Inside Operations: the Core of Our Project's Success

1.

Inside Operations:
the Core of
Our Project's Success

2.

Job position overview
Ins and Outs of working on the project.
Client Overview: Vinted
● Founded over 16 years ago (in 2008), Vinted is a globally recognized online marketplace with
a mission to make second-hand the preferred choice worldwide and promote sustainability.
For example, in 2023, shopping on Vinted helped avoid 678,691 tonnes of CO₂ emissions.
That’s the equivalent of flying between London and LA 512,414 times!
● Our Client is renowned for their trustworthiness and reliability, boasting an excellent
reputation supported by their commitment to environmental improvement.
● Demonstrating a strong commitment to social responsibility, they have allocated €2 million
to humanitarian efforts and introduced a donation feature to aid the people of Ukraine.

3.

Job position overview
Who is the client and what should you do?
Our client is an online marketplace for buying, selling, and
exchanging new or second-hand items, mainly clothing and
accessories.
A Customer Service Representative works with clients who
have complaints, orders, or require information about
products/services purchased. They also provide solutions that
fit those individualized situations and prioritize the
customers' needs at each step of the process.
So, your main responsibility will be to assist customers of the
platform with all the questions which may appear.

4.

Job position overview
What are the loads?
Our project’s loads usually depend on different months.
Summer is considered to be as “low season”, with lower amount of tickets created, while
Autumn-Winter period is considered to be as “high season”, with amount of tickets created
being significantly increased.
No worries, - you’ll always have enough tickets to solve no matter the season, as they’re
evenly distributed by all agents.

5.

Benefits
● Our agents benefit from a balanced work schedule, with a
clear 8-hour day and an additional hour for lunch and
biobreaks, without any compulsory overtime.
● There's the opportunity to earn extra pay for working
nights and public holidays. Agents can also choose to
work overtime, although this opportunity is rarely offered
by the Client.
● We offer monthly bonus of €55 for outstanding
performance, teamwork and compensation increase for
working with Tier 2 specializations.
● Our positions are entirely remote, providing the flexibility
to work from anywhere, with the additional option of
working in our offices in Kyiv, Odesa and Lviv for those
who prefer an office environment
● We operate across two language desks—English and
Spanish. Candidates proficient in more than one of these
languages may have the opportunity to voluntarily
transfer between desks, should such positions become
available.
More details about voluntarily working.

6.

Career Prospects
We are committed to the professional development of our team. Agents have the chance to enroll in leadership courses offered by the
company at no cost, paving the way for potential advancement into roles such as Team Leader, Trainer, or Quality Assurance Specialist.
The project's promotion history shows the tangible growth opportunities within our team:
● 7 people have been promoted to Manager on Duty,
● 43 have advanced to Team Lead positions,
● 16 have become Quality Assurance Specialists,
● 10 have stepped into Trainer roles,
● 8 have been elevated to Operations Manager.
.
7
43
16
8
MOD (Manager of Duty)
Team Lead
Quality Assurance
Specialist
Operations Manager
10
Trainer

7.

Day-to-Day Life on the Project
Schedule Overview
● Our project operates without a fixed or flexible schedule. Instead, agent schedules are
determined weekly based on our Client's shift requirements and are announced every
Wednesday, a week in advance. For instance, the schedule for the week starting 23rd October
would be announced on 11th October.
● Agents are encouraged to submit their preferred schedules and days off, which may be fully or
partially accommodated depending on Client needs.
Shift Swapping
● Should agents need to adjust their schedules last minute,
they have the option to swap shifts with colleagues 48
hours before the desired date, contingent upon mutual
agreement and ticket specialization alignment. While this
provides flexibility, finding a swap match can sometimes
be challenging.
Compensation for Late Shifts
● Agents working past 21:00 during summer or 20:00
during winter receive a 20% additional rate. The latest
shift currently ends at 22:00, but this is subject to change
based on Client needs.

8.

Team schedule example (for a week in advance)
Shift Patterns and Days Off
● Currently, the most common shifts are from 8:00 to 17:00 and 13:00 to 22:00 UA time, with
occasional shifts like 9:00 to 18:00, 10:00 to 19:00, 11:00 to 20:00, or 12:00 to 21:00. For one Tier 2
specialization, we have operational hours from 8 to 23:30. Agents work 5 shifts per week, which may
include weekends, and days off are scheduled after every 5 working days, though not necessarily
consecutively, depending on Client requirements.

9.

Day-to-Day Life on the Project
Issues, related to war in Ukraine
Agents, who are currently located in Ukraine, are allowed
to work flexible hours in case of:
> electricity cuts;
> air alarms.
This workflow has been implemented to ensure that the
shifts are fully covered without any loss of working hours.
Each case must always be discussed with a Team Lead
directly.

10.

Day-to-Day Life on the Project
Vacation Planning
● Vacation requests are managed according to workload,
with a limited number of agents approved each week.
While summer typically offers more flexibility, securing
consecutive days off during the busier autumn season
can be challenging.
Performance and Support
● We maintain high performance standards and offer
customer support every day of the week. Shifts may occur
on public holidays, with compensation at 1.5 times the
regular rate for standard holidays and double the rate for
core holidays.

11.

Day-to-Day Life on the Project
What are the main metrics Helpware uses?
RPH (Replies per hour) - counts a number of replies you are
able to send within 1 hour.
AHT/r (Average Handling Time per reply) - shows how
much time each agent spend on a particular ticket.
Quality score - evaluate the quality of your work (the
correctness of the information provided.)
Hourly productivity - measures how many replies you send
during your working hours on an hourly basis.
We measure your performance to
track and assess the progress of the
team and make work process more
efficient.
Our current targets after 8 weeks of nesting stage:
RPH - 16
AHT/r - 2.5 or 2.8 (varies depending on type of tickets)
Quality score - 94%
Hourly productivity - 11 replies per each hour at least
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Please note: for the new agents we have a specific learning curve for
the RPH and AHT improvement during 8 weeks of nesting where the
targets start from 3 for RPH and 16.7 for AHT.
Hourly productivity starts to be tracked after 8 weeks of nesting.
➔

12.

Day-to-Day Life on the Project
Some information about violations of standard working process
We have written Policy, the purpose of which is to describe the general working process and the
unacceptable behaviour indicated.
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The
unacceptable
behaviour
includes
unproductive hours during the shift.
The tracking system can track the amount of time you've worked
to ensure that you've followed your schedule correctly.
If you’re not taking a break, and not performing any actions in
our chat system within 15 minutes, the system will mark you
as offline. The time missed won’t be paid for.
This is why it’s very important to efficiently work with chats, so
that no unproductive time is registered.
Please note: this rule applies after 2 weeks of nesting.
If there are any technical issues, and you are unproductive according to it, we
won’t apply an unacceptable behaviour in this case.
Agents are allocated with 24 minutes for paid breaks and 1 hour of lunchtime
per shift. If an agent is on break, - missing time is not applied by the system.

13.

W W W . H E L P W A R E . COM
Welcome
to our Team!