Category Archives: North West

Contact Centre Operations Manager/Team Manager

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Job Ref: DJMA1792
Job Title: Contact Centre Operations Manager/Team Manager
Location: Barcelona
Salary: Circa 30-40,000 (base bonus relocation assistance and benefits)
Job Type: Permanent

Hola……We have a fabulous opportunity for an experienced Operations Manager/Team Manager within a fast growth performance focused contact centre from the UK willing 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 work with a large growing team of Team Leaders and Agents in an inbound sales, loyalty and customer service campaign to include team leadership, development and performance, as well as being a point of contact for the client campaign and reporting on financial and resource issues and developments. You will have responsibility for the leadership, coaching and development of the team and for achieving operational delivery, as well as the success and growth of the account. The successful candidate will also prepare and present financial reports so a good level of Excel will be required.

An overview of the role and responsibilities are below:

• Ensure that productivity, service levels and quality outcomes are consistently delivered to client’s expectations whilst maintaining a positive culture and high levels of team morale.
• Lead successfully, coach, develop, monitor and build a team or teams.
• Ability to challenge and identify better ways of working
• Report metrics to the client and offer recommendations whenever possible, in a pro-active fashion.
• Be an ambassador and act as a role model to other team members.
• Ensure that the team is focused on achieving and exceeding set targets.
• To assess and review teams and individual performance, introducing performance management and improvement measures to maintain and improve overall performance.
• To ensure that development of team members is paramount, through appropriate use of performance reviews, monthly 121s and appraisals.

If you are interested in applying for this position, you will need to have proven contact centre team management experience, have good communication skills and be able to use Excel to deliver reports and analytics. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

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.

Continuous Improvement Manager

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Job Ref: Ref DJEM1002
Job Title: Continuous Improvement Manager
Location: Warrington / Chester
Salary: up to £66k plus bonus, private medical cover and company discount
Job Type: Permanent

This is an opportunity for a proven, process driven Customer Experience Manager to take responsibly for the end to end customer journey across a number of product and service propositions.

Working with senior stakeholders across an international, complex business you will utilise your skills to identify and analyse potential issues and opportunities, develop a customer roadmap and initiatives to deliver process improvements which create a seamless, more efficient and or streamlined customer experience.

Some of the responsibilities

• Manage and lead a team of Continuous Improvement Analysts
• Design and deliver Lean Six Sigma training to all levels of the business
• Coaching and mentoring CI Analysts
• Project management of a portfolio of Lean Six Sigma projects

If you are interested in applying for this position, you will need proven experience in delivering process improvements across customer journeys. Experience, or exposure and/or qualifications in Lean, Six Sigma and or Prince 2 methodologies will be a distinct 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, 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.

Team Manager – Real Time Analyst team

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Job Ref: DJMA1785
Job Title: Team Manager – Real Time Analyst team
Location: Czech Republic
Salary: 40-45000 CZK per month (relocation assistance offered) Please see cost of living difference with UK and CZK.
Contract Permanent

Have you been thinking about your future with a longing to experience new countries and cultures but want to continue with developing your professional career? Working within a fast paced English speaking environment, so no second languages are required, in a vibrant large city with a number of ex pats due to the growth of international business in the location.

This is an opportunity for a senior analyst or proven manager, team manager, or team leader to join this exciting well-established organisation, based in the Czech Republic.

This role will be responsible for a team of Real Time Analysts who work to support a large, multi lingual, multi-location (inhouse and outsourced), multi-channel; phone, email, chat, contact centre. Working with the Contact Centre Managers and Team Manager you will lead, motivate and develop your team to deliver an effective real time delivery, taking into account all changes in demand, emergency situation and managing any peaks or intraday changes against the outlined schedules.
In addition, you will work with the team and wider stakeholders to identify any change, or improvements which will enhance the real time and wider contact centre activities to ensure better performance and a great customer service to all their customers across all channels.

Some of the responsibilities will include:
• Leading the team responsible for the monitoring of incoming contacts from customers
• Selection of new team members, their onboarding and training, shift planning
• Building processes for Real time analytics
• Building reports for Operations and Outsource partner relationships
• Secure that Real Time Analyst’s feedback, reporting to operational manager, carrying out reviews, recommendations and insight for further Data Analysis and reporting.

If you are interested in applying for this role, you will need good Excel skills and an understanding, or experience of real time analytics. You will need to be willing to relocate to an overseas location.

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.
Customer Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Resource Planning Analyst – Change Projects

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Job Ref: DJAD1074
Job Title: Resource Planning Analyst – Change Projects
Location Warrington
Salary: £33,000
Employment Type: Permanent

A household brand is looking for a talented Change Planning Analyst to join the team based within the contact centre environment.
You will be responsible for supporting project-based contact centre change plans, what-if analysis, budget rounds, and any other ad-hoc planning/analysis work required.

Responsibilities include:
• Executing the demand assessment across the business, ensuring the delivery of medium work load projections, resource gap and recruitment.
• Support with the standardisation the impact assessment process across all brands
• Maintain a high-level view of all project deliverables making recommendations for any changes to deadlines based on other projects in flight
• Build solid relationships with the Change and CI teams to ensure that impacts assessment and benefits realisation discussions are productive.
• Ensure a robust handover process to the Business Planning team for any BAU handover of projects.
• Develop strong relationships with all marketing teams across all brands to ensure that all marketing activities are impact assessed and reviewed with the marketing team for future campaigns.

If you are interested to apply you will be:
• Numerate and analytical, developed a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations.
• Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures.
• Experience of building, presenting, and defending multi-million-pound budgets is essential
• Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
• Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics.
• Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

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 Analyst

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Job Ref: DJPF1236
Job Title: Resource Planning Analyst
Location: Stockport, Manchester
Salary: Up to £24,000 Plus Benefits
Employment Type: Permanent

My Client is looking for an experienced Resource Planning Specialist who will form part of the team and be responsible for the optimisation of the customer contact strategy. You must have an excellent understanding of inbound / outbound / back office forecasting and planning techniques & technologies. You should also be able to demonstrate how successful deployment can deliver excellent customer experience and operational efficiency.

Some of the Responsibilities include:

• Support the design & development of standard planning models to support various business areas in delivery of performance targets. (Forecast models, Capacity Plans, Recruitment Plans, and Planning Packs etc.)
• To capture and understand the needs of internal / external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight Reporting.
• Create accurate analytical and predictive models and effectively present them in readable format using visualisation methods.
• Work with MI to create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge and insight.
• Creation and accountability of monthly, weekly, daily and interval level forecasting for all Front & Back Office Departments, ensuring variances are within tolerance.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.

If you are interested to apply:

• Experience of Contact Centre Planning & Forecasting
• Must have experience of workforce management systems
• ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring,
• Excellent written and verbal communication skills
• Advanced excel skill
• Ability to translate complex data into management information

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.