Business Development Director

Job Ref: DJMA1776
Job Title: Business Development Director
Location: UK
Salary: £100-120,000 base salary dependent uncapped commission
Contract Type: Permanent

This is an opportunity to join a well-established outsourced service provider who has undergone significant transformation and has ambitious growth plans for the future; people, solutions and technology drive their ability to deliver exceptional customer solutions across a multichannel customer contact and digital contact environment.

As part of their growth strategy they have an opportunity for another proven new business developer to join as a Business Development Director to continue to develop their client acquisition strategy.

As the Business Development Director you will be responsible for delivering the go to market strategy to develop and deliver business for the outsourced provision of a range of multichannel customer and digital contact centre services to specific verticals and will be responsible for the end to end development of leads, pipeline to opportunity close.

Some of the duties and responsibilities will be:
• Achieve Sales targets through the securing of new contracts and clients
• Liaison and collaboration with the senior operational leadership team, bids, solutions, operations and technical services team.
• Engagement with marketing to drive lead generation
• Engagement with client services to explore opportunities across existing client base
• Management of Pipeline, Sales plans and Sales documentation as appropriate
• Proactively upsell and cross-sell other services as appropriate
• Develop strategic relationships between the business and new customers.

If you are interested in applying for this position, you must be able to demonstrate your ability and experience in successfully achieving new business sales targets and must show adaptability and a willingness to go the extra mile in differentiating yourself and proposition from the competition. You will need proven experience of selling Outsourced services across Contact Centres, Customer Service, outsourcing, BPO or consultancy services.

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

Job Ref: DJMA1775
Job Title: Solutions Architect
Location: UK
Salary: £80-100k base, bonus dep on candidate and experience
Contract Type: Permanent

My client is looking for a Solutions Architect (Contact Centre, Customer Experience and Digital Solutions) to put together pre sales business cases for the effective delivery of digital/ multichannel customer contact.

Working at a strategic level, internally and with global organisations, you will be comfortable in a Consultative and customer facing role.

Some responsibilities are to include:
• Integration of effective customer experience solutions across the multi-channel with a bias
• To be a customer experience expert and strategies best in class customer contact solutions
• Advise on best practise for delivering customer service excellence via the multi-channel
• Work within a pre-sales team in order to identify and build effective digital and multi-channel customer contact strategies in favour of providing a best in class customer experience
• Build the strategy for multi-channel customer contact solutions
• Understand when and how telephony, webchat, social media communication, e-mail and SMS customer communication works best and the impact that this has on the customer
• Communicate best in class customer contact solutions externally via client meetings and business conferences
• Provide a best in class and consultative service, with the ability to build market leading customer contact business models
• Work cross functionally within complex organisations being able to influence at all levels

Attributes:
• You will need a proven track record of high impact success in a consultative and complex sales environment
• Ability to interpret data and map customer experience journeys across voice, digital and multi channels
• Experience of building large scale customer contact solutions
• An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes
• Be a very credible client services manager, understanding and being sympathetic to the client’s needs, with the end users customer experience at the heart of your activity
• Customer centric
• Entrepreneurial and creative nature
• High sense of urgency and self starting attitude
• Analytical nature
• Excellent problem solving 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.

Resource Planning Manager

Job Ref: DJPF1221
Job Title: Resource Planning Manager
Location: Edinburgh, Scotland
Salary: up to £45,000 + 20% Bonus plus Excellent Benefits
Employment Type: Permanent

My client is looking an experienced Resource Planning Manager to work within their Multi-channel Contact Centre. As Resource Planning Manager you will manage the operational demand and staffing plan that ensures customer service levels throughout all functions of customer experience are kept to a high standard.

Some of the Responsibilities include:
• Forecasting and capacity planning for all Customer Service areas.
• End to End resource planning including Forecasting, Scheduling and Real-time
• Design and deliver a real time delivery team ensuring full control for all demand into the business is fully visible and measured against plan.
• Design and deliver a full intraday delivery profile for call and social media delivery.
• Own and manage the WFM system (Verint), being the business subject matter expert building relationship with external vendor and continually keeping the technology ahead of the curve.
• Own the telephony system strategy architecture responsible for technical IVR build, customer experience journeys, queue control, access control and business contingency planning.

If you are interested to apply:
• Proven experience of operational contact centre management, resource planning and business analysis in a similar role with experience of managing a team.
• Previous experience of resource planning tools and other Contact Centre system management and reporting technologies.
• Excellent communication and interpersonal skills with the ability to build strong working relationships across the business at all levels.
• Excellent relationship management skills internally and externally with the ability to balance demands and pressures. Track record in influencing senior 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.

Management Information Analyst / MI Analyst

Job Ref: DJJM1177
Job Title: Management Information Analyst / MI Analyst
Location: Glasgow / Scotland / Lanarkshire
Salary: £30,000 – £35,000
Employment Type: Permanent

As the Management Information (MI) Analyst you will provide MI and analytical support to leadership and operations through the delivery of regular management information, and specific analytical projects/reports, with actionable insight.

Some of the Responsibilities include:
• As the MI Analyst you will delivery regular management information with actionable insight.
• Provide ad hoc information and insight to internal stakeholders
• Help to build analytical capability within the team
• Review the quality of the work undertaken, by yourself and colleagues, to ensure analytical objectives have been met and that the data provided is of high integrity

If you are interested to apply:
• Strong track record of taking a proactive approach in identifying opportunities to improve performance and solve these through a combination of quantitative analysis and business insight, delivering clear actionable recommendations
• Confidence in building networks throughout the business, liaising at a senior level, and driving change
• Confidence using various analytical methods to deliver your work
• Highly numerate and IT literate, with a genuine passion for data
• Excellent communication skills
• Strong attention to detail
• Experience using statistical or reporting packages (e.g. R / Python / SPSS / Tableau)

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.

Contact Centre Manager/Client Delivery Manager

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.