy based on performance trends and experience.

- Serving as a senior-level management escalation point for all operational issues.

- Ensuring that all team targets and SLAs are consistently met.

- Leading a team of 100 people at the local site.

- Analyzing global metrics and shifting strategy based on operational trends and experience.

- Serving as a senior management escalation point for all operational issues.

- Ensuring that all targets and SLAs are consistently met.

- Serving as the primary point of contact for the client's counterpart section management.

- Monitoring the development of products and technology to adapt the working model accordingly.

- Serves as primary escalation point for the responsible client manager for all operational issues.
- Ensures that all targets and SLAs are met.
- Makes sure that the support teams are meeting the goals and expectations set with the customer.
- Clarifies company policies, ensures consistency within the team through coaching, one-on-ones, and performance reviews and implements necessary disciplinary actions.
- Monitors specific KPIs to ensure proper delivery of the business on a daily and monthly basis.
- Designs and improves business processes.
- Supports the team in adopting new processes, procedures, and tools.
- Participates in the recruitment process of new employees, interviews potential candidates.
- Manages the staffing needs and contributes to the development of the staff's skill set.
- Establishes successful career paths, including business, management and technical opportunities.

- Managing the case distribution alongside Sofia's site CritSit team.

- Working in close collaboration with Microsoft FTEs and Microsoft CritSit project leads from around the globe.

- Providing daily shift reports to CritSit Operations Management.

- Collaborating with Leads on process questions, escalations, and cases missing updates.

- Meeting with upper management regularly to discuss the company’s production goals, provide feedback, and address performance concerns.

- Managing the life cycle of the incident to ensure it is resolved efficiently, while proactively communicating all updates to the customer.

- Triaging incident service requests via outbound phone calls, email, or the web portal as the primary point of contact.

- Identifying and assigning incidents to the appropriate severity level, category, priority, team, and engineer.

- Providing exceptional customer service support by acting as a single point of contact while a technical team resolves critical system issues.

- Teaches mathematics to middle and upper secondary school students, adhering to the most up-to-date standards set by the MES.

- Participates in curriculum development activities and trains the teaching staff in utilizing modern systems under the Innovative School project, initiated by the EU.