• Managing processes for a Belgian client• Planning, designing, delivering, and managing IT services throughout the entire service lifecycle• Ensure that the services provided to customers meet their requirements while optimizing the organization’s costs, time, and resources• Analyzing customer needs and requirements, evaluating current and planned services, developing new services and strategies, tracking service performance, and adjusting as needed• Project Management

• Responsibility for the customer service representatives’ team• Communicating performance indicators to the Team and the management• Managing incoming volume to maintain KPIs at the desired level• Collating reports and breakdowns • Monitoring and enhancement of the Team’s performance in areas of productivity, process adherence, customer satisfaction, schedule adherence, and employee satisfaction

• Responsibility for the customer service representatives’ team• Communicating performance indicators to the Team and the management• Managing incoming volume to maintain KPIs at the desired level• Collating reports and breakdowns • Monitoring and enhancement of the Team’s performance in areas of productivity, process adherence, customer satisfaction, schedule adherence, and employee satisfaction

• Responsibility for the customer service representatives’ team• Communicating performance indicators to the Team and the management• Managing incoming volume to maintain KPIs at the desired level• Collating reports and breakdowns • Monitoring and enhancement of the Team’s performance in areas of productivity, process adherence, customer satisfaction, schedule adherence, and employee satisfaction

• Professional representation of the organization • Active participation in internal and external calibrations • Organizing training sessions and workshops • Supporting agents during the implementation period • Providing feedback to agents and tracking their performance • Monitoring agents’ work and training for quality improvement • Communicating quality-related indicators to the team and management • Developing specific action and development plans for individual agents and teams • Assist in the development and improvement of business and quality procedures