Dirk Van Acker Email & Phone Number

Ghent

Belgium

Wij zijn Yource en wij geven vorm aan de sourcing dienstverlening van de toekomst. Wij zijnde marktleider in klantcontactoplossingen in de Benelux inclusief near- en offshoringfaciliteiten binnen en buiten Europa. Wij bieden een totaalpakket van klantcontact dienstendoor middel van outsourcing, insourcing en het uitzenden van personeel, wat ons.

Mifratel maintains your customer relations with care. Acquiring, bonding with and helping customers is our passion. Increasing the satisfaction of your customers is our mission.

Avenue Pacheco 34, 1000 Brussels

• Responsible and accountable for sustainable and measurable constant improvement and methodologies, change management, P&L, cost, quality, delivery, organizing, planning, control, directing, reporting and recording.
• create, communicate and implement a vision for the CC´s in line with corporate values
• Drive change in the organization and manage performance of the centre´s in line with strategic and annual profit plans, regulations and guidelines.
• Measure and manage efficiency, costs, quality, employee engagement and customer satisfaction, strive for continuous improvement.
• Build and manage a performing, highly dedicated and accountable management team.
• Communicate regularly with direct reports, management and supervise on their performance in all functions including performance evaluation

Drive mission, strategic and operational change during a transition and growth period. Build an independent unit through new process and procedure implementation.Increased headcount with 260%.

Call-IT is specialised in extending a broad package of knowledge-intensive Customer Care services. Active from seven locations in the Benelux, Call-IT deals with millions of customer contacts every year (B2B as well as B2C) within various branches of industry, with the goal to handle all the customer contacts in a professional way.All locations: Eindhoven.

Drive change in a 200 seat contact centre through process and procedure implementation.Realized growth from 60 fte to 300 fte.Drive effective education, training and skills upgrading from the local team..Reported to the Manager Operations Belgium.

Operational responsible for the contact centre. Client, shareholder en customer responsibility.Turnaround from loss to profit contactcenter.Countered heavy risistance from the employees to align them to the overall strategic direction of the organization.Root and Branch