Jelle Van De Mosselaar Email & Phone Number

Director of 'Business Management' at Nuuday CX & Operations. We are 4 leaders and ~50 specialists working with strategy, program- and project management, budgeting, controlling, Workforce Management (WFM), change management and data privacy. Our task is to optimize financial performance and customer experience while we design and implement the strategic roadmap of Nuuday CX & Operations. Our goal is to deliver the best customer experiences in Denmark through innovation, optimization, digital solutions and customer-driven business development.

Head of Department in 'Future Lab'. In Future Lab we work in a three step step proces of1. Designing the future contact center based on new technological opportunities, customer needs and business strategy.2. Making the strategic roadmap taking us from where we are towards where we want to be 1-3 years from now.3. Implementing the strategic initiatives in the contact center.Additionally we are responsible for Controlling on our capacity planning and FTE spend.I'm responsible for a team of highly skilled specialists in Controlling, Project- and Program Management and Agile Product Owners.

Head of Workforce Engagement (WFO/WFE) I was responsible for Contact Center Recruitment at YouSee and WFM Scheduling and KPI Management at YouSee, TDC Business and Telmore (Nuuday brands).In KPI Management I served as leader myself, and in Recruitment and WFM scheduling I had two leaders in reference. This setup fostered a holistic approach and a strategic shift in the WFM approach from Workforce Optimization towards Workforce Engagement. One example of this is the implementation of Teleopti as WFM tool to enable scheduling based on a balance between service level and agent preferences.Important results:+ Succesful implementation of COPC standards in Recruitment. This led to a significant improvement in 'On Time' meeting COPC best practice target and at the same time a significant improvement in 'Recruitment Quality' meeting COPC best practice for 'sustained improvement'.+ Succesful implementation of COPC standards in Scheduling leading to better scheduling and an improved balancing of SVL needs and agent preferences.+ Succesful implementation of Teleopti as WFM tool meeting both deadline and budget.+ Succesful implementation of agile working methods (Scrum and SAFe) to enhance collaboration between specialists in various disciplines, reduce time to market and become more customer centric in the development work.

Århus Area, Denmark

Responsible for WFM Scheduling at YouSee (TDC Group).Manager of a team of 11 specialists that handle Scheduling, data analysis and Management Reporting in accordance with COPC standards for +1.500 employees across several brands within TDC Group.

Århus Area, Denmark

Århus Området, Danmark

Planning of sales campaigns. Customer insights, market segmentation, production planning, performance management reporting.

Århus Area, Denmark

Data analysis, market segmentation, various tasks related to VBA and Microsoft Dynamics to assist efficient telemarketing.

Forecasting, employee scheduling, data analysis, operations management, invoicing.

Leadership, performance management, coaching, operations management.

Coaching, training of new colleagues, sales and customer service, customer retention.

Sales, customer service and retention.

Master Of Business Administration - Mba

MBA with an average grade of 11,4 on the Danish grading scale (ranging from -3 to 12). Completed courses include: Strategy, Finance.

Hd(O) / Graduate Diploma In Business Administration, Organisation And Leadership