Ethnocultural Inclusion in the Workplace

Lean Six Sigma White Belt Certification

Fundamental Leadership

Child rights and why they matter

Lean Six Sigma Green Belt

Inclusive Communication

PRINCE2 Foundation

Lean Six Sigma Yellow Belt

Caring Leadership

Forward Program

Volunteer

Member of the General Assembly

Certificate in Business Strategy

Master

Exercising Leadership

Certificate in Leading From The Emerging Future

Master of Business Administration - MBA

Member of the Management Team. Responsible for the Planners, Traffic Managers, Reporting Specialist, and Forecast for the Customer Interaction Center for SoHo (Small office Home office clients). SoHo Service Center handles all incoming volume regarding Care for the SoHo for Telenet Business. Key achievements include: -Resource Optimization: Successfully managed resource allocation, ensuring the effective deployment of talent to meet the dynamic demands of SoHo clients, fostering agility and responsiveness. -Quality Control Systems: Implemented robust quality control systems, elevating service standards and ensuring a consistent, high-quality customer experience for SoHo clients. -High-Stakes Escalation Resolution: Led the resolution of high-stakes customer escalations, demonstrating a commitment to customer satisfaction and retention during critical moments. -Process Optimization: Spearheaded process optimization initiatives, streamlining workflows to enhance operational efficiency and

WFM & Reporting Senior Manager - SoHo

Allied to the program of the Flemish Government. Responsible for Planning, Forecasting and Scheduling for multiple projects. Key achievements include: -Government Partnership: Collaborated closely with the Flemish Government's program, ensuring alignment with its objectives and contributing to the success of initiatives through strategic planning. -Strategic Forecasting: Led the forecasting efforts for call and mail volume, utilizing predictive analytics to optimize resource allocation and ensure optimal efficiency in meeting the demands of the project. -Team Scheduling Mastery: Orchestrated the scheduling of a diverse team of 145 customer service professionals, strategically aligning their efforts with business objectives to enhance productivity and deliver exceptional service. -Routines Standardization: Introduced a standardization of routines and workflows, enhancing operational efficiency and promoting a consistent and streamlined approach across the project. -Automated Planning: I

Workforce Planner

Temporary assignment. Business Consultancy for the Flemish and Netherlands regions. Conducting comprehensive research in HR, financial, business, and gender-related policies in multiple small, medium, and large organizations in the regions. This work is a pivotal component of a broader overall European Union research initiative aimed at bolstering future support structures for organizations across the entire Union engaged in international trade of goods and services outside the EU. My responsibilities included analyzing existing policies, identifying areas for improvement, and formulating data-driven recommendations to enhance the competitive advantage and sustainability of these organizations on a global scale. By collaborating with stakeholders, I actively contribute to the development of impactful strategies and initiatives that not only promote economic growth but also advance gender equality and inclusivity within the Union's import and export landscape. This multifaceted role ali

Country Consultancy Director BE/NL

Member of the Management Team. Key leadership role with responsibility over Navigation, Planning, Reporting, Routing, Customer Satisfaction, Budget, and Training for the SME/LE (Small-Medium Enterprises / Large Enterprises) Service Centre. SME/LE Service Center handles all incoming volume regarding Care for the SME/LE for Telenet Business. Key achievements include: -Strategic Navigation: Provided strategic direction in Navigation, aligning operational objectives with Telenet's broader mission and ensuring effective execution of organizational goals. -Efficient Planning: Optimized planning processes to enhance efficiency and responsiveness, ensuring the SME/LE Service Centre was well-prepared to handle the dynamic needs of Telenet Business clients. -Comprehensive Reporting: Implemented robust reporting mechanisms, providing real-time insights into performance metrics and facilitating data-driven decision-making for continuous improvement. -Optimized Routing: Streamlined routing processe

Navigation Service Center Senior Manager - SME/LE

Civilian Advisor for the Flemish Government. Key responsibilities included: -Civilian Support: Acted as a dedicated point of contact for civilians, offering comprehensive information and solutions regarding intricate governmental services and departments. -Complex Problem-Solving: Proficiency in resolving complex issues faced by civilians, ensuring a smooth and streamlined experience when interacting with various government services. -Grant Assistance: Assisted civilians in navigating the process of requesting governmental grants, specializing in areas such as children/infants, schools, and residential house rebuilding. -Governmental Liaison: Functioned as a liaison between civilians and the corresponding governmental departments, ensuring accurate and timely advice tailored to the unique needs of each individual. -Customer-Centric Approach: Maintained a customer-centric approach in all interactions, fostering positive relationships and ensuring a high level of customer satisfaction in

Civilian Advisor

Business Consultancy mainly in the fields of Contact and Service Centers in a diverse range of clients on long, mid, and short-term projects. Key achievements include: -Comprehensive Consultancy: Provided expert guidance to clients, offering strategic insights and solutions in Time Registration/Management, Planning, Scheduling, HR, and productivity measurements. -Process Enhancement: Successfully assisted clients in optimizing routines, refining skills, and cultivating productive habits, leading to marked improvements in operational efficiency and overall performance. -Change Management Leadership: Led Change Management initiatives, driving transformative shifts in processes and organizational culture. Implemented the complete circle approach of Workforce Management (WFM), bringing about positive changes for co-workers, clients, and the organization. -Long-Term Impact: Established enduring relationships with clients, contributing to their sustained success over the long term through st

