Experience

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  Grid sh.p.k

  Oct 2007 - Jun 2014

  - Ensure exceptional service quality by constantly monitoring and improving our metrics.- Set ambitious KPIs and ensure adherence to SLAs, while optimizing our hourly revenue.- Develop and deliver customized objectives and tasks to each individual team leader/group for maximum productivity and employee satisfaction.- Foster seamless team coordination and communication to drive successful achievement of our goals roadmap.- Proactively and effectively manage workforce planning according to the business' dynamic needs.- Build and nurture positive client relationships to drive long-term success and profitability.- Lead the successful implementation of major projects, consistently meeting or exceeding tight deadlines.- Create and manage weekly shift schedules for optimal staffing and performance. Show less

  • Coordinator of Inbound Services

    Jun 2010 - Jun 2014

  • Team Leader

    Oct 2007 - Jun 2010
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  Doxa

  Jun 2014 - Jun 2017

  Operations manager

  - Coordinate the survey assignment activities for interviewers, ensuring timely and efficient delivery of survey projects- Serve as a key contact point for partners, providing effective solutions to operational problems and ensuring seamless coordination with external stakeholders- Monitor and optimize survey activities, conducting daily checks to ensure high-quality results and improve operational efficiency- Ensure compliance with established fieldwork procedures and coordinate with Researcher of the Survey and/or Headquarters as needed- Collaborate with the IT manager to troubleshoot technical issues and anomalies, ensuring minimal disruption to survey activities- Continuously monitor and improve service quality, implementing best practices and innovative approaches to enhance customer satisfaction- Evaluate monthly evaluation sheets and training phases to identify areas for improvement and optimize performance- Control costs and revenues of the service, taking corrective action where necessary to ensure financial targets are met- Provide regular updates to Head Office on survey activities and outcomes, ensuring transparency and accountability Show less

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  Transcom

  Jun 2017 - Feb 2021

  Business manager

  - Monitor service quality and ensure compliance with key performance indicators (KPIs) and service level agreements (SLAs)- Control and optimize hourly revenue and MDC to achieve financial targets- Divide goals for team leaders and groups, and facilitate individual goal-setting to drive performance- Coordinate team efforts to achieve goals and objectives, ensuring timely delivery- Plan new hires and support continuous capacity building of the team to improve skills and knowledge- Manage client relationships, addressing technical issues and negotiating pricing arrangements- Manage project implementation, ensuring adherence to timelines and key performance indicators- Orient employees to their professional growth, providing guidance and opportunities for career development Show less

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  Sisal group

  Mar 2021 - now

  Contact center b2b manager

  - Ensure top-notch service quality by monitoring and improving KPIs and SLAs- Optimize service delivery by developing and implementing standardized internal procedures- Manage outsourcers- Empower team leaders and groups by setting clear goals- Burture teamwork and collaboration to successfully achieve goals and objectives- Strategically plan workforce- Prioritize employee development by providing capacity building and support for career growth- Monitor cost to ensure cost-efficient operations and maximize the company's budget Show less