{"id":243885,"date":"2026-01-05T18:36:58","date_gmt":"2026-01-05T18:36:58","guid":{"rendered":"https:\/\/bm.dev.synology.me\/?p=243885"},"modified":"2026-04-11T17:18:32","modified_gmt":"2026-04-11T17:18:32","slug":"100-tineri-manageri-de-top-roxana-mariana-ivan-head-of-contact-center-bcr","status":"publish","type":"post","link":"https:\/\/bm.dev.synology.me\/?p=243885","title":{"rendered":"100 Tineri manageri de top. Roxana Mariana Ivan, Head of Contact Center, BCR"},"content":{"rendered":"<p style=\"text-align: center\">\n<strong>Head of Contact Center, BCR<\/strong><\/p>\n<p style=\"text-align: center\">\n<strong>36 de ani<\/strong><\/p>\n<hr \/>\n<p>\nRoxana Ivan este head of customer center la BCR, unde coordoneaz\u0103 cinci centre regionale \u015fi o echip\u0103 de peste 300 de oameni care gestioneaz\u0103 anual circa 4 milioane de interac\u0163iuni cu clien\u0163ii. Cu peste un deceniu de experien\u0163\u0103 \u00een zona de customer care, construie\u015fte strategii care pun oamenii \u00een centru \u015fi transform\u0103 fiecare contact \u00eentr-o oportunitate de \u00eencredere. Sub conducerea ei, scorul NPS a crescut spectaculos, iar echipa a fost premiat\u0103 na\u0163ional pentru performan\u0163\u0103 \u015fi impact tehnologic. Crede \u00een leadershipul bazat pe empatie, echilibru \u015fi \u00eenv\u0103\u0163are continu\u0103.<\/p>\n<p>\n&nbsp;<\/p>\n<p>\n<strong>START CU IMPACT<\/strong><\/p>\n<hr \/>\n<p>\n<em>Ai dat-o \u00een bar\u0103? Perfect. Poveste\u015fte-ne. Care a fost cea mai mare gre\u015feal\u0103 din carier\u0103 \u015fi lec\u0163ia pe care n-o vei uita niciodat\u0103?<\/em><\/p>\n<hr \/>\n<p>\nLa \u00eenceputul carierei mele, aveam tendin\u0163a s\u0103 cred c\u0103 trebuie s\u0103 controlez totul \u015fi s\u0103 demonstrez c\u0103 pot face fa\u0163\u0103 oric\u0103rei situa\u0163ii. Pe cont propriu, f\u0103r\u0103 ajutor. A existat un proiect important \u00een care eram convins\u0103 c\u0103 voi reu\u015fi s\u0103 duc totul singur\u0103. Rezultatul nu poate fi \u00eencadrat \u00een categoria \u201edat \u00een bar\u0103\u201d, dar am livrat cu mult mai mult stres dec\u00e2t era necesar. Nu a fost un e\u015fec, dar a fost o lec\u0163ie important\u0103 pentru mine. Pentru c\u0103 am \u00eenv\u0103\u0163at c\u00e2t de valoroas\u0103 este echipa \u015fi c\u00e2t de important este s\u0103 lucrezi \u00eempreun\u0103. Este o lec\u0163ie subtil\u0103, care se aplic\u0103 at\u00e2t \u00een parcursul profesional, c\u00e2t \u015fi \u00een cel personal. Doar pentru c\u0103 po\u0163i face un lucru de unul singur, nu \u00eenseamn\u0103 c\u0103 a\u015fa ar trebui s\u0103-l faci. La \u00eenceput, e firesc s\u0103 vrei s\u0103 demonstrezi. C\u0103 \u015ftii, c\u0103 po\u0163i, c\u0103 rezi\u015fti. Dar, pe termen lung, a face totul pe cont propriu ajunge s\u0103 fie dovad\u0103 de ne\u00eencredere \u00een ceilal\u0163i. De aceea, cred c\u0103 e esen\u0163ial s\u0103 fii autonom \u015fi s\u0103 ai \u00eencredere \u00een propriile decizii, dar la fel de important este s\u0103 \u00een\u0163elegi valoarea echipei \u015fi faptul c\u0103, \u00eempreun\u0103, pute\u0163i ob\u0163ine mult mai mult.<\/p>\n<hr \/>\n<p>\n<em>Gre\u015feal\u0103 vs. e\u015fec: unde tragi linia?<br \/>\n\u015ei ce \u00eenseamn\u0103, de fapt, e\u015fecul pentru tine?<\/em><\/p>\n<hr \/>\n<p>\nGre\u015feala este o parte fireasc\u0103 a procesului de \u00eenv\u0103\u0163are. E acel moment \u00een care ai ocazia s\u0103 \u00een\u0163elegi mai bine, s\u0103 te adaptezi, s\u0103 cre\u015fti. E\u015fecul apare doar atunci c\u00e2nd renun\u0163i. C\u00e2nd nu mai vrei s\u0103 \u00eencerci. Iar linia dintre ele nu st\u0103 \u00een rezultat, ci \u00een atitudine. At\u00e2ta timp c\u00e2t extragi o lec\u0163ie \u015fi ai curajul s\u0103 mergi mai departe, n-a fost un e\u015fec. Ci a fost o etap\u0103 necesar\u0103&#8230; o etap\u0103 necesar\u0103 \u00een cre\u015fterea \u015fi dezvoltarea ta.