Kennis, opleidingen en ervaring:

Opleiding: Universitair

Stages en werkervaring: 12 years experience as call center manager.

Jan 2013 – present Customer service supervisor
Managing an international team of 30 advisors and 2 team leaders in the
sport and clothing business.
Main tasks: Recruitment of staff, planning and organizing the operational
Activities, assessing performances.
Responsible for main KPI’s.

2011- July 2102 Customer service supervisor at Sykes.
Responsible for the sales and services of 3 different global accounts.

Tasks: Taking care of the relations with the client in order to implement
marketing and departmental strategies at the operational level

Managing, developing and motivating a customer service team.
Planning and organizing operational activities.
Reviewing and evaluating agent’s performances (e.g. Performance
Reviews).
Taking care of the recruitment process

2008-2010
European Operations Coordinator LG Electronics.

Tasks: Responsible for front office (inbound calls) activities across LG CIC (contact information center) sites around Europe, (25 countries, 21 languages)

Ensure adherence to European working procedures and processes
Act as single point of contact (F/O operations) for LG CIC vendors and 14 Marketing Subsidiaries (M/S) in Europe.
Ensure F/O consultants operate in accordance with defined work processes (Europe / local).

Resource management: verification CIC staff requirements and delivery against planning, verification actual inbound call volumes vs forecast
Determine reasons for unusual patterns

Measures and continually improves operational efficiency and individual productivity.
Establishes functional goals / monitors progress.

Monitors the flow of work to ensure that customer service levels meet established service level agreements.

2003 – 2008

Supervisor KLM Reservations South Europe – Cygnific B.V.
First-back up operations Manager for Reservations South Europe

Tasks: creating departmental strategy, translates and implements this strategy within the supervisor‘s team.
Taking care of the recruitment process.

Management support, People Management; coaching and development of team members (20 agents), conducting appraisals and evaluations Managing team meetings, execution of the absenteeism policy and if necessary taking corrective action.
Operational and administrative control; report and analyse performance of team members, handling of operational escalations, production of work related communication to staff, guarding of operational targets including sales. Maintaining contact with Cygnific’s client KLM on daily operational, sales and marketing related issues.

Opleidingen en cursussen: Please see refer to cv.

Overige informatie:

Rijbewijs: B

Eigen vervoer: Nee

Persoonlijke eigenschappen: High level of communication at various level. Flexible and adaptable.
Team player and charismatic. Recognized as a leader in the groups where I have been part of.

Hobby's en interesses:

Gewenste contractvorm: Fulltime