Job Ref: DJMA1444
Job Title: Business Development Manager/Sales Executive (Contact Centre solutions)
Location: UK Home based with travel
Salary: £30-35k base, company car, phone, laptop and uncapped OTE of £70,000

This is an opportunity to join a successful contact centre outsource and fulfilment service provider for a proven sales executive. You will join the business development team of this successful and well respected outsourcing business and work to generate and develop new contact centre services business opportunities with public and private sector clients and ensure that relationships are built and sustained with existing clients in a way that allows additional business opportunities to be realised.

Some of the responsibilities and duties will include:

• Develop new business relationships with identified clients
• Network extensively to ensure that all potential leads are identifies and developed
• Having identified new clients, generate and negotiate new business within the context of agreed service deliverables and agreed revenue targets.
• Manage and maintain a sales pipeline and ensure the accurate and timely maintenance of sales administration using CRM.
• Present the business in a professional and focused manner to potential clients through direct communication in face to face meetings, presentations, telephone calls, emails, forums and exhibitions.
• Actively and successfully manage the sales process: lead generation; needs identification; solution pitch; handling objections; contractual and commercial negotiations; close; handover to the account management team.
• Provide weekly reports/reviews and feedback on sales activities and opportunities to Business Development director, ensuring that agreed metrics are accurately tracked and recorded.
• Using confident negotiating techniques, ‘close the deal’ at the most beneficial rates and specification whilst ensuring that customer expectations are met.
• Establish and maintain good customer relationships at all levels.
• Anticipate and fulfil client needs in a successful manner where appropriate.
• Fully understand the many facets of the business and structure in order to value different requirements and act with diplomacy to achieve the best possible outcome.
• Act as an ambassador for the company ensuring client confidentiality is maintained at all times.

If you are interested in applying for this role, you will need to have a proven track record in a B2B solution sales. If you do have experience of contact centres or other fulfilment services this would be an advantage but is by no means a pre requisite. You will need excellent organisational skills with the ability to work to set activity targets and achieve required revenue targets.

The role will be home based but will require UK travel to meet with clients and appointments with some requirement to be in the office from time to time and for initial training and induction.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJMA1443
Job Title: Contact Centre Training Manager
Location: Offshore – Philippines
Salary: £30-50k equivalent (role will be paid in local currency)Negotiable dep on candidate with relocation support and assistance.

This is an opportunity to join a global organisation who has seen significant growth and development in recent years. They are one of the leading Outsource providers and presently have an opportunity for a proven Contact Centre Training Manager to move to and join one of their sites in the Philippines.

Some of the responsibilities will include:

• The Training Manager will insure effective implementation and execution of all Training programmes across the operational team. Working with Service Delivery, Learning & Development, Human Resources, Recruitment, and Quality to drive and deliver the required advisor performance.
• Training and managing training outcomes for all team members.
• Coach and observe trainers on the job
• Monitor and evaluate Performance against quality, delivery and effectiveness.
• Regularly reviews training materials and recommend improvements to the design and learning content based on evaluation of training and learning achieved
• Analyse Training needs and GAP Analysis, recommending solutions and action plans
• Planning, scheduling, and forecasting for new hire and other training requirements across the team and operation
• Work with the operations to support professional development through regular one on one feedback sessions
• Provide regular reports on Training Performance to key stakeholders
• Create Business Reviews for Client visits
• Drives compliance and completion of all training activities

If you would be interested in applying for this position you will need to have proven experience as a Training Manager within a contact centre environment.

You will need a strong understanding of learning principles, including the training life cycle, with the ability to evaluating training and conduct training needs analysis. With a working understanding of training design and models, you will have excellent presentation skill and be able to lead/coach by example.

