Team Leader / Team Manager (Contact Centre)

Ref: DJKG1251
Job Title: Team Leader / Team Manager (Contact Centre)
Location: Stoke-on-Trent
Salary: £28k (plus bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally lead organisation. The Team Manager or Team Leader will manage a team of up to 12 customer service agents.

This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

As the Team Manager or Team Leader some of your responsibility will be to:

• Take ownership and responsibility for delivering exceptional customer service
• Review and analyse performance and KPI’s with relevant key stakeholders
• Develop the team focusing on key motivators to enhance the team and individual achievements and success
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, then you will need to have managed a team within a contact centre setting. They are looking for someone that is passionate about delivering exceptional customer service along with strong influencing skills and a collaborate leadership style.

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: DJPF1211
Job Title: Resource Planning Manager
Location Coventry / West Midlands
Salary: £42,000 Plus Benefits
Employment Type: Permanent

As Resource Planning Manager you will be part of the Customer Service management team, you will take ownership of the strategy, development and long-term success of the Resource Planning team. Planning the effective utilisation of the Customer Service workforce carrying out forecasting, scheduling and real-time analysis.

Some of the Responsibilities include:
• Determine and communicate staff capacity and roster requirements;
• Ensure recommendations to best use staff to achieve KPIs, targets and mandates are provided to the business;
• Ensure appropriate level of training/catch-up hours are available;
• Managing and developing your own team of Resource Planning Analysts;
• Budget modelling responsibility for the contact centre;
• Creating new and innovative forecast and capacity models
• Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems;
• Contribute to improving the business and enhancing the reputation of the company by putting forward new ideas and by implementing change when requested to do so.

If you are interested to apply:
• Strong experience in team management and effective resource planning;
• Good knowledge of Workforce Management tools, Word, Excel and Access databases;
• An in-depth understanding of manual forecasting methods and formulas;
• Strong communication, collaboration and influencing skills to work at all levels from Director to Agent and external third parties;
• Work in a fast paced and pressurised environment, dealing with a high volume of calls;
• Have high standards of accuracy and attention to detail;

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.

Contact Centre Manager/Client Delivery Manager

Job Ref: DJMA1767
Job Title: Contact Centre Manager/Client Delivery Manager
Location: Barcelona
Salary: Circa 35,000- 50,000 EUROS (base and bonus) relocation assistance and benefits
Employment Type: Permanent

Hola……We have a fabulous opportunity for an experienced Contact Centre Manager from the UK to relocate to Barcelona; a vibrant cosmopolitan city where nothing is far away. Working for an award winning international organisation, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

The position will have full responsibility for an inbound sales through service campaign to include team leadership, development and performance, as well as being the primary point of contact for the customer. You will have full responsibility for the operational delivery, as well as the success and growth of the account. The successful candidate will also prepare and present monthly and quarterly reports to internal and external stakeholders.

An overview of the role and responsibilities are below:

Converting enquiries in to sales, where every sale counts and the lead the team to meet sales targets.
Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed.
To provide executive summaries and provide appropriate recommendations to clients based on KPI’s and Trends.
Hands on management and accountability for operational delivery through Operations Managers, Team Managers and Real Time analysts.
To monitor and control budgets, driving sales and profit targets are met.
To be able to forecast Sales, Gross Profit and People’s cost figures on a monthly / quarterly / yearly basis
Deliver Profit & Loss summary on a weekly basis to BUD/OD
Take ownership for own continuous personal development, undertaking relevant training as and when appropriate.

If you are interested in applying for this position, you will need to have proven contact centre management, with account management or client service management experience, within a sale through service environment. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

If you are interested in applying for this position, you will need to have worked in a customer service environment in a senior and strategic role, where you have a proven track record in driving customer experience improvements. Have excellent communication and stakeholder skills.

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.

Quality Assurance Lead

Ref: DJKG1249
Job Title: Quality Assurance Lead
Location: Oxfordshire/Northamptonshire/Bedfordshire
Salary: £30k to 35k (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Quality Assurance Lead to join an innovative and forward-thinking organisation. The Quality Assurance Lead will be tasked with reviewing and investigating customer survey responses for the contact centre and looking at initiatives that improve the customer experience within the contact centres.

This role requires you to be able to work in a collaborative manner, developing positive working relationships with the Quality and Training Manager and the wider team.

As the Quality Assurance Lead some of your responsibilities will be to:

• Support new hire groups
• Internal and External call monitoring ensuring all regulatory processes are followed
• Ensuring quality metrics are recorded through training and coaching
• Approve and review documents within the internal systems

If you are interested in applying for this position, then you will need to have a proven background as a Quality Assurance Lead and be able to demonstrate your experience of working within a fast-paced environment. Experience in salesforce is an advantage.

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.

Quality Manager or Quality Assurance Manager

Ref: DJKG1248
Job Title: Quality Manager or Quality Assurance Manager
Location: Oxfordshire/Northamptonshire/Bedfordshire
Salary: £45 to £55k (depending on experience)
Employment Type: 12-month contract

This is a fantastic opportunity for an experienced Quality Manager to join a digital savvy organisation. The Quality Manager or Quality Assurance Manager will be tasked with overall customer satisfaction, quality assurance and the coaching of customer service agents within the contact centres.
This role requires a proactive, communicative and highly motivated person who has excelled in working within a fast-paced environment and has a strong background in managing, planning and delivering outstanding results.

