Ollie King Email & Phone Number

Brunssum, Li, Nl

Maastricht, Limburg, Netherlands

As Engagement Center Department Manager, I am responsible for fostering an inclusive and high-performing work environment while focusing on providing exceptional customer service through processes and employees.Strategic Planning and Decision Making:- Develop key performance indicators (KPIs) and strategic plans to drive departmental success.- Participate as a key decision-maker in the European network, contributing insights and recommendations.Collaboration and Strategic Alignment:- Collaborate with other departments and centers to align on strategic initiatives, support efforts, and performance objectives.- Ensure alignment of departmental goals with overall organizational objectives.- Involved in mulitple tag teams to encourage focused and specific procedural and quality improvements- Best Practice sharing with sister site in BarcelonaQuality Management and Continuous Improvement- Drive quality management initiatives within the Engagement Centre on all levels- Identify opportunities for improvement in processes, Team Management and Development- Manage multiple teams within the Engagement Centre such as Operations Support, Customer Relations Team and Insurance- Develop high-performance standards and foster a culture of continuous improvement.- Oversee the employee lifecycle, including performance reviews, health management, and succession planning.- Empower and support employees to deliver exceptional customer service in an inclusive work environment and through process improvements.- Provide guidance and resources to enhance employee performance and satisfaction.

Limburg, Netherlands

- Maintaining day-to-day operational focus and leading the operational team on daily basis- Daily work according to the LEAN philosophy and take charge of operational implementations, evaluations & budgets- Training Shift Leaders and Team Leaders- Responsible for a safe working environment- Managing customer expectations/statistics and implementing KPIs- Reporting directly to Business Unit Director- Account Management

Benelux

As Business Unit Manager, I am responsible for multiple projects in the contact center environment for main topics such as:- Financial operational control and project P&L of +/- € 2.5 million- Daily operations control such as managing client KPIs, managing a team of 7 Supervisors, Business Analysts, Project Specialists, Quality Assistants and Global CRM Team- Account Management- Management and optimal performance of +/- 180 employees ranging from specialist support staff, Quality Control and Supervisors- Ensuring internal and external targets are met- Day to day client relationship with global clients- Reporting directly to C-Level Management- WBR/MBR and QBR presentations to clients and internally- Extensive tool knowledge on CRMs (such as RightNow, Adyen, Astro, VERA, Crystal Reporting, Cognos...)- Extensive knowledge of MS packages such as MS Outlook, Word, Excel and Powerpoint- Use of CRM tools such as Oracle Right Now - Project streamlining in Mexico City, Mexico and Poland (Warsaw and Katowice)- Project implementation in Beijing, China- Project management both operationally and financially in Warsaw, Poland- Management of 1 site in EMEA as part of 4 sites for global software client- +6 years of e-com operations management including Omni-channel- Six Sigma White Belt

Benelux

As Supervisor, I was responsible for the following:- Managing a team of +/- 15 contact center Technical Support Advisors.- Day to day client KPIs such as Service Levels, AHT, FCRR and CSAT - Day to day management of the employees such as motivational talks, monthly One to Ones, SMART target setting and developing technical skills- Direct client communication- Weekly and monthly client conference calls- Reporting directly to the Business Unit Manager

London, England

Hbo, Tourism And Travel Services Management, Pass

Activities and Societies: 3 years General National Vocational Qualifications (GNVQ) in 'Travel, Leisure and Tourism Management'​ completed.

Vwo Diploma, English Language And Literature, General, B

Vwo Diploma, Geography, B-