Volker Reichinger

Senior Manager and natural leader with special strengths in development and management of intercultural virtual teams. 20 years in IT Outcourcing with large experience and knowledge in the contact center business as well as in network services. Having worked in my career in various areas reaching from sales, service consulting, bid & solution management, project- and program management to service management. Having lead the design and deployment of a global contact center solution based on Genesys which combined nine contact centers in Canada, USA, Germany, Ireland, Turkey, China, Singapore and the Philippines to one global virtual contact center with skill-based routing. Drove innovation in the worldwide contact centers through integration of Genesys Voice Portals with Voice biometrics for end-user password reset as well as skill-based multi-channel routing (email, webchat). Further integration of the global Genesys solution with the Verint Impact 360 Suite, with special focus on Quality- and Work Force Management to increase service quality and productivity in the contact centers. Complete worldwide responsibility for all contact center relevant applications, solutions (e.g. Knowledge Management, Ticket monitoring, End-user Satisfaction Survey) as well as the MPLS network connecting all contact centers. Complete responsibility for Profit & Loss of all global contact center technologies including enabling and controlling of intercountry value flows. Development and management of operational teams and architects in offshore (Philippines, China), near-shore (Ireland, Turkey, Poland, Romania) and onshore (Germany, USA, Canada). Further experiences in bid management, technology lifecycle management, global service management and global governance of network services for a large global customer. Special focus on innovative Wireless LAN Services. Core strengths: - Result oriented and structured proceeding - Development and leading of multicultural virtual teams - Strategic and pragmatic thinking - Business cases - P&L Management