Meet our team members – Global Records Operations Manager


The Global Records Operations Manager is a key person in our company. Let’s get more information about this specific role from Nikolina Ivanova:

Hi, Nikolina. Tell us more about yourself. How long have you been working as a Global Records Operations Manager at iCOVER, and what is your prior experience in the field?

I joined iCOVER as a Data Processing Agent in 2014, straight out of university. I have enjoyed growing as a professional while the company grew in numbers. In 2017 I became a Quality Support Specialist, and I have been holding the title and the responsibilities of Global Records Operations Manager for almost a year now. All the knowledge and experience I have gained with the company make me confident that I can tackle any professional challenge I am faced with.

What are the main responsibilities of a Global Records Operations Manager?

I reckon the most important thing is to find a balance between workflow and people management. The customers always come first. However, people are those who fulfill their duties perfectly every day so the clients’ expectations set in the service level agreements (SLAs) can be met. When Agents are well trained and understand the nature of the work, they are aware of the procedures and different processes, things happen by themselves – the work is done, and the customers are satisfied. My main task is to make sure that the Agents in different locations and offices of the company understand in detail the product we offer to our customers and adhere to the established processes and implemented procedures, and that the results we provide on a daily basis live up to the expectations.

What interests you most about the role of Operations Manager in the Pre-Identified Sources (PIS) team?

As an Operations Manager, I have the opportunity to collaborate with and learn from members of various teams. These interactions allow me to learn from everyone and further develop not only as a professional but also as a leader, which I really appreciate.

As an Operations Manager, what is your process for identifying and overcoming bottlenecks in your projects?

Following the official processes and procedures and relying on motivated people that understand the customers’ needs – as simple as that!

March 2022

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