Directing the contact center for Voo @ IPG.P&L ownership for +10millions€ on an annual basesEnd to end responsibility of 5 departments: inbound Cuca, Helpdesk, Retention inbound/outbound, telesales inbound/outbound.- Be responsible for client, employee and shareholder satisfaction- Be responsible for improving the productivity of the team- Develop and implement strategic plans to increase efficiency and effectiveness within the team- Report to the CEO- Be responsible for quality of the service

Directing the contact center for Proximus @IPGFollowing the takeover of SNT Belgium by IPG Group in 2014(part of the Koramic Group):- Be responsible for the merge of all Proximus related projects from both companies (IPG & SNT)- Manage the merge between the IPG-Proximus team and the SNT-Proximus team on 4 locations (Brussels, Antwerp, Hasselt, Leuven)Head of a team of 450 people dedicated to the Proximus project (sales figures: +15 millions €/year)Proximus projects include the following tasks: inbound, outbound, social media, e-mail, administrative tasks- Be responsable for client, employee and shareholder satisfaction- Be responsible for improving the productivity of the team- Develop and implement strategic plans to increase efficiency and effectiveness within the team- Report to the CEO- Be responsible for quality of the service

Managing the contact center of Proximus @ IPG, serving clients on a wide range of inbound, outbound, admin and chat flows.Developing the project from 20 FTE to 120 FTE.

Evaluate and coach a team of Customer Service Representatives (CSRs)Follow-up and discuss with CSRs on their activities and results and ensure necessary daily coaching (skills, knowledge, attitude) to strengthen detected weak areas in order to develop the necessary competences, knowledge and attitude.See to it that the knowledge is captured & retained. (End to End responsibility)Ensure daily organization of workforce and workload according to the forecasting & capacity planning in order to achieve set team objectives.Ensures supervision during opening hours of their department & escalates according to the incident management process Report on- & monitors the performance of his CSRs skills, knowledge & attitude (activities, productivity, skills, evaluation, development plan )Contribute to continuous improvement of the operations/team organization/working methods, etc.

Evaluate and coach a team of Customer Service Representatives (CSRs)Follow-up and discuss with CSRs on their activities and results and ensure necessary daily coaching (skills, knowledge, attitude) to strengthen detected weak areas in order to develop the necessary competences, knowledge and attitude.See to it that the knowledge is captured & retained. (End to End responsibility)Ensure daily organization of workforce and workload according to the forecasting & capacity planning in order to achieve set team objectives.Ensures supervision during opening hours of their department & escalates according to the incident management process Report on- & monitors the performance of his CSRs skills, knowledge & attitude (activities, productivity, skills, evaluation, development plan )Contribute to continuous improvement of the operations/team organization/working methods, etc.