Category Archives: North West

Contact Centre Manager (Sales and Service)

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Ref: DJKG1250
Job Title: Contact Centre Manager (Sales and Service)
Location: Chester, Crewe, Warrington, Cheshire
Salary: £28k to £30k (depending on experience)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager or Team Manager to join an innovative and forward-thinking organisation. The Contact Centre Manager or Team Manager will be tasked with ensuring the small running of the Contact Centre.

This role requires you to be able to work closely with the Head of Contact Centre and you will be responsible for delivering and monitoring the day to day running of the team leaders.
As the Contact Centre Manager/ Team Manager some of your responsibility will be to:

• Manage and lead the telephony teams within the contact centre
• Driving and encouraging a fun and energetic environment
• Maximise team efficiency to achieve optimum return on investment
• Maintain a high sales culture environment

If you are interested in applying for this position, then you will need to have managed a contact centre within a sales driven environment. This role would also suit someone who is a strong Team Leader/Team Manager that is looking to step-up.

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.

Contact Centre Manager/Client Delivery Manager

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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.

Senior Business Analyst – Contact Centre Change

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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 Planning Manager

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Job Ref: DJPF1192
Job Title: Resource Planning Manager
Location: Liverpool
Salary: £45,000 plus benefits
Employment Type: Permanent

My client is looking for an experienced Resource Planning Manager to manage the end to end planning process for their Contact Centre. As Resource Planning Manager you will manage a team of Analysts to maximise the effectiveness of the resources and delivering exceptional customer service.

Some of the Responsibilities include:
• Responsible for the delivery of accurate Forecasting & Planning
• As Resource Planning manager you will manage the Forecasting and Planning function ensuring effective utilisation of resources whilst delivering to business KPIs
• Provide technical expertise and support to the function and site
• Work with the Operational teams to ensure effective staffing cover against expected volume delivery at all times
• Providing analysed data and insight to support strategy and optimisation of business performance.

If you are interested to apply:

• Extensive Forecasting & Planning experience in a fast moving, multi-channel contact centre environment.
• Ability to build and present accurate reports
• Advanced Excel knowledge is essential; database experience is highly desirable, together with generic MS Office skills
• Experience of using a Call Management system
• Experience using Resource Management software

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

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Job Ref: DJMA1759
Job Title: Contact Centre Manager/Client Delivery Manager
Location: Barcelona
Salary: Circa 40,000 EUROS (base and bonus) plus relocation assistance and benefits

Hola……We have a fabulous opportunity for an experienced Contact Centre Manager from the UK to relocate to Barcelona; for sun, sangria, 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 sale through service campaign to include team leadership, development and performance, as well as being the primary point of contact for the customer. 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, 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.

Senior Product Manager – Contact Centre

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Ref: DJAD1052
Role: Senior Product Manager – Contact Centre
Location: Warrington
Salary: £80k – £100k

A market leading, transforming e-commerce business is looking for a Senior Product Manager to join their contact centre environment. As a Senior Product Owner, you will lead a group of product teams across the after sales area of the website covering transparency, amendments, cancellation and Contact Centre tools and systems.

The role will be reporting directly into the Chief Product Officer and also working closely with the Contact Centre Director. As part of a fast growing company, high performers can expect extensive opportunities for career progression and development.
You need to be a highly motivated Senior Product Owner who thrives in a fast paced, collaborative environment and lives to delight the customer. You will be responsible for delivering product excellence and innovation across multiple product teams:

Key Responsibilities
• Develop a deep understanding of the current and future customer needs across all areas of the business – and how those needs interact with your product portfolio
• Work with the Chief Product Officer and other senior stakeholders to define the overall strategy and direction for your product portfolio
• Build, lead and coach a team of Product Owners
• Work with senior architects, heads of development, delivery and operations to design and deliver products and services to delight our customers
• Be accountable for the end-to-end delivery of products within your portfolio
• Work with product teams, coaches and engineering to drive continuous efficiency improvements
• Communicate with key stakeholders to keep them up to date and bought into the product development process

Key Experience and Skills
• Have a Service orientated background, ideally you will have owned products in the self – serve customer service space online and understand contact centre operations
• Be a true customer obsessive
• Have a proven track record of delivering successful, user-oriented products
• Be able to define and communicate product vision or strategy to others
• Be commercially aware and have a strategic mind, able to identify business opportunities and deliver against them
• Have great organisational skills, able to manage and deliver multiple products and projects simultaneously
• Understand what an exceptional user experience entails and how to deliver it whilst balancing against other competing priorities
• Have experience of driving product development through all phases of the product lifecycle

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 Commercial Analyst

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Job Ref: DJPF1185
Role: Senior Commercial Analyst
Location: North West
Salary: up to £55,000

My client is looking for a Senior Commercial Analyst to work within their Commercial team supporting and advising managers cross functionally specifically within the Commercial team on principles and processes to drive maximum benefit and efficiencies.

What will you be doing?
• Development of Dashboard Reporting
• In-depth insight and analytics to drive commercial proposition
• Working knowledge of SQL, Excel and GA
• Strong Stakeholder management 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.