Applicants must be willing to relocate to the Philippines, relocation support and assistance will be given.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJSG2194
Job Title: CEO / Managing Director
Location: London / UK / National
Salary: £120K-150K Base + Equity and Bens

This is an exciting opportunity to join an entrepreneurial, ambitious organisation within the outsourced contact centre industry. This post will carry responsibility for the creation and implementation of an effective growth strategy (acquisitive/organic) to ensure long term profitability and growth in-line with business objectives

Specific responsibilities will include:-

• To provide visible and clear leadership to the organisation in all areas of strategic development
• To identify partnership and client business opportunities in order to develop income streams
• To carry overall responsibility for business performance and profitability

If you are interested in applying for this role you will need a demonstrable track record at CEO / MD level within the contact centre / outsourcing / BPO industry. In addition, this opportunity is within an entrepreneurial acquisitive organisation; individuals with first-hand exposure to M&A and associated activities will 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Resource Planning Jobs, Customer Service Jobs.

Job Ref: DJLD1407
Job Title: Supervisors/ Team Managers (Call Centre) Full and Part-time
Location: Midlands
Salary: Varied

My client are going through a period of expansion at present and are looking for Supervisors and Team Managers to work various shift patterns to include some evenings and weekends in both Customer Service and Collections. You will need to have run teams, enjoy working in a fast paced environment and be a good team leader who engages and develops their staff to achieve. You will need to enjoy working with SLA’s and KPI’s with a proven record of success. In return, the Company Offer, excellent Benefits, Full Support and Development Training in an ever growing business.

If you would like to hear more about these types of opportunities within the Call Centre World please get in touch. This will suit an individual who enjoys ‘Making a Difference’ where customer service/care is their passion and who never compromises on quality and always believes and Leads from the front.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref: DJHC4062
Job Title: Digital Solutions Leader (Contact Centre)
Location: Home based – with UK travel
Salary: Up to £80k + 20% bonus + benefits

My client is looking for a Digital Solutions Leader (Contact Centre) to put together business cases for the effective delivery of digital/ multi channel customer contact.

Working at a strategic level, internally and with global organisations, you will become one of the organisations digital experts.

Some responsibilities are to include:

- Integration of effective customer experience solutions across the multi channel with a bias towards digital
- To be a digital expert and strategise best in class digital based customer contact solutions
- Advise on best practise for delivering customer service excellence via the multi channel
- Work with a team of analysts in order to identify and build effective digital and multi channel customer contact strategies in favour of providing a best in class customer experience
- Understand the types of buyer for digital based customer service proposition and the main drivers towards developing the digital channel
- Manage the delivery of multi channel customer contact solutions through inspiring cross functional teams
- Understand when and how webchat, social media communication, e-mail, SMS works best for the customer and the impact that this has within the contact centre
- Communicate best in class digital solutions to clients and potential clients via public speaking and business conferences
- Provide a best in class and consultative client service, and then have the ability to deliver in a demanding and challenging environment
- 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 environment
- Ability to interpret data and map customer experience journeys across the digital and multi channel
- Project Management experience
- 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

If you would like to be considered for this role you will need substantial digital and multi channel customer contact experience within or for a well renowned organisation in the customer experience space.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref: DJSG2188a
Job Title: Resource Manager
Location: Midlands (South)
Salary: £27K-33K + bens

Reporting to the Head of Customer Services, this role will carry responsibility for supporting the delivery of first-rate customer service, via contact centre operations, through the provision of accurate forecasting of volumes and scheduling the appropriate amount of staff to meet these needs.

Specific responsibilities will include:-

• To utilise available resourcing tools to accurately forecast contact centre requirements
• To identify peaks and flows of calls to enable the most cost efficient and effective use of resources for the contact centre
• To identify and implement appropriate resource allocations, shift patterns and break scheduling for operational teams, ensuring effective cover for holidays and other absences.
• To support the Head of Customer Service in the effective management of external and internal stakeholders to ensure delivery of a best in class service
• To ensure that issues are correctly allocated and escalated if needed with responses that are consistent, accurate and within agreed timescales and service standards
• To act as the escalation point for unresolved queries and complaints and take action to resolve them, recommending and implementing changes to processes as needed to improve customer services

The ideal candidate will have demonstrable experience of successfully working within the resource planning function of a contact centre operation. Individuals with supervisory experience 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref: DJLD1404
Job Title: Dialler/Data Manager
Location: Midlands
Salary: £30k Circa

I am working with a leading brand looking for a Dialler Manager who is used to working on large campaigns to achieve 100% agent efficiency and productivity, ensuring exceptional outbound contact capability at all times. You will ensure total optimisation of campaigns through data analysis. You will enjoy working in a fast paced environment with a totally flexible approach, working to set deadlines.

