Christophe Arnould Email & Phone Number

Experience with successfully managing all aspects of an inbound contact center as well other client related services including selecting; managing and training staff; developing and managing the departmental budget; establishing and monitoring productivity goals; and leading cross-functional teams on key projects. Have designed the organization, processes and procedures for our contact center as well for our training and Roll Out department. Proven leadership skills gained from managing several teams.

Listed skills include Training, Change Management, Customer Experience, Outsourcing, and 17 others.

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  Contact Center, Training, Migration And Home Services Manager

  Portima

  Jan 2004 - Present - Terhulpsesteenweg 150, 1170 Brussel

  Responsibilities: As Contact Center Manager I’m responsible to achieve the KPI’s by managing a team of 29 employees. As Home Services Manager I’m responsible for the outside interventions by managing a team of 5 employees. As Roll Out Manager I’m responsible for the quality of the data migrations within our company specific software. As Training Manager I’m responsible for all the external trainings. This includes the scheduling, the creation or adaptation of the training content and last but not least, the managing of 5 trainers.Achievements: A strong increase of the results, the agent and the customer satisfaction and this by a decrease of the budget.Implementation of an automatic information system and an increase of the local intervention quality which results in a higher client satisfaction while respecting the available budget.Automation and optimization of the migration process.Gain the accreditation of our courses, the creation of a complete syllabus and Quick User Guides and the implementation of decentralized courses.Skills: Leadership, discipline, communication, problem solving, Team building