Raul Jucan
Cluj-Napoca,CJ
Summary
Dynamic Operations and People Manager with a proven track record of leading frontline teams in international BPO and corporate settings. Expertise in optimizing performance and managing time-sensitive operations through coaching, structured feedback, and data-driven decision-making to achieve exceptional results. Strong ownership mindset with a deep understanding of key operational metrics, including AHT, quality, productivity, and compliance, complemented by effective stakeholder communication. Renowned for cultivating accountable teams, stabilizing performance levels, and aligning operational strategies with overarching business objectives.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Front Line Manager (FLM)
Genpact
11.2025 - 03.2026
- Lead a frontline operational unit of 30+ agents, ensuring consistent delivery of service, productivity, and quality KPIs within a high-volume international BPO environment.
- Drive team performance through structured coaching, mentoring, and real-time operational guidance, fostering accountability and continuous improvement.
- Monitor and analyze key operational metrics (AHT, Quality, Productivity, Compliance, CSAT) to identify trends and implement targeted performance strategies.
- Act as the operational link between senior leadership, quality teams, and frontline staff, translating strategic objectives into measurable team goals.
- Manage workforce coordination, workload prioritization, and shift planning to maintain SLA compliance and operational efficiency.
- Lead behavioral and performance management initiatives, strengthening team accountability and professional development.
- Directed the internal Performance Improvement Plan (PIP) process for a team of 33 agents, many requiring continuous behavioral support and performance monitoring.
- Designed structured coaching frameworks, follow-up sessions, and measurable improvement plans, ensuring consistent progress and operational alignment.
- Proactively identify operational risks and people-related challenges, implementing early interventions to stabilize team performance and maintain productivity.
Quality Analyst
Genpact
06.2025 - 10.2025
- Monitored and evaluated customer interactions (calls, emails, chats) to ensure adherence to quality standards and company policies.
- Participated in calibration sessions with clients and team leads to align quality expectations and scoring criteria.
- Prepared and presented daily, weekly, and monthly quality reports to leadership teams.
- Provided real-time support to frontline agents during operational shifts.
- Conducted deep-dive analysis on recurring issues, identifying root causes of repeat contacts and operational inefficiencies.
Quality Analyst
IGT Solutions
06.2024 - 06.2025
- Monitored and evaluated agent interactions to ensure compliance with company guidelines and quality standards.
- Delivered training sessions covering updated procedures and operational best practices.
- Managed onboarding programs for new hires, supporting smooth integration into operational teams.
- Conducted weekly performance evaluations to identify strengths and improvement areas.
- Delivered structured coaching sessions focused on performance improvement.
Customer Service Specialist
Teleperformance
03.2023 - 04.2024
- Supported team leadership with operational tasks including coaching, data reporting, and performance monitoring.
- Provided customer support across technical, administrative, financial, and IT service areas.
- Identified recurring operational issues and recommended improvements to internal processes.
- Delivered efficient multi-channel customer assistance while maintaining service quality standards.
Team Leader
Magna Powertrain
06.2018 - 04.2022
- Coordinated daily production operations and supervised team activities to achieve production targets.
- Managed production tracking and reporting using SAP systems.
- Ensured compliance with strict quality and safety standards.
- Conducted material quality inspections and machinery maintenance planning.
Education
High School Diploma -
Technical and Informatics Institute Marzio Martini
Mezzolombardo, Italy07-2015
Skills
Travelport
Galileo
SAP
Amadeus
Leadership
Operations Management
Team Leadership
Performance Management
Workforce Coordination
Operational Strategy
KPI Management
Stakeholder Communication
Quality Monitoring
Coaching & Mentoring
Sport and Art
In my free time, I enjoy both sports and art, as they help me stay balanced in different ways. Sports keep me active, disciplined, and full of energy, while art allows me to relax, express myself, and think creatively. Having these two hobbies helps me maintain a healthy balance between physical strength and mental well-being, making me a more focused and well-rounded person.
Timeline
Front Line Manager (FLM)
Genpact
11.2025 - 03.2026
Quality Analyst
Genpact
06.2025 - 10.2025
Quality Analyst
IGT Solutions
06.2024 - 06.2025
Customer Service Specialist
Teleperformance
03.2023 - 04.2024
Team Leader
Magna Powertrain
06.2018 - 04.2022
High School Diploma -
Technical and Informatics Institute Marzio Martini