Workforce & HR Management Senior Consultant

Member of the Management Team. Served multiple terms representing the interest of the MT as the Chairman of the Works Council and succeeded in finding win-win-solutions for both parties involved. My role encompassed the comprehensive oversight of the teams Workforce Management, Continuous Improvement, and Finance & Administration for the Customer Support Center (CSC) at IKEA Belgium. Key achievements include: -Pioneering a successful collaboration with a new external partner for call handling, strengthening our customer support capabilities. -Streamlining and optimizing multiple process management threads to enhance efficiency and productivity. -Spearheading the digital transformation of all administrative functions within the unit, significantly improving operational effectiveness. -Acting as a trailblazer in the broader professionalization of the CSC and fostering collaboration between key units, namely Business Navigation, HR, and Operations. -Developed and executed strategic plans 

Department Head Business Navigation - CSC

Member of the Experience Management Team. Leading and guiding teams responsible for the strategic and operational management of IT and facility services at Technopolis. The role focuses on shaping strategy and ensuring the effective functioning of IT and facility services that support Technopolis' operations. Key achievements include: -Facility Management: Directing and empowering the team responsible for maintaining the safety, functionality, and efficiency of the Technopolis infrastructure, ensuring a high-quality environment for visitors and staff. -IT Management: Overseeing the IT team to ensure the reliability, security, and continuous improvement of systems supporting operations and enhancing the visitor experience. -Safety and Compliance: Leading the team responsible for ensuring adherence to all regulatory and safety standards, maintaining a secure and visitor-friendly environment. -Operational Efficiency: Establishing and guiding the implementation of processes that optimize w

IT & Facility Manager

Temporary assignment. Multiple administrative tasks in the central vault of the bank. Key responsibilities included: -Vault Administration: Managed and executed administrative functions within the central vault, ensuring the secure and organized storage of documents and assets. -Task Prioritization: Prioritized and executed tasks in a time-sensitive environment, contributing to the efficiency of daily operations in the central vault. -Confidentiality Compliance: Adhered to strict confidentiality standards, upholding the bank's commitment to safeguarding sensitive information and assets. -Collaborative Engagement: Collaborated with colleagues within the central vault and other departments, ensuring a harmonious and coordinated approach to administrative responsibilities. -Process Optimization: Identified opportunities for process optimization within administrative workflows, making valuable contributions to overall operational efficiency. -Temporary Role Impact: Despite the temporary na

Junior Business Support Specialist

Sitel Belgium has become in2com in 2013, later renamed Foundever. Responsible for the Teams Planning, Scheduling and Traffic. Key achievements include: -Transition and Rebranding: Led the transition from Sitel Belgium to in2com in 2013, actively contributing to the successful rebranding and ensuring a seamless operational continuity. -Holistic Planning: Calculated long-term forecasting, meticulously managing budgetary considerations, and implementing effective capacity planning strategies. These efforts were essential for optimizing resource allocation and meeting the dynamic needs of diverse channels and projects. -Multinational Expertise: Applied my expertise in forecasting and planning across multiple countries, providing valuable insights and strategies tailored to the unique operational landscapes of each location. -Strategic Advisory: Provided strategic advice to company decision-makers. -Process Improvement: Led initiatives aimed at improving existing routines, challenging overa

Workforce Planning & Forecasting Senior Manager

Temporary assignment. Member of the Management Team. End-to-end responsible for the Service Center that supports the organization in all aspects of Scheduling, Planning, Administration, Reporting, Billing, and Hospitality. My overarching objective was to cultivate an environment of excellence, where the team is not only empowered to deliver unparalleled customer experiences but also continually strives for improvement. Key achievements include: -Strategic Leadership: Provide strategic direction to all facets of Service Center operations, aligning our objectives with Ascento's mission and ensuring the seamless execution of organizational goals. -Efficiency Enhancement: Implement robust planning processes to bolster efficiency and responsiveness, enabling the Service Center to adeptly navigate the evolving needs of the clientele. -Data-Driven Insights: Spearheaded the implementation of comprehensive reporting mechanisms, furnishing real-time insights into performance metrics and facilita

Service Center Manager

Member of the Experience Management Team. Leading and guiding the Technical Services Teams responsible for the maintenance, support, and continuous improvement of the technical infrastructure and exhibits that power Technopolis’ science experiences. The role focuses on ensuring operational reliability, safety, and technological innovation to enhance both the visitor experience and internal operations. This includes the strategic, tactical, and operational management of: -IT Team: Ensuring the reliability, security, and continuous improvement of IT systems that support both internal operations and the visitor experience. -Facility Team: Managing the maintenance, functionality, and efficiency of the Technopolis infrastructure, providing a safe and high-quality environment for visitors and staff. -Prevention Team: Overseeing safety protocols and ensuring compliance with all regulatory and safety standards to maintain a secure, visitor-friendly environment. -Support Engineering Team: Suppo

Technical Services Manager

Non-Executive Director

Transforming complex global environments into consistent, high-quality outcomes.

Know about Wouter Vander Waeren's work experience, education, bootcamps, certifications, and much more. Wouter Vander Waeren