Customer Experience Consultant (3 months possibly extending to 6 month contract)

Job Ref: DJMA1805
Job Title: Customer Experience Consultant (3 months possibly extending to 6 month contract)
Location: CZECH REPUBLIC
Salary: £300-500 per day to include expensed dep on candidate and experience.
Employment Type: INTERIM CONTRACT

You will play a pivotal part in helping the business continue to grow and scale, whilst achieving its goal of being the No 1 service provider for customer service across their sector.

As a Subject Matter Expert Customer Experience Consultant, you will have a good level of strategic level experience within a senior Customer Experience position covering Product Management, Start-up or fast growth scaling operations, Technology, design and innovation, alongside corporate strategy building and high level consulting. Experience within the travel and or hospitality industry will be advantageous.

They will be looking to appoint an individual who can nurture, coach and motivate future CX leaders, offering consultancy and strategy on end to end customer journey design and strategy.

Other responsibilities include:
• Development of a strategic capabilities roadmap
• Ability to use customer analytics to determine customer preferences, needs & behaviours
• Using channel analytics to track the CX across various channels such as IVR, Web, Call / Chat / Email, Voice AI, Social Media and bringing the customer analytics and channel analytics together to developed multichannel customer experience strategies (self service focused)
• Build business cases and calculating ROI on customer strategy initiatives
• Work on cross channel programs and help building a consistent, cross channel CX
• Customer survey development, creation & analytics expertise

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.

Vendor Manager

Job Ref: DJMA1804
Job Title: Vendor Manager
Location: Permanent relocation required to the CZECH REPUBLIC – RELOCATION OPPORTUNITY FOR UK/EU EX PAT, relocation assistance available
Salary: £dep on candidate and experience. (Paid in CZK)

You will play a pivotal part in the business achieving it’s goal of being the No 1 service provider for customer service across their sector.

The Vendor Manager will work as part of Vendor team overseeing a number of global partner supplier in the provision of both front and back office customer contact services. This is a fast paced and constant change environment and as such a robust, analytically minded, excellent communicator will be required to ensure optimum success and performance within this role.

You will be tasked with working with the global, multi lingual global partner suppliers to help deliver a customer experience strategy which will not just satisfy but wow their customers, look at the end to end customer journey and customer experience, across multiple channels of contact and a global contact centre estate to identify continuous improvement and enhance quality and contractual performance.

They are looking for a diligent, robust customer contact professional with an open mind and willingness to jump in to a very dynamic and growing environment. (this is not a traditional customer contact centre environment)

If you are interested in applying for this exciting opportunity, you will need proven experience working in a customer contact centre, within a BPO, Outsourcing or Vendor, contact management capacity. The ability to communicate and influence at all levels will be key, as will an enquiring mind and the ability to act.

The ability to produce and interpret data and identifying when strategic intervention or change is required, coupled with excellent people and stakeholder manager you will be a natural leader, process and detail orientated.

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.

Forecasting Analyst

Job Ref: DJPF1256
Job Title: Forecasting Analyst
Location: Leeds
Salary: £40,000
Employment Type: Permanent

As the Forecasting Analyst you will have specific accountability for the design, delivery and output of business planning models, with a specific emphasis on what if scenario modelling. You will work closely with Project Management, Operations and Planning to produce optimal and innovative resourcing models.

Some of the Responsibilities include:
• Creating & documenting business planning models and what if scenario analysis
• Represent the Resource Optimisation team at project meetings, and input into design and solution discussions based on experience
• Present to and be challenged by senior Managers and directors

If you are interested to apply:
• Comprehensive planning experience in a contact centre environment.
• Excellent communication skills.
• Knowledge and understanding of benefits and limitations of planning specific software
• Advanced Excel level knowledge
• Proven Excel modelling skills and 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.

Contact Centre Operations Director/Head of Contact Centre

Job Ref: DJMA1800
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city.
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience base, bonus, benefits, small relocation package.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large European City for a permanent role.
The position will lead a large team within contact centre operations, in a sales through service, retention, loyalty or service environment.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams. You will be used to managing a P&L and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

The head of Contact Centre will oversee client campaigns and have full relationship management responsibility, as well as owning the operational delivery, recruitment, onboarding, planning, process improvements etc to achieve SLA’s and KPI’s across sales and service for a multi disciplines, multi-lingual, multi-channel operation.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full P&L responsibility, drive the strategic vision and own sales and service with many blue chip and award winning brands for UK, European and a global customer base. The role will include team leadership, development and performance, as well as being the primary point of contact for the external stakeholders on a strategic level.

If you are interested in applying for this position, you will need to have proven Head of Contact Centre/Account Director/Client Services Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

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.

Resource Planning Manager

Job Ref: DJPF1251
Job Title: Resource Planning Manager
Location Yorkshire
Salary: £45,000
Employment Type: Permanent

This is an excellent role for an experienced Resource Planning Manager to join an award-winning brand. Reporting directly into the Head of Resource Planning you will be responsible for effective planning and management of all customer facing teams to meet service expectations.

