I was recruited by De Stroomlijn as operations manager for the branch in Ghent that focuses on customer services for our second biggest client and shareholder Farys.Farys is a utilities company that specializes in water delivery to companies and to the general public. Our company, De Stroomlijn, acts as a first line customer service for both phone- and written contacts. Around 85% of those contacts are handled completely by our people.As operations manager I’m provide guidance… Show more I was recruited by De Stroomlijn as operations manager for the branch in Ghent that focuses on customer services for our second biggest client and shareholder Farys.Farys is a utilities company that specializes in water delivery to companies and to the general public. Our company, De Stroomlijn, acts as a first line customer service for both phone- and written contacts. Around 85% of those contacts are handled completely by our people.As operations manager I’m provide guidance and coaching for the four teamleaders that, in turn, are responsible for an average of twelve customer service agents and two process implementation agents who work alongside our client to optimize operational processes.Furthermore I’m responsible for all operational activities:• Translating the forcast to an accurate manpowerplan• All operational projects concerning our client• Continuous internal and external process optimization• Recruitment and development of talent Show less

During this period I acted as operations manager for two branches. The branch in Gent and the branch in Mechelen. My activities in Gent remained the same but certain aspects were outsourced to other departments. Translating the operational forecast was outsourced to the planning department and recruitment and development of high potential operators was outsourced to our highly experienced teamleaders, HR and external partners.As a new challenge the two business units of the Mechelen… Show more During this period I acted as operations manager for two branches. The branch in Gent and the branch in Mechelen. My activities in Gent remained the same but certain aspects were outsourced to other departments. Translating the operational forecast was outsourced to the planning department and recruitment and development of high potential operators was outsourced to our highly experienced teamleaders, HR and external partners.As a new challenge the two business units of the Mechelen branch were left in my care. I took over all operational responsibilities and split my time between the office in Gent and the office in Mechelen.The first team consisted of four teamleaders and an average of forty-five customer service agents.This team works exclusively for our biggest client and shareholder Eandis (Currently Fluvius)The second team is a team that works around the clock and focusses on high priority calls from all our clients: Eandis (currently Fluvius), Farys, Synductis and De Watergroep.Power outages, gas and water leaks are just a couple of the high priority cases that this team handles 24/7The team relies on simple but efficient procedures and a good amount of common sense.There are about thirty customer service agents and two teamleaders that take up this responsibility. Show less

As contact center manager I am responsible for a team of 30 collection agents and 2 teamleaders. Planning, operational and revenue forecasting, coaching and operational support are the most important missions within the collections center.