My name is Tamar Heeremans and I work as a Service Assurance Coordinator in the Service Assurance department, which is a subdivision of the Operations team. I joined Voiceworks in July 2013.
Every day, I start my work by analysing the previous day’s overall operation. How did we perform on the phones and in our ticket system? How can we improve? Are there any specific issues which require my immediate attention? I discuss the performance of my team and/or individual members, providing guidance as needed. Even though I generally have a structured plan at the start of each day, there are often unforeseen matters which need attention. Such as: colleagues who need support or information or customers who have requested an escalation that needs to be supported. My work is dynamic and no two days are the same. The atmosphere within my department (and Voiceworks as a whole) is always positive, which helps to create a sense that you are really contributing to the organisation. Getting involved with a variety of products and witnessing the way these are developed is one of the most enjoyable parts of my work.
Service Assurance department
The Service Assurance department ensures that all products and services which are supplied to our customers are optimally supported. Service Assurance is the first point of contact for customers who have any inquiries or concerns. All team members are fully knowledgeable about Voiceworks’ product portfolio and follow any assigned incidents from start to finish.