Management Information Manager / Reporting Manager – 9 month FTC

Job Ref: DJPF1281
Job Title: Management Information Manager / Reporting Manager – 9 month FTC
Location Birmingham, West Midlands
Salary: Up to £55,000 + Benefits
Employment Type: Fixed Term Contract

My client is looking for a MI Manager who will be responsible for proactively supporting the successful delivery of Management Information (MI) requirements to ensure business objectives are met.

You will manage and motivate a team of MI Analysts, aiming to maximise operational effectiveness service levels by ensuring that policies, procedures and documentation are professionally and efficiently administered.

As the MI Manager will also ensure that all individuals within the team are fully aware of the businesses aims and objectives, providing relevant and timely updates where appropriate on all aspects of business/market change. You will support the organisation in improving customer satisfaction and will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Some of the Responsibilities include:

• Focus on business objectives and have a full understanding of how the production of insightful data can assist in the achievement of service levels in order to improve customer satisfaction and reduce customer complaints / escalations.
• Be responsible for human-resource-related management and decision-making including the development of direct reports through personal accountability and effective performance management by use of, but not limited to, objective setting, 1-2-1 meetings and appraisals, recruitment and selection, coaching, absence and disciplinary management.
• Ensure all defined processes and reporting requirements are followed personally and by their team members.
• Through effective stakeholder management understand the business requirements and manage the team to deliver on these.
• Support the Support Services Director in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.
• Maintain strong communication links with and provide assistance to stakeholders.

If you are interested to apply:

• You will have an understanding of the operational expectations of a Management Information team
• Some knowledge of the capability of MI reporting tools such as MS SQL Server Reporting Services (SSRS), MS SQL Server Analysis Services (SSAS), MS Office (Excel, PowerPivot, PowerBI) and Qlikview
• Experience with managing HR processes.
• Demonstrable planning, leadership, motivational and organisational skills..
• The ability to present technical and complex information
• Proven track record of building and developing teams.
• Ablility to develop and deliver presentations to direct reports and stakeholders.
• Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJHB1025
Role: Customer Service Manager
Location: Birmingham
Salary: up to £42,000 per annum
Job Type: Permanent

A great opportunity has arisen for a Customer Service Manager to join a growing business in the Midlands.

Working as part of an evolving business, you will be required to turn your hand to a broad range of tasks on a daily basis; making every day different.

Heading up a dynamic customer service team, you will be responsible for a range of teams within a contact centre environment and will have the opportunity to make a huge impact on the business’ future.

With plans to double the size of the team in the next 12-18 months, this is a really exciting opportunity and a pivotal time to join the organisation.

Responsibilities will include:
• Driving the performance of a dynamic customer service operation.
• Mentoring, training, developing and coaching the Team Leaders within the department.
• Handling escalated and complex customer complaints and queries.
• Motivating the team members to strive and achieve success against measurables.
• Working as part of the leadership team, reporting to the Senior leadership team.
• Working in line with industry regulations, guidance and best practice with a focus on providing excellent customer service.

You will ideally:
• Be experienced in the management of a contact centre team, delivering the best customer service levels within a customer-facing environment.
• Be able to manage a team of team managers across multiple disciplines including Customer Service, Billing, Retentions, Complaints etc.
• Have worked within the utilities sector and have an excellent knowledge of the regulated sector and compliance standards which apply.

This is an exciting opportunity to be a part of an evolving call centre who are about to grow and develop their service offering to the UK market.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter any discussions or offer any assistance regarding sponsorship.

Real-time Analyst

Job Ref: DJPF1278
Job Title: Real-time Analyst
Location: West Midlands
Salary: Up to £24,000 + Benefits
Employment Type: Permanent

My client is looking for a Real-time Analyst who will be responsible for delivering real time support for resource allocation and activities in the Contact Centre. You will prioritise demand and assign customer service advisor resource where it is needed.

