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: DJLD1406
Job Title: Senior Operations Analyst
Location: North West
Salary: Up to 38k plus Benefits

My Client is an award winning business looking for a Senior Analyst for the operational side of the business. This position will suit an individual who enjoys problem solving through data analytics and enjoys a fast paced environment where excellence is a part of daily routine. You will need to have high standards of accuracy coupled with above average organisational skills and be able to prioritise work loads in an ever moving environment. You will need to be used to working with key stakeholders of the business making performance improvements via in depth analysis and key reporting performances. You will need to be a highly motivated leader who enjoys mentoring and developing people to achieve.

Responsibilities

? Responsible for the delivery of analysis including forecasting and resource modelling.
? Build, maintain and enhance contact centre and distribution centre analysis that accurately reflect both demand and supply against staffing and forecasting assumptions.
? Influence business performance through provision of tools to improve short and long term decision making.
? Build, maintain and develop demand impact models using complex mathematical and statistical techniques.
? Develop and maintain databases and reporting using MS Access, SQL servers and Oracle data warehouse.
? Seek additional information and work alongside other departments to enhance analytical findings.
? Maintain an awareness of performance within the Operations, Planning and Merchandising departments to ensure forecasting and resource results are visible.
? Develop and implement performance analytics reporting to influence long and short term decision making within both operational and commercial planning teams.
? Influence staffing team decision making by analysing the staffing targets and testing within simulation.
? Influence the teams decision making with real time reporting and tool development

This role will suit an individual who enjoys working with lots of data with excellent computer knowledge educated to degree level would be a distinct advantage

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working 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: DJHC4068
Job Title: Head of Collections
Location: North West
Salary: £45-65k basic + 15% bonus

My client, who works within financial services, is looking for an experienced Head of Collections to join their dynamic team.
The Head of Collections will be responsible for the effective management and development of a team of 150fte, as well as managing demanding client relationships.

Responsibilities include:
• To deliver excellence in performance, through inspirational leadership of managers working on collections campaigns
• This role requires a high level of operational leadership and motivation to achieve exceptional results through others
• Ensure that targets are achieved and exceeded on a monthly and quarterly basis
• Take ownership of the client relationship
• Act as a point of escalation for customer and client issues
• Manage MI and be able to send reports to senior management as required
• Motivate and develop your team managers against internal SLA’s
• Feedback strategies to senior stakeholders to ensure operational efficiency
• Communicate at a senior level internally and externally

Required attributes:
• Collections experience in a management capacity is preferred
• Positive and professional manner
• Communicate fully with managers and colleagues in a clear and concise manner
• Accountability and responsibility in regards to all tasks and work carried out
• Can do attitude
• Dynamic
• Supportive
• Target driven

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: DJMA1438
Job Title: IVR & Telephony Manager
Location: North West
Salary: to £34-42k (neg dep on candidate) base, extensive benefits package.

This organisation is one of the most respected companies in the UK with ambitions for continued growth for the future. They now have an opportunity for a IVR/Telephony Manager to join the business and lead a Business Telephony team covering Customer Operations contact centre activity.

Some of the duties and responsibilities will include:

• Support the delivery of operational excellence
• Develop and deliver best in class inbound contact capability
• Work within a strong culture of teamwork, mutual respect and social responsibility
• You will be responsible for overseeing the day to day management and use the contact centre telephony infrastructure.
• Through the provision of specialist knowledge and guidance you will ensure that Customer Operations has effective self-service and call routing strategies that maximize cost efficiencies and enhance the customer experience.
• Acting as the key interface between the business and IT for assessing any IVR and telephony requests, their design and fit with operational strategy.
• Lead both the configuration and management of the telephony platform and pro-actively identify future developments to ensure that the operational areas have sufficient flexibility to manage service level performance.

If you are interested in applying for this role, you will need a proven track record in a high volume, complex, telephony management position. Strong leadership, delegation, performance management, stakeholder management and team building skills will be required.
This role will also require a well developed industry knowledge with a comprehensive understanding of self-service & call routing technologies, ideally with an advanced technical expertise on a Genesys/Avaya platform

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, Customer Experience Jobs, Resource Planning Jobs.

Job Ref: DJMA1437
Job Title: Dialler Manager
Location: North West
Salary: to £34-42k (neg dep on candidate) base, extensive benefits package.

Opportunity to join a large blue chip organisation as the Dialler Manager who will be responsible for defining, shaping, and delivering the organisations outbound technology strategy.

The Dialler Manager will provide specialist knowledge, advice and guidance to multiple business areas to help ensure that they achieve their collections and sales targets through industry leading contact rates.

With proven experience of a running the day to day management of a high volume dialler function, you will lead the technical configuration ensuring excellent customer experience is delivered and provide recommendations to improve productivity and effectiveness. You will also drive the identification of system requirements to ensure that the business has access to tools that provide sufficient flexibility to manage performance.

If you are interested in applying for this role then you will need a proven track record in a Dialler management role in a high volume Collections/Sales environment with excellent influencing and negotiation skills, demonstrated by establishing and maintaining effective working relationships with key stakeholders and a comprehensive understanding of OFCOM regulations.

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, Customer Experience Jobs, Resource Planning Jobs.

