Jelle Van De Mosselaar

Experience

• 

  ISS Facility Services A/S

  Jan 2007 - Jan 2010

  Planning Specialist

  Responsibilities• 2009-2010: Planning Specialist – responsible for forecasting, scheduling, data analysis, operational control, and customer invoicing.• 2008: Team Leader – managing customer advisors.• 2007: Customer Advisor & Trainer – handling sales, customer service, and retention calls. Training and onboarding new colleagues.

• 

  Scanenergi A/S

  Jan 2011 - Jan 2015

  Planning Manager

  Planning Manager (2013-2015) & Project Specialist (2011-2013)Responsibilities• Planning and execution of sales campaigns.• Market segmentation.• Production planning.• Sales reporting.• Various analytical assignments related to business optimization.

• 

  Nuuday

  Jan 2015 - now

  Senior Director of Strategy, Business- & People DevelopmentResponsibilities• Leading two departments responsible for strategy and business development, as well as recruitment, training, and leadership & employee development across YouSee’s contact centers and stores.• Program lead for YouSee’s annual cost reduction program for the contact center, including idea generation, business cases, executive decision proposals, implementation, and evaluation of initiatives.Key Achievements• Delivered annual cost reductions of over 15% per year in the contact center without compromising service quality, achieved through call reduction, automation, and AI-powered digitalization.• Digitalized all training materials in YouSee’s contact center, improving quality and reducing training costs by 40-50%, while increasing flexibility, enabling the hiring and digital training of even a single employee at a time. The digital training modules incorporate AI-generated video, allowing for skill refreshment and cross-training of experienced employees during idle periods in the contact center.• Developed and implemented a four-year strategy for YouSee’s contact centers and stores, aligned with Nuuday’s corporate strategy. The strategy identified 15 key challenges related to customer experience, digitalization, sales, costs, and diversity, launching strategic initiatives to address them.• Negotiated and outsourced YouSee’s chat operations to a partner in Ghana, where customer inquiries are now handled via live AI translation between Danish and English.• Increased the percentage of female leaders in YouSee’s contact centers and stores from 17% to 25% in 2024 through a diversity program led by the People Development team, focusing on diversity in recruitment, onboarding, talent programs, and bias-awareness campaigns. Show less Director of Strategy & Business DevelopmentResponsibilities• Led six departments with approximately 100 employees, covering strategy, business development, project management, controlling, data privacy, complaint handling, call reduction, and more within Nuuday’s contact centers.• Strategy development with a digital focus, determining which customer service channels (store, phone, chat, Facebook, etc.) should be offered and defining the direction for digitalizing customer interactions, enabling 24/7 self-service via website, app, chatbot, and voicebot.• Program lead for YouSee’s annual cost reduction program for the contact center, including idea generation, business cases, executive decision proposals, implementation, and evaluation of initiatives.Key Achievements• Delivered annual cost reductions of over 15% per year in the contact center without compromising service quality, achieved through call reduction and digitalization.• Developed and implemented a digitalization strategy for the contact center.• Reduced customer complaints by over 20 % per year by systematically categorizing and eliminating the root causes of complaints. Show less Manager and Head of Section, Various departmentsResponsibilities• Held various leadership roles in YouSee’s contact center departments:o 2019-2020: Strategy, business development, project management, and controlling.o 2018-2019: Controlling and project management.o 2017-2018: Workforce management, including scheduling and recruitment for the contact centers.Key Achievements• Developed and implemented the ‘Innovation Award’ concept, where 1,000+ colleagues are invited to submit ideas on various themes. The best ideas are pitched to a panel of judges, with the winning ideas implemented each quarter. This results in 50+ new ideas per quarter, directly improving customer and employee satisfaction, reducing costs, or increasing sales. Nuuday’s 2-minute presentation of the concept can be found here: https://www.linkedin.com/feed/update/urn:li:activity:6659023524092489728• Led the procurement and implementation of a new workforce management system, delivered on time and within budget, with 50% lower licensing costs compared to the list price.• Implemented COPC best practice standards in workforce management and recruitment, leading to significant KPI improvements, including 10% more hires per job posting for customer advisor positions and a 50% reduction in early-stage employee turnover. These improvements met COPC’s ambitious benchmarks, derived from the top 20% of high-performing contact centers globally. Show less Responsibilities• Scheduling for 1,500 employees across YouSee, TDC Business, and Telmore contact centers.• Various analytical tasks aimed at optimizing the balance between staffing levels and customer demand, reducing both wait times and operational costs.• Process optimization within workforce management to improve efficiency and reduce manual workloads.• Reporting and presenting key workforce management KPIs (e.g., wait times, handling times, contact volume, and forecast accuracy) to contact center leadership teams across multiple brands. Show less

  • Senior Director

    Jan 2022 - now

  • Director

    Jan 2020 - Jan 2022

  • Head of Section

    Jan 2017 - Jan 2020

  • Planning Specialist

    Jan 2015 - Jan 2017