Photo: Mplus
Zagreb, Croatia, March 14th, 2025 - Mplus is launching the Front Line Leaders Program 2.0, an upgraded version of its successful leadership development initiative.
Carried out within Mplus Academy – Mplus’s internal educational platform – this program is designed to create a sustainable learning environment with a focus on technology, innovation, AI integration, and leadership excellence, equipping participants with future expected competencies in leadership.
Starting across six countries, over the course of one year, it will support more than 50 global team leaders with 80 hours of training activities. Progress will be tracked using the Kirkpatrick Model, the standard for leveraging and validating talent investments, with continuous manager feedback.
“The Mplus Front Line Leaders Development Program is more than just a training initiative; it is a career accelerator that empowers our team leaders with the competencies needed to navigate challenges, foster innovation, and drive team success. By leveraging a diverse learning approach – including articles, real-life case studies, and interactive discussions – we create an engaging and knowledge-sharing environment that prepares leaders for the future,” Bruna Kostelac Košir, Chief People Officer at Mplus, said.
Building on Success
Since its inception in June 2023, the Front Line Leaders Development Program has made a significant impact.
Over the past year, it successfully delivered four leadership programs across Bosnia, Serbia, Slovenia, Slovakia, Romania, and Türkiye, providing more than 920 training hours to approximately 250 team leaders.
The program’s effectiveness was further highlighted by a 57% female participation rate, reinforcing Mplus's commitment to Women’s Empowerment in leadership.
Recognized Excellence
The impact of the Front Line Leaders Development Program has not only been felt within the Mplus organization but has also garnered international recognition, including the Golden Award for Best Leadership Development Program by TEGEP (Türkiye Learning and Development Association) and a finalist spot at the European Contact Centre & Customer Service Awards (ECCCSA), one of the industry’s most prestigious awards.
What’s New in 2025?
With a strong foundation, the program will continue evolving to create an even greater impact.
“Front Line Leaders Development has already played a crucial role in advancing many of our team leaders’ careers, equipping them with essential leadership skills that have contributed to their professional growth and promotions. In 2025, we aim to create an even greater impact by fostering cross-country collaboration, connecting participants with experienced internal and external leaders, and providing a truly inspiring learning experience”, Kaan Ilker Iseder, Group Head of Talent Development, said.
To further enhance leadership development, the Front Line Leaders Program 2.0 will feature:
New business skills training modules
Technology & innovation-focused content
AI integration into the curriculum
Updates based on manager insights
New leadership assessments
More hands-on practice opportunities
Launch events have already taken place in each country, and the first training sessions will begin in March 2025.
About Mplus
Mplus is a European leader in business process and technology outsourcing (BPTO). It operates as part of the BOSQAR INVEST group, serving as its BPTO vertical, which includes the parent company, M Plus Croatia d.o.o, along with its subsidiaries.
Mplus successfully integrates the dynamic industries of contact centers, information technology, and employment services to address global challenges in customer support. Through its innovative business model, Mplus has built a diverse portfolio of clients, including leading European and global telecommunications, financial, technology, energy, logistics, and consumer goods companies.
With operational centers across 42 sites in 13 countries, the Mplus community comprises over 12,800 employees who deliver top-notch customer experiences in over 32 languages.
In addition to its presence in Croatia, Mplus operates in markets including Bosnia and Herzegovina, Georgia, Germany, Hungary, Romania, Serbia, Slovakia, Slovenia, Spain, Turkey, the UK, and the USA.
Mplus has an in-house technology division, which brings together the tech companies within the BPTO group. Their wide range of products, services, and consulting solutions is carefully designed to transform how companies interact with their customers and manage their processes, offering cutting-edge tools to enhance customer experience, optimize operations, and embrace digital transformation.
