Johan Dewit

Current

Supervisor Back Office for VOO at WBCC

Past

Operations Manager at SITEL Belgium
Contact Center Coordinator at Scarlet
Quality Manager at BRUCALL

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Recommended

4 people have recommended Johan

Connections

219 connections

Industry

Telecommunications

Websites

Johan Dewit’s Summary

My current role manages the day to day operational aspects of the client call center through:
•Ensuring that both corporate and client Definitions Of Success and subsequent KPI’s and SLA’s (financial/non financial) are met
This in order to increase revenue, profit, retention and client satisfaction
•Provides leadership, development and coaching to Team Managers, Trainers, etc
•Develops an operational plan which includes in production hours, staffing
•Maintains and develops operational statistics, financial management information and results reporting
•Reviews management reports and suggested resolutions for improvements in productivity, service quality and profitability – signs off as needed
Unique Knowledge and Skills
•Successful call center management experience
•Confidence in client interaction
•Ability to build successful solutions
•Strong numeric and analytical skills
•Experience of all types of call center application
•Understanding of financial drivers

Johan Dewit’s Specialties:

people management, quality monitoring, project management

Johan Dewit’s Experience

Supervisor Back Office for VOO

WBCC

(Public Company; Consumer Services industry)

December 2009 — Present (1 month)
Operations Manager

SITEL Belgium

(Privately Held; Outsourcing/Offshoring industry)

December 2005 — November 2009 (4 years )

The Operations Manager will carry responsibility for managing daily operational services in the domains of client communication, people management, management information and processes and procedures and is responsible for bringing improvements in operational delivery. Is responsible for providing leadership, development and coaching towards the operational team and acts by example in terms of people management.Is the main contact person for day-to-day operational issues towards the client. Is responsible for achieving customer and client satisfaction and should make suggestions towards improving both.Sits at regular intervals with the client to understand requirements, discuss performance and provide feedback on customer interaction.Is responsible for highlighting via proper business proposals changes needed for reporting/Invoicing and analysis. Clients I have serviced over the past two years are Nokia, Telenet, Johnson Control and Nuon.
Contact Center Coordinator

Scarlet

(Privately Held; 201-500 employees; Internet industry)

June 2004 — September 2005 (1 year 4 months)
Quality Manager

BRUCALL

(Privately Held; 201-500 employees; Market Research industry)

September 2001 — June 2004 (2 years 10 months)