Tim Vandersteen

Lead outsourced consumer care operations across BPO partners, ensuring consistent delivery across regions, lines of business, and support channels. Govern external partner performance and cost, coordinating volumes and care-relocation initiatives and ensuring that contractual obligations and support budgets are respected while maximizing value from outsourced support. Own contact center performance by driving KPI attainment, quality, customer experience, and revenue results.

Responsible for project portfolio, knowledge management and training of 1000+ agents in 12 in-house and outsourced service centers, for activities as aftercare, direct sales, trade & group sales and social media servicing. Managing a team of 4 direct and 6 indirect reports; project and process managers, knowledge experts Project and project portfolio management for implementation of new services, new technology and reallocating services to outsourced service centers.

Responsible for service delivery & performance management of 250+ care agents in 7 in-house and outsourced customer care centers. Leading a team with a project manager and knowledge experts. Monitoring, analyzing and actioning on results to reach KPI as coverage, response time, handling time, compensation budget and customer satisfaction.