Some of the Responsibilities include:
• Monitoring and analysing all contact centre real time activity including; adherence to schedules against planned activities, Agent activity, contact channel volumes and delivery.
• Accountability for real time decision making and taking appropriate action for coordination of staffing allocation and availability of call centre staff to ensure contact centre service level objectives are achieved.
• Owning the real-time communications by providing regular updates and facilitating real-time discussions. In order to maximise productivity of activity as per the resource plan.
• Managing daily activities and reallocation of staffing as per on the day customer demand and contact, shrinkages and any unforeseen circumstances.
• Working with resource planning to continuously refine and improve the planning process.

If you are interested to apply you will need:
• A proven track record and experience in a Real-time Analyst role
• Strong analytical and strategic thinker
• Ability to quantify numerical data and translate to various stakeholders
• Communication & influencing skills: must be highly credible in influencing stakeholders
• Proven verbal and written communications skills
• Organisational skills: able to prioritise and co-ordinate workloads
• MS Office
• Proven track record & experience in a Real-time analyst role
• Experience of using a telephony & WFM system – Desirable

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Programme Director

Job Ref: DJHC4282a
Job Title: Programme Director
Location: UK wide with travel
Salary: Up to £100k + car + bonus
Employment Type: Permanent

This is an opportunity for a proven senior programme executive to join an exciting well established and forward thinking business.

You must have significant experience specifically within programme management in order to be considered for this role!

Some of the duties will include:
• Delivering the turnaround of programmes of a high value of complex nature (£10m+)
• Shape new Programmes and re-shape existing ones, including setting up the programme structure, pulling in of resources and detailing skillsets required
• Direct and motivate the overall Programme team in order to deliver business outcomes to a consistently high standard, on time and within budget
• Remain commercially focused, liaising with the wider business to ensure the contractual position is always secure
• Think strategically as well as commercially for the benefit of long term client relationships
• Challenge the status quo and cope with unusual/non-standard problems and issues
• Recommend alternative options and approaches to all kinds of complex situations, presenting a ‘can do’ attitude
• Be a trusted advisor to internal and external stakeholders, having excellent coaching skills
• MSP qualifications or equivalent are essential

If you are interested to apply for this position then you will need proven experience as a senior programme executive, managing cross functional commercial and client relationships.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Solutions Architect (Contact Centre Solutions)

Job Ref: DJMA1824
Job Title: Solutions Architect (Contact Centre Solutions)
Location: UK Home Based.
Salary: £65-70k base
Job Type: Permanent

Bridging the gap between engineering and sales, the solutions architect is a critical position within the development of this ambitious software provider, that prides itself on the quality of their execution.

Managing the Technical Q&A with customers and prospects, the Solutions Architect will take the lead on strategy and architecture of the solution, scenario planning, design and workflow planning,
ensuring a successful deployment and customisation

The Solutions Architect will support the Pre and Post-Sales Support teams across the cloud platform for both their channel partners and enterprise clients.

You will need the ability and gravitas to work with a top-class engineering team and take a customer success approach and thinking to deliver a high-quality flawless execution.

This role will have a requirement to travel across the UK and internationally (3-4 times a month)

Previous experience of solutions architecture in a Contact Centre and or Unified Communications, Telephony/PBS environment will be required.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Complaints Team Manager

Job Ref: DJJM1230
Job Title: Complaints Team Manager
Job Location: Midlands
Salary: 30K – 35k
Employment Type: Permanent

Reporting to the Contact Centre Manager, this complaints management role is within an exciting and diverse company within a high growth and competitive market sector.

The post-holder will play a pivotal role in the management of a complaints team, the ability to lead by example and engage with the team offering coaching and development is essential.

You will own the full end to end journey of a complaint, looking at process, policy and procedure to enhance the customer experience and use root cause analysis to understand trends in complaints working closely with departmental managers to fix the operational flaws.

