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.

Senior Forecasting Manager

Job Ref: DJPF1219
Job Title: Senior Forecasting Manager
Location Leeds
Salary: £42,000
Employment Type: Permanent

As the Senior Forecasting Manager, you will manage and develop a team of Planning specialists. You will deliver resource models and business plans which ensure space/resource requirements are accurately forecasted. The role should support change activity and generate/drive initiatives for continuous improvement. As Senior Forecasting Manager you will be responsible for owning relationships with senior internal stakeholders. You will take a lead in ensuring planning processes for your operational unit.

Some of the Responsibilities include:

• Manage, motivate and develop a team of planning specialists, maximising capability within the team through strengthening their ability to deliver excellent results.
• Formulate actual and future resource requirements to support business decisions around training and recruitment
• Formulate budget assumptions and future resource requirements
• Implement most effective methodology to drive forecast accuracy.
• Ensure planning are engaged with the change process and are adequately challenging and providing input for change controls in a timely fashion.

If you are interested to apply:
• Knowledge of planning theories and forecasting methods
• High level understanding of how Call Centre operations work
• Knowledge of Call Centre switches/network level routing /skill based routing
• Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
• Experience of planning space/seating requirements
• Excellent Excel knowledge
• Experience of large scale resource planning
• People management experience
• Strong analytical 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.

Real-Time Manager

Job Ref: DJPF1218
Job Title: Real-Time Manager
Location Leeds
Salary: £35,000
Employment Type: Permanent

As Real-Time Manager you will ensure the delivery of exceptional levels of planning, deploying appropriate resource to meet business needs and you will lead the consistent achievement of service level requirements. Managing & motivating a team of Real-Time Planning specialists, where applicable.

Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at optimum level. Interacting and influencing key stakeholders is a necessity at all levels, including Senior Management and Support Teams.

Some of the Responsibilities include:

• To lead and develop a team of Real-Time Analyst, producing exceptional levels of resource optimisation and workload management.
• Complete regular performance and wellbeing reviews with individual team members
• Drive operational performance & efficiency
• Drive Intraday/real-time issue resolution and planning
• Identify & react to opportunities for continuous improvement
• Review, analyse, and present on various elements of planning & performance
• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
• Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Create, develop, and deliver analysis to a wide range of stakeholders.
• Ensure findings from real time analysis are fed through to the end to end planning process.
• Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.

If you are interested to apply:
• Previous experience in a planning
• WFM systems
• MS Excel
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Ability to build relationships and networks at all levels
• Good understanding of call centre type statistics and systems

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.

Real-Time Analyst

Job Ref: DJPF1217
Job Title: Real-Time Analyst
Location Leeds
Salary: £25,000
Employment Type: Permanent

As Real-Time Analyst you will support the operational business to flag issues, patterns and opportunities relating to performance and achievement against SLAs/KPIs. The role will focus on day-to-day issue identification and resolution.

Some of the Responsibilities include:
• Effective management of work queues, across all customer channels
• Drive operational activity & performance
• Drive Intraday/real-time issue resolution and planning
• Identify & escalate issues around shift & schedule adherence
• Review, analyse, and report on various elements of planning & performance

If you are interested to apply:
• Previous experience in a planning
• WFM systems
• MS Excel
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Ability to build relationships and networks at all levels
• Good understanding of call centre type statistics and systems

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.

Team Leader/Team Manager Customer Service

Job Ref: DJJM1765
Job Title: Team Leader/Team Manager Customer Service
Location: Scarborough – North Yorkshire – East Yorkshire – York
Salary: £30-33,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for an onboarding customer contact operation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within customer service, you will work with the senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Team Leader/Team Manager, working with a team of customer service advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

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.

Team Manager

Job Ref: DJJM1167
Job Title: Team Manager
Location: North Yorkshire
Salary: £30k – 33k

I am looking for an experienced Team Manager to join a well-established organisation who are based in East Yorkshire.

Some of the responsibilities will include:
• Motivate and develop team members as well as minimising absence and attrition
• Ensure the team are compliant with all regulatory requirements as well as internal policies and procedures.
• Maintain strong communication links internal and external stakeholders
• Host or attend team meetings to support business requirements and organisational priorities
• Ensure your continued professional development is undertaken and be proactive in keeping up to date with industry developments
• Support and deputise for other members of the Management Team
• Manage the productivity and performance of the team against agreed Key Performance Indicators/ SLAs through effective leadership, coaching mentoring and development activity;

If you are interested in applying for this position, you will need to have a proven track record leading teams who manage and deliver service based activity.

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.