<\/p>\n<p>\n&nbsp;<\/p>\n<p>\n<strong>MOMENTE CARE CONTEAZ\u0102<\/strong><\/p>\n<hr \/>\n<p>\n<em>Care e reu\u015fita de care e\u015fti cea mai m\u00e2ndr\u0103? Un proiect, o decizie, o echip\u0103?<\/em><\/p>\n<hr \/>\n<p>\nSunt m\u00e2ndr\u0103 de echipele pe care am avut \u015fansa s\u0103 le construiesc. Sunt m\u00e2ndr\u0103 de fiecare dintre colegii mei din contact centerul BCR. De momentele \u00een care mi-au spus c\u0103 le-am oferit suport \u015fi \u00eencredere. Asta \u00eenseamn\u0103 cel mai mult pentru mine. Sentimentul c\u0103 am contribuit la \u00eencrederea \u015fi cre\u015fterea cuiva.<\/p>\n<p>\nDincolo de asta, sunt m\u00e2ndr\u0103 \u015fi de impactul concret pe care l-am avut \u00eempreun\u0103. \u00cen ultimii patru ani, am crescut scorul NPS (Net Promoter Score, indicator care m\u0103soar\u0103 loialitatea clien\u0163ilor, \u00eentreb\u00e2nd c\u00e2t de probabil e s\u0103 recomande compania) de la 45 la 74,9 &#8211; cu o evolu\u0163ie constant\u0103, lun\u0103 de lun\u0103. Am reu\u015fit s\u0103 \u00eembun\u0103t\u0103\u0163im percep\u0163ia clien\u0163ilor, dar \u015fi s\u0103 dubl\u0103m volumul de interac\u0163iuni rezolvate \u00een contact center, f\u0103r\u0103 a compromite calitatea. Iar asta s-a v\u0103zut \u015fi \u00een recunoa\u015fterea extern\u0103. \u00cen ultimii trei ani, echipa noastr\u0103 a primit premii importante la nivel na\u0163ional, precum Best Support \u2013 Large Contact Center, dar \u015fi Tech Impact Award doi ani la r\u00e2nd &#8211; pentru modul \u00een care am folosit tehnologia nu doar pentru a eficientiza procesele, ci pentru a \u00eembun\u0103t\u0103\u0163i experien\u0163a uman\u0103, at\u00e2t pentru colegii no\u015ftri, c\u00e2t \u015fi pentru clien\u0163i.<\/p>\n<hr \/>\n<p>\n<em>Trei superputeri profesionale. Ce abilit\u0103\u0163i sunt esen\u0163iale pentru succesul \u00een carier\u0103?<\/em><\/p>\n<hr \/>\n<p>\n\u00cen primul r\u00e2nd curiozitatea \u015fi dorin\u0163a de \u00eenv\u0103\u0163are continu\u0103, pentru c\u0103 \u00een lumea de ast\u0103zi sunt abilit\u0103\u0163i esen\u0163iale de supravie\u0163uire. Apoi ar fi empatia. Pentru c\u0103 discut\u0103m despre cum AI poate analiza date, automatiza procese sau cum poate oferi r\u0103spunsuri rapide. Dar, oric\u00e2t de avansat\u0103 ar fi tehnologia, AI nu poate sim\u0163i. Nu poate \u00een\u0163elege nuan\u0163ele emo\u0163ionale \u015fi nu poate naviga prin complexitatea rela\u0163iilor umane. Iar a treia, claritatea. Claritate \u00een g\u00e2ndire, \u00een comunicare \u015fi direc\u0163ie.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Head of Contact Center, BCR 36 de ani Roxana Ivan este head of customer center la BCR, unde coordoneaz\u0103 cinci centre regionale \u015fi o echip\u0103 de peste 300 de oameni care gestioneaz\u0103 anual circa 4 milioane de interac\u0163iuni cu clien\u0163ii. Cu peste un deceniu de experien\u0163\u0103 \u00een zona de customer care, construie\u015fte strategii care pun [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[511,7208],"tags":[12239,5078,62313,62312],"class_list":["post-243885","post","type-post","status-publish","format-standard","hentry","category-afaceri","category-servicii-financiare","tag-100-tineri-manageri-de-top","tag-bcr","tag-head-of-contact-center","tag-roxana-mariana-ivan"],"_links":{"self":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/243885","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=243885"}],"version-history":[{"count":1,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/243885\/revisions"}],"predecessor-version":[{"id":243916,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/243885\/revisions\/243916"}],"wp:attachment":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=243885"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=243885"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=243885"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}