Contact Center, Training, Migration and Home Services Manager

• Jan 2004 - Present

Responsibilities: As Contact Center Manager I’m responsible to achieve the KPI’s by managing a team of 29 employees. As Home Services Manager I’m responsible for the outside interventions by managing a team of 5 employees. As Roll Out Manager I’m responsible for the quality of the data migrations within our company specific software. As Training Manager I’m responsible for all the external trainings. This includes the scheduling, the creation or adaptation of the training content and last but not least, the managing of 5 trainers. Achievements: A strong increase of the results, the agent and the customer satisfaction and this by a decrease of the budget. Implementation of an automatic information system and an increase of the local intervention quality which results in a higher client satisfaction while respecting the available budget. Automation and optimization of the migration process. Gain the accreditation of our courses, the creation of a complete syllabus and Quick User Guides and the implementation of decentralized courses. Skills: Leadership, discipline, communication, problem solving, Team building Show less