Some of the Responsibilities include:

• Leading, coaching and developing the Resource Planning Team for a multi-site operation
• Planning and real-time adherence of the operational departments
• Maintains joint accountability with the operation for SLAs and other key performance indicators
• Adheres to business operating plans and targets
• Understands and supports high level strategic plans
• Leads the Resource and Planning team to deliver amazing customer service through all channels at all times whilst achieving department measures
• Builds strong and effective working relationships across the business.
If you are interested to apply:

• Proven planning and analytical skills
• Good working knowledge of workforce management tools and telephony infrastructure
• Ability to build capacity plans and resource models
• Excellent understand of supply vs demand and the actions required to optimise the resource available
• Ability to plan and prioritise work appropriately considering importance, urgency, customer and business impact.
• Excellent understanding of and experience of operating in a contact centre environment
• Logical and methodical approach
• Ability to collaborate with other business areas and strong stakeholder management. Evidence of building and sustaining productive and collaborative relationships
• Demonstrate flexibility to business needs
• Experience/ability to embrace and drive change and innovation within the team
• Proven leadership ability and evidence of motivating, leading, developing and inspiring others
• Excellent communicator, both written and verbal with excellent interpersonal skills
• Sound judgement, decision making and problem solving abilities
• PC literate with Excel at an advanced level

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 Specialist

Job Ref: DJPF1250
Job Title: Resource Planning Specialist
Location Yorkshire
Salary: £55,000+ 10% Car allowance
Employment Type: Permanent

This is an excellent role for an experienced Resource Planning Specialist who will report directly into the Resource Planning Director. You will be responsible for producing optimal and innovative resourcing models.

Some of the Responsibilities include:

• Creating & Documenting planning models.
• Creating innovative resourcing solutions and gaining business buy in to offer the right service at the optimum commercial output.
• Support the transition of new business wins to the BAU planning teams.
• Be a planning expert to stakeholders
• Design new resourcing solutions
• Work with existing planning team to challenge any current working practices and thinking
• Present solutions to the business for sign off and be challenged by senior managers and directors.
• Managing test and learn activity for planning led innovation initiatives.

If you are interested to apply:
• Comprehensive understanding of planning in a contact centre environment.
• Excellent communication skills.
• Experience of implementing new tools and processes into an existing environment.
• Ability to work at all levels with experience of managing senior stakeholders.
• Knowledge and understanding of benefits and limitations of planning specific software
• Advanced Excel level knowledge
• Strong analytical skills
• Ability to propose creative solutions rather than tried and tested methods
• Knowledge and application of planning theories and forecasting methods

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.

Head of Recruitment and Development

Job Ref: DJMA1794
Job Title: Head of Recruitment and Development
Location: Barcelona – Relocation opportunity
Salary: Circa 50-60,000 (base plus bonus and some relocation assistance and benefits)
Job type: Permanent

We have a fabulous opportunity for an experienced Head of Recruitment to work with a fast growth performance focused contact centre operation who will be willing to relocate to Barcelona; a vibrant cosmopolitan city where nothing is far away. Working for an award-winning international organization, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

You will take responsibility for the attraction and recruitment of talent, development and retention across all levels of the organisation. Working with senior stakeholders you will understand the operational plans, priorities and objectives to help create and implement talent acquisition, recruitment and L&D (Learning and Development) strategies.

Building and managing a recruitment, talent acquisition and training team, you will be responsible for and oversee attraction, resourcing, recruitment and talent development trams and lead on the overarching strategy.

You will provide strategic direction on recruitment, acquisition, talent, learning, career and leadership development to ensure the business attracts, recruits, onboards, engages and retains diverse, skilled talent, delivering excellence for all employees.

You will lead in the cultural development of the organisation to ensure demonstrable values of inclusivity, responsiveness and innovation. Driving best practice and working collaboratively to build strong partnerships and relationships with internal and external stakeholders.

If you are interested in applying for this position, you will need to have proven recruitment, internal, or agency background, with team leadership experience, or, HR Generalist background, talent management and development experience, covering, attraction, recruitment, onboarding training and development, ideally within a contact centre environment. You will have excellent communication skills and stakeholder management. Able to work in an empowered fast growth operation.

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 (Sales)

Job Ref: DJJM1206
Job Title: Contact Centre Manager (Sales)
Job Location: Yorkshire
Salary – £40k to £50k + Bens
Job Type: permanent

Reporting to the Director of Field Sales, this role is with an exciting and expanding company within a high growth and competitive market sector. The post-holder will play a pivotal role in the acquisition of new contracts with clients and ultimately the on-going success of a B2B sales function, effectively delivering robust and compliant sales success in order to maximise all business opportunities.

Some of the responsibilities will include:
• Provide lead on contact centre change programmes focusing on sales through service
• To ensure a first-class customer experience in all interactions, building Client relationships and securing business
• Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Provide lead on contact centre change programmes
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff through a cultural change, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people through change and can evidence a strong sales background where they have continuously exceeded target may have an 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, 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.