Dimitris Papageorgiou

Experience

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  Phone Marketing

  Jan 2007 - Mar 2012

  Callcenter Operations Manager

  -Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.-Carrying out needs assessments, performance reviews and cost/benefit analyses.-Setting and meeting performance targets for speed, efficiency, sales and quality.-Ensuring all relevant communications, records and data are updated and recorded advising clients on products and services available.-Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.-Maintaining up-to-date knowledge of industry developments and involvement in networks while monitoring random calls to improve quality, minimise errors and track operative performance.-Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staffreviewing the performance of staff, identifying training needs and planning training sessions.-Recording statistics, user rates and the performance levels of the centre and preparing reports and handling the most complex customer complaints or enquiries.-Organising staffing, including shift patterns and the number of staff required to meet demand-Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes-Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Show less

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  CIS SA

  Mar 2012 - May 2014

  Callcenter Operations Manager

  -Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.-Carrying out needs assessments, performance reviews and cost/benefit analyses.-Setting and meeting performance targets for speed, efficiency, sales and quality.-Ensuring all relevant communications, records and data are updated and recorded advising clients on products and services available.-Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.-Maintaining up-to-date knowledge of industry developments and involvement in networks while monitoring random calls to improve quality, minimise errors and track operative performance.-Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staffreviewing the performance of staff, identifying training needs and planning training sessions.-Recording statistics, user rates and the performance levels of the centre and preparing reports and handling the most complex customer complaints or enquiries.-Organising staffing, including shift patterns and the number of staff required to meet demand-Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes-Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Show less

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  Star Marketing

  Jun 2014 - May 2015

  Callcenter Operations Manager

  -Manage the HR Operations team, providing daily tasking, managing performance and the employee lifecycle of direct reports. Provides leadership by using regular coaching, training and feedback sessions.-Partner with the Centers of Excellence (COEs) across all HR disciplines to assess, recommend, and implement pertinent processes, programs and policies that add value to centralize a shared services function.-Leadership role in representing the HR Operations team on cross functional working groups lead by the COEs, where communication of shared services interest will be important to ensure solutions and changes are practical and business focused. -Proactive vetting and communication with key stakeholders will be a critical component of this responsibility.-Application of strong functional expertise in HR tools, systems, and processes for the management and delivery of HR services will be important. -Proactively identifying process improvements and employing HR best practice aligned to business strategy will serve this individual very well. Show less

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  Miele Hellas

  Nov 2015 - Sept 2017

  Customer Contact Center Advisor

  -Responsible for effectively dealing with inbound calls from Miele customers within the service department.-Complete tasks including advising customers, trouble shooting simple maintenance issues, and placing service and accessory order.-Taking ownership of a customer issue and seeing it through to resolution.-Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution ,keep records of customer interactions, process customer accounts and file documents Show less

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  4lifedirectinternational

  Oct 2017 - now

  Sales Operations Manager

  -Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.-Carrying out needs assessments, performance reviews and cost/benefit analyses.-Setting and meeting performance targets for speed, efficiency, sales and quality.-Ensuring all relevant communications, records and data are updated and recorded advising clients on products and services available.-Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.-Maintaining up-to-date knowledge of industry developments and involvement in networks while monitoring random calls to improve quality, minimise errors and track operative performance.-Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staffreviewing the performance of staff, identifying training needs and planning training sessions.-Recording statistics, user rates and the performance levels of the centre and preparing reports and handling the most complex customer complaints or enquiries.-Organising staffing, including shift patterns and the number of staff required to meet demand-Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes-Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Show less