Leonard Hounou Rambert
Head of South Europe Customer Contact Centres @ECG
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WORK HISTORY
Head of South Europe Customer Contact Centres @ECG
FR
Full responsibility for Sales & Customer Service operations across Southern Europe- Led 3 French call centres (80+ CSRs) and specialized teams (30+ staff, 4 managers)- Managed €100M+ turnover and annual customer interactions- Set and govern KPIs, SLAs, and quality standards to ensure performance and consistency- Orchestrated cross-functional collaboration with Sales, Marketing, and Executive teams.
EDUCATION
CEGOS
Management Training
Institut de Formation aux Carrières de la Communication et de la Vente
BTS, Commerce
SKILLS
ABOUT LEONARD HOUNOU RAMBERT
I am Leonard HOUNOU RAMBERT, a Senior Manager with 26+ years of experience in the Customer Contact Centre and Outsourcing (BPO) Industry, with proven expertise in team leadership, client management, multilingual operations, and international project delivery.I have spent several years working in major outsourced environments, where I managed multiple clients and operational teams. Since 2014, I have been working for one of the leading companies in the Campsite industry, driving operational excellence and customer success across international markets.I thrive on new challenges, and I am always looking for opportunities where I can leverage my strong operational knowledge, leadership experience, and multicultural background to deliver measurable impact.Strengths & Expertise• 26+ years of experience in Team Management, Project Management and Customer Service• Leadership of multilingual and multisite teams (Team Leaders, agents, Project Managers, international clients)• Customer Contact Centre Management: operations, KPIs, SLAs, performance monitoring and continuous improvement• Client Management: strategic relationships, business reviews, escalation handling, contract adherence• Project implementation (French & International): setup, training, reporting, billing, operational delivery• Strong experience in training, negotiation and consulting• Proven ability to operate in global, multicultural ProfileLanguages:• French (Native)• English (Fluent)• Spanish (Professional)• German (Professional)I am passionate about building high-performing teams, creating strong client partnerships, and delivering excellent customer experience in fast-moving international contexts.ContactProfessional: l•••••••@vacanceselect.comPersonal: l••••••@gmail.com
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