• Identify and drive operational efficiencies, improvement initiatives with operations teams• Use new contact center technology to achieve Call avoidance and call redundancy• Participates with other managers in setting the project strategy, schedules, resource and financial analysis.

As operational manager, I am responsible for the daily running and management of different Telco Department ( Cuca, Billing, Retention, Technical, Sales with up and cross selling ) for one of the Belgium’s biggest players in telecommunication. I'm working towards ambitious goal with a team of 7 team coaches and more than 100 consultants• 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. • Guiding and coaching teamleaders and teamcoaches• 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 • Assure off a timely, cost efficient and high quality production while keeping up-to-date with the technology level

Team Coach : Customer Care VOO ProjectIPG Group IPG Group, a leading partner in the field of telemarketing, teleservices, contact centers, business solutions and training, has over 18 years of experience with customer contacts - 24 hours a day, 7 days a week - in 18 different languages.With 800 workstations and 1,000 enthusiastic employees, IPG Group offers you all the benefits of its know-how in the field of CRM and contact center services.Since its inception in 1999, IPG Group has been very successful. IPG Group’s unique approach, coupled with its focus on ensuring seamless integration of advanced technologies and experienced staff, is still its strong point.IPG Group works hard to be proactive and to create empathy with customers and end users to tailor fundamental concepts and ideas to the needs of end users.IPG Group has branches in Zaventem, Leuven and Hasselt