As the Quality Manager, some of your responsibility will be to:

• Ensure policy documents are being enforced
• Work with the Contact Centre team on improving performance across global locations
• Improving quality metrics through training and coaching
• Develop, design and execute testing and monitoring

If you are interested in applying for this position, then you will need to have a proven background as a Quality Manager or Training Manager and be available to commit to this 12-month contract.

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 organizations, 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.

Senior Business Analyst – Contact Centre Change

Job Ref: DJPF1206
Job Title: Senior Business Analyst – Contact Centre Change
Location Midlands
Salary: £45,000 + 10% Bonus and Benefits
Employment Type: Permanent

This is an excellent opportunity for a Senior Business Analyst to lead a Team of Business Analysts within the Change function. You will be establishing and maintaining excellent working relationships with clients and colleagues in order to understand their needs, vision and general architecture.

Some of the Responsibilities include:
• Develop an excellent understanding of business functions and BA job role responsibilities
• Gain a clear understanding of the key measures within the operation that enable business / operational success
• Listen and understand the business needs with good utilisation of questioning skills to validate requirements
• Clear presentation of findings, both verbally and written
• Up to date understanding of the people structures, processes and systems that support the operation
• Leading and developing a high performance BA team

If you are interested to apply:
• Good interpersonal and communication skills (and a good listener)
• Strong written presentation skills (accurate, concise)
• Ability to manage own time and activities while working to an agreed project/action plan
• Clear grasp of analysis fundamentals
• Inspirational leader

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.

Resource Planner – Field Based Planning

Job Ref: DJPF1205
Role: Resource Planner – Field Based Planning
Location: Warwick
Salary: £23,000
Employment Type: Permanent

My client is looking for a Scheduler to work within their operations support team. The successful candidate will be responsible for effectively scheduling the engineer’s diaries daily, including setting up and ordering parts for further visits when required. You will be working in a team of planners to ensure that all work is planned for effectively. This is a great opportunity for someone who has some planning experience and is looking for a new challenge in a company with great opportunities and career growth.

What experience do I need?
• You will have experience within a similar role as a planner or scheduler
• You will need to be able to demonstrate knowledge and experience of scheduling and planning applications
• You will be able to demonstrate previous experience within a production planning or work force scheduling role.
• Good PC skills, knowledge of Windows, Microsoft Word, Excel and Planning tools

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.

Senior MI Analyst

Job Ref: DJPF1204
Job Title: Senior MI Analyst
Location: East Midlands
Salary: £38,000
Employment Type: Permanent

As the Senior Management Information (MI) Analyst you will report directly into the MI Manager and will be responsible for the design, development and providing timely and accurate performance and operational measurement to the business. The job holder will be a recognised expert in the processes, customers and their commerciality, understanding the complexity of the data sources, how to interpret them, and ensuring governance and control of that data, partnering their key stakeholders to ensure future information requirements will be met.

Some of the Responsibilities include:
• Drive efficiencies within current Business Intelligence solutions.
• Be a recognised information expert, understanding our sources of data and ensuring that reporting and data is consistent and accurate across all stakeholders and for external regulatory requirements.
• Partner the business through system, data and process improvements.
• Drive insightful analysis and promote best practice through data based observations.
• Develop new approaches and innovative techniques for understanding and reporting how the external market is impacting performance.
• Effective partnering with key customers on relevant projects (i.e Sales, Operations and Marketing Functions & wider businesses)
• Input to the planning and reporting processes.
• Input into the change program with technical expertise and advice as experts on business process and data.
• Assist in the progression and daily supervision of the Management Information Analysts as requested by the MI Manager.
• Demonstrates an awareness of the differing types of MI and their differing forms e.g. Debt, NPS and other non-financial KPI’s

If you are interested to apply:
• Must have a demonstrable and extensive track record of adding value within a commercially focused data analysis role.
• Must have strong commercial acumen with a proven ability to identify key issues, create clarity and provide effective support and challenge to senior customers and stakeholders.
• An innovative approach, driving imaginative solutions to problems and capable of challenging conventional business thinking.
• Energy, drive, determination and enthusiasm and an ability to work to tight deadlines.
• Excellent communication, interpersonal and influencing skills with the ability to deal effectively and confidently with individuals at all levels of the business
• Demonstrable advanced technical ability such as SQL, VBA, Excel, PowerBI and must be capable of adapting to new tools as they are introduced
• The ability to proactively identify opportunities for the business and to drive delivery of them.

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.

Team Leader/Team Manager

Job Ref: DJKG1239
Job Title: Team Leader/Team Manager
Location: Stoke (Staffordshire)
Salary: £30k to £35k
Employment Type: Permanent

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. As a Team Leader/Team Manager, you will need to have experience within the sports entertainment industry. This is a 24/7 – 365 operation.

As a Team Leader/Team Manager some of your responsibilities will be:

• Taking ownership for running a successful team and shift
• Review and analyse performance and KPIs
• Directing the team through a multichannel contact centre
• Knowledge of sports entertainment
• Ensuring outstanding customer service and experience

If you are interested to apply:
You must have an interest in sports and previous experience as a Team Leader/Team Manager. Experience in the sports entertainment industry is important along with the ability to drive goals and culture change

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.