michael uecker

call center director germany

About

Senior manager in the Contact Center/ Information industry for more than 8 years Set-up of Sites/ Operations in numerous countries all over Europe Vast experience in Account management for key players in the ICT industry Turnaround experience Specialties: New client sales, Quality management, operations management

Country

united states

City

richmond

Industry

information services

Skill

outsourcing, operations management, contact centers, performance management, business strategy, customer experience, change management, call center, customer satisfaction, service delivery, quality management, copc, team management, crm, team leadership, telecommunications, account management, business process improvement, management, key account management, process improvement, bpo

Experience

general manager central europe

copc

2008-7 - 2009-6 · 1 yr

vice president global clients

stream global services

2011-10 - 2012-12 · 1 yr 3 mos

chief operations officer and member of the board

twenty4help

2003-9 - 2008-4 · 4 yrs 8 mos

Full responsibility for revenue (2006: 100 Mio €) and profit (double-digit margin) Development of the corporate strategy, especially regarding new markets and products Responsibility for the corporate internal support organisation, focusing on Quality Management, Personnel Development, Training and HR Management Direct reporting line of the Managing Directors in the different production sites in EMEA Winning new client contracts: - Apple (EMEA) - UPC (local ISP in the Netherlands) - @home (local ISP in the Netherlands) - Symantec (UK) Key Account Management for the clients Apple, UPC, @home, T-Online and 1&1 Internet Massive turnaround of the site in Maastricht, the Netherlands Set-up of new sites in Neubrandenburg, Germany, and Cape town, RSA, in 2007 Continuous COPC re-certification for the sites of Goerlitz, Germany, and Zgorcelec, Poland COPC-Certification at the site in Dortmund,Germany

managing director goerlitz

twenty4help

2000-3 - 2003-8 · 3 yrs 6 mos

* Green-field setup of the site in March 2000 * Managing the growth of the company to more than 600 employees (with 20 Mio € revenue and more than 25% EBT-margin) until end of 2003 * COPC certification in May 2003 * New clients won for the site: * Gericom (Austrian notebook manufacturer) * T-Online * AOL * Cortal Consors (German direct broker) * Epson * BMW * SonyEricsson * DBV Winterthur (insurance company, part of AXA) * 1&1 Internet * Delphi Automotive * Set-up of the new site in Newcastle, UK in 2001 * Set-up of a new site in Zgorcelec, Poland in 2003 * Set-up of a new site in Istanbul, Turkey in 2003

call center director germany

competence call center

2013-1 - Present · 13 yrs 9 mos

CCC is one of Europe's leading BPO companies in the topic of Customer Care. At 17 locations in 8 countries, more than 5,500 service professionals provide top quality international contact center services. CCC is a financially strong, rapidly expanding company with a clear focus on quality. Competence is our promise: 18 years of customer care expertise and 51 international awards confirm our international quality standards for our incoming hotlines, outgoing campaigns, in written customer communication as well as backoffice and social media.CCC currently runs locations in Berlin - Friedrichshain, Berlin - Prenzlauer Berg, Biel, Brasov, Bratislava, Bucharest, Dortmund, Dresden, Gdansk, Istanbul, Izmir, Leipzig, Paris, Vienna and Zurich.