Accountabilities:
• Full Dialler Management and Creation of Campaigns
• Loading of data for all Outbound Campaigns.
• To ensure agents are assigned to correct campaigns.
• Recycling of records within campaigns as required.
• Management of the relationship with other departments especially IT to ensure maximum dialler performance
• Management of the Dialler platform ensuring platform stability and resilience.
• Planning of bespoke shift requirements to fulfil each campaign and forecast staffing requirements and hourly productivity
• Manage and build relationships with 3rd parties/suppliers to produce each individual campaign, identify duration, staffing requirements and provide feedback on progress in report form
• Ensure that all outbound activity adheres to all current legislation

You will need to be an excellent communicator who has analytical qualities and enjoys producing excellent performance through data.
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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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref: DJHC4067
Job Title: Senior Operations Manager
Location: Anglia
Salary: Up to £50k + bonus

This is an exciting role within a high profile blue organisation currently undergoing significant transformation.

The role of the Senior Operations Manager will be to lead their teams deliver a best in class customer experience, drive performance and maximise opportunity to achieve business targets through effective and creative people leadership.

Some of the responsibilities will include:
• Operational responsibility of Team Leaders in a sales and service environment and an overall FTE of approx 150
• Support manage and coach team members enabling them to perform to their maximum potential
• Act as an escalation point for customer queries
• Provide constant monitoring and management of quality standards
• Drive best practice through innovative and creative leadership. Identify opportunities that facilitate positive and timely change for both Customers and Employees
• A positive role model in leading the direction that inspires and encourages people
• Provide timely, relevant and influential communications to own team by disseminating business information.
• Establish effective Relationship Management with internal and external stakeholders

If you are interested in applying for this position, you will need to have a proven track record of contact centre operational management with significant people management experience in a high performance environment, across sales and service.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJHC4066
Job Title: Resource Planning Manager
Location: Anglia
Salary: Up to £40k base + bonus

This is an exciting opportunity within a high profile organisation currently undergoing a significant transformation programme.

The requirement of this role is to accurately forecast work volumes and plan resources required, to deliver customer experience excellence at optimal cost.

In addition, the post holder will carry responsibility for the provision of clear and visible leadership to the function, identifying significant enhancements to the end to end customer experience through improvements to the customer journey, operational processes and standards.

Specific responsibilities will include:
• Management and development of a team of approximately 5 fte
• Production of daily/ weekly/ monthly accurate and documented work volume forecasts
• Plan resource and distribute workloads to deliver maximum efficiency against operational and budgetary targets
• Effective real time management maximising resource whilst maintaining customer experience excellence
• Negotiate targets and KPI’s with key stakeholders to maximise operational effectiveness
• Accountability for analysing data and providing MI as required by the business
• Work cross functionally to maximise continuous improvement opportunities
• Lead projects as required to do so by the business

Required attributes:
• Significant experience in a contact centre environment planning resource and forecasting
• Positive and resilient
• High energy and fast paced
• Tenacious
• Results driven
• Customer centric
• Great communicator at a senior level
• Excellent IT skills

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.comor 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJSG2190
Job Title: Real-Time Analyst (6 month contract)
Location: Midlands
Salary: to 21K (pro-rata)

Reporting to the Senior Operations Manager and working within a high volume, fast-paced contact centre operation, this role carries responsibility for ensuring that resource meets customer call demands during operational hours.

Specific responsibilities will include:-

• To work in conjunction with other members of the central planning team to ensure that SLA’s are met
• To ensure that attendance patterns are adhered to and matched to adequately forecasted requirements
• To analyse intra-day management and MI report data to optimize resource availability to ensure sufficient resources are deployed to meet customer demand
• To act as a point of contact for resource planning and real-time management with other areas of the business and the contact centre management team
• To work methodically and positively within a pressured working environment

The ideal candidate will have demonstrable experience of working within the resource planning / real-time team of a commercially focused contact centre operation.

Initially on a six to nine month basis there may be an opportunity to extend the contract thereafter.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment