Hasselt, Flemish Region, Belgium
Senior project manager, in charge of the intake of nearshored tasks coming from KBC & its affiliates and in charge of internal project with the aim of continuous improvement.
Client director at IPG S&T Belgium, a subsidiary of IPG Contact Solutions, managing the contact centre of one of the biggest accounts in the energy market. Around 300 FTE's splitted over 3 sites (Hasselt, Liège and Antwerp). In 2017 offshore was added, a part of the FR customer support has been offshored to Rabat. This was also under my responsability.
Client Director of the multiclient group within IPG Contact solutions. Managing a group of around 175 FTE's splitted on 2 sites (Hasselt and Leuven). Major clients of the multiclient group are o.a. Nespresso, Infrax, KONE BE and KONE NL, Deutsche Bank and AB Inbev.
Operations manager of the Leuven office of IPG group. This is a multi-client, multi-service environment (calls and written, in- and outbound). Major clients are Nespresso, KONE, Deutsche Bank, Coca-cola, Inbev ...IPG Leuven performs 24/7 service for numerous customers.
Operations manager of a call centre that manages part of the customer service of Telenet. The set-up is multi-lingual and multi-skilled. The number of advisors varied between 200 and 340 heads. In my staff I had 16 team coaches, 3 team analysts, 1 team manager, 1 project trainer, 1 quality and coaching coördinator and 1 HR assistant. Major achievements were : a significant increase in quality (determined by an audit performed by Telenet), a start-up of the sales culture with an incentive programm, change management in the form of a.o. the extension of the opening hours, the integration of an new activity (invoice and administration calls and documents).
Head of Mobistar's contact centre for the consumer and SOHO customer base.
Manage a team of +/- 60 persons with main tasks : technical 2nd level troubleshooting on telco products & services, incident coördination, technical data support, ADSL technical support. The people in the team are multifunctional (inbound call taking skills, outbound skills, writing skills, technical troubleshooting skills)
Manage the project of the centralisation of all management reportings in the customer services department. The goal of the project was to centralise/uniformize/rationalize all management reportings done at the customer services departments within Mobistar