Some of the responsibilities will include:
• Lead a team of assessors, to maximise performance and deliver on all service levels
• Support and develop team members to continuously develop the skillset to achieve on required service levels
• Take appropriate steps to maintain and adhere to quality standards and processes
• To consistently review both operational practices and procedures to effectively develop and improve the processes in this area.
• Ensure that the team demonstrate proficiency and competency in all types of assessment quality checking
• Develop a strong relationship with all stakeholders working together to stop any further repetitions for complaints

The ideal candidate will be self-motivated, with a significant coaching and development skillset, with a professional and ethical approach to delivering targets. Individuals who can demonstrate success within a target driven capacity, with first-hand experience within a regulated environment may have an advantage.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Content (On-line Community Content/Chat)

Job Ref: DJKG1287a
Job Title: Head of Content (On-line Community Content/Chat)
Location: Stoke-on-Trent
Salary: £60k to £70k (plus 20% bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Content (on-line community content/chat) to join an innovative and forward-thinking digitally led organisation. The Head of Content will oversee the “chat community” function of the business with around 7 Operations Managers and between 70 and 100fte.

This role requires you to be able to work closely with the Customer Services Director and you will be responsible for the Operations of the overall “Chat Community Team”. You will build and develop this online community.

As the Head of Content (On-line Community Content/Chat)
• Creating a vision and strategy for the UK Chat Operations
• Working closely with stakeholders and create and engaging an exciting chat content
• Formulating key measurements to ascertain ROI and SLA
• Analyse and interpret the customers data and trends
• Manage and develop the Operations Managers

If you are interested in applying for this position, then you will need to have managed a team within a contact centre and must have led a Chat, Social Media, or Digital team. They are looking for someone that has developed an on-line community chat i.e. blogs, community Facebook or business or service pages whereby people can talk collectively as a community)They are looking for someone that is passionate about delivering creativity and innovation with the chat team, whilst been able to measure the impact of running an outstanding chat community.

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager

Job Ref: DJPF1270a
Job Title: Resource Planning Manager
Location: Stoke on Trent, Staffordshire
Salary: £35,000 – £40,000 + 20% Bonus + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Specialist. Reporting directly to the Operations Manager, the main responsibility of this role is to manage the Resource Planning function for the Customer Support Team.

Some of the Responsibilities include:
• Calculate resourcing levels within a complex, constantly changing customer operation so that customers consistently receive world class customer experiences from the operational teams.
• Manage the creation, publishing and adherence to all relevant working schedules
• Ensure operational shrinkage is well understood by all stakeholders and planned for.
• Perform continual analysis of current performance and conduct real time re-forecasting to make necessary adjustments to resourcing plans.
• Analyse resource information to identify trends and provide meaningful insight to the operation.
• Analyse, review and communicate individual and team performance to ensure to adherence to schedules and work with stakeholders across the business to ensure this is sustained.
• Seek to continually evolve all planning, forecasting and resourcing processes and systems, with an emphasis on service accessibility and quality.
• Produce regular management reporting and presentations that supports key decision-making for headcount requirements, budget forecasting and project costing.

If you are interested to apply:
• Instinctively service-orientated, you should be able to demonstrate a thorough knowledge and passion for Contact Centre and operational environments and the dynamics that impact operational performance.
• Recent and demonstrable experience in planning, forecasting and resource optimisation in a customer operation or contact centre environment.
• Attention to detail, high levels of numeracy, strong verbal and written skills and a creative style are essential for this role.
• Ability to adapt forecasting and planning methodologies to a variety of inbound, outbound and back office operational functions.
• The ability to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging environment.
• Excellent reporting and presentation skills with a demonstrable expertise in Ms Excel and other analytical tooling.
• A general understanding of Contact Centre Workforce Management scheduling systems would be highly desirable.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Complaints Manager

Job Ref: DJHC4287
Job Title: Complaints Manager
Location: The Midlands
Salary: Up to £40k Salary
Employment Type: Permanent

I am looking for an innovative and modern thinking Complaints Manager, that can manage the function, driving Customer centric change, advocating best practise and creating a culture of excellence.

If you are a specialist in the complaints arena and are looking for a change and the opportunity to make a difference, then this role could before you!

Responsibilities:
• Operational Leadership and day to day management of the customer complaints team
• Implement compliant processes across the function, ensuring adherence with the regulator
• Drive customer centric change within the team, promoting a ‘right first time’ mentality
• Reduce customer complaints by cross functional working and root cause analysis
• Use insight and MI to collaboratively drive performance
• Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
• A strong Complaints Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey
• Experience in a regulated environment

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.