Job Ref: DJMA1436
Job Title: Real Time Analyst
Location: Manchester
Salary: £22 – 27,000 base plus benefits and shift allowance. (Shifts will include some weekends and evening work)

Opportunity to join a large blue chip business based in Manchester for a proven and experienced Real-Time Analyst to oversee the Intraday and Service Delivery functions across the customer contact operations.

Some of the Responsibilities will include:
• Work within a Service Delivery function covering all our operational areas
• Support the delivery of customer service levels across multiple workflows.
• Support the delivery of operational excellence
• Work within a strong culture of teamwork, mutual respect and social responsibility

You will form part of the team that is responsible for managing and controlling all customer interactions, across multiple sites and business areas, on a short-range and real-time basis.

If you are interested in applying for this position you will need to demonstrate a good understanding and experience in a Real-Time/ Service Delivery role. You will proactively drive the right resource decisions and performance actions to balance workload priorities across the inbound and outbound telephony areas, processing, and complaints management.

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. 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, Customer Experience Jobs, Call Centre Manager, Contact Centre Manager, Customer Service Manager, Resource Planning Manager.

Job Ref: DJHC4065
Job Title: Senior Collections Manager (Outbound)
Location: North West
Salary: Up to £38k basic + 15% bonus

My client, who delivers bespoke financial solutions to the direct public, is looking for an experienced Collections Manager.

The Collections Manager will be responsible for the effective development of a team of 15fte, as well as feeding back potential dialer strategies to senior stakeholders .

Responsibilities include:

• To deliver excellence in performance, through inspirational leadership of agents making outbound customer contact (15 FTE)
• This role requires a high level of ‘on the ground’ leadership and motivation to achieve exceptional results through others
• Customer experience is at the heart of your teams activities, and therefore a very customer centric approach to collections is essential
• Act as a point of escalation for customer issues
• Manage MI and be able to send reports to senior management as required
• Motivate and develop your team against internal SLA’s using call listening techniques and formally documenting your teams development
• Feedback strategies to senior stakeholders to ensure most effective use of the dialer

Required attributes:

• Candidates will essentially have the following skills:
- Collections experience in a management capacity
- Dialler Experience
• Positive and professional manner
• Communicate fully with managers and colleagues in a clear and concise manner
• Accountability and responsibility in regards to all tasks and work carried out

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: DJMA1429
Job Title: Scheduling Analyst
Location: North West
Salary: to £27k base, extensive benefits package.

This is an opportunity to join a large North West based business for an experience Scheduling Analyst. You will work within a large resource planning team within one of the customer operational areas and support the delivery of operational excellence and best in class resource management capability.

When you join as a Resource Planning Analyst you will be responsible for delivering the medium term scheduling cycle and all resource deployment
You will ensure that customer demand patterns, from a variety of channels, are accurately assessed and that resource is optimally aligned to ensure the delivery of service targets.

With proven experience of a resource management role you will be responsible for delivering best in class colleague working patterns matched to customer contact profiles. You will ensure that resource is available in the required numbers, with the required skill-sets, at the required times and drive continual resource utilisation improvements.

If you are interested in applying for this position, you will ideally have experience of resource management scheduling with industry knowledge gained from roles within complex faced paced multi-skilled environments

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, Customer Experience Jobs, Resource Planning Jobs.

Job Ref: DJMA1427
Job Title: Service Delivery Manager (Real-Time Manager)
Location: North West
Salary: to £30-37k (neg dep on candidate) base, extensive benefits package.

This is an opportunity to join a large North West based business for an experience Real-Time Manager. You will be responsible for a team of Service Delivery professionals to provide a Service Delivery function covering all our customer operations, supporting the delivery of operational excellence and best in class service capability.

Some the responsibilities will include:

• Responsible for managing and controlling all customer interactions, across multiple sites and business areas, on a short-range and real-time basis.
• Ensure the effective optimisation and tactical utilisation of customer facing business resource to ensure that all operational areas achieve service level targets on a weekly, daily, and interval basis.
• Proactively drive the right resource decisions and performance actions to balance workload priorities across the inbound and outbound telephony areas, processing, and complaints management.
• Co-ordinate the management of incidents, and act as a key point of contact for business stakeholders.

If you are interested in applying for this position you will need proven experience of a high volume, complex, multi-channel, Service Delivery across contact centre operations, with a proven track record across service delivery/intraday management with strong team building skills. You will also require excellent influencing and negotiating skills through interactions with key 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 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, Customer Experience Jobs, Resource Planning Jobs.

Job Ref: DJMA1426
Job Title: Senior Resource Planning Analyst
Location: North West
Salary: to £29-36.5k (neg dep on candidate) base, extensive benefits package.

This is an opportunity to join a growing business with a vision is to become one of the UK’s most admired organisations by placing their customers at the heart of each business decision they make. They now have an opportunity to join their Planning and Demand team working with the senior leadership team to oversee the creation & maintenance of all demand and supply activities across the Customer Operations.

Some of the responsibilities will include:
• You will support the planning, organising & delivery of expert advice through gathering & interpreting business plans to produce accurate volume, AHT, & FTE forecasts for the business up to 18 months from the event.
• Ensure the delivery of accurate long & medium term business volume plans & ultimately the appropriate resource required to deliver world class customer service & sales capability within business targets
• To ensure the effective management of the Customer Operations Performance agenda by assisting the assessment of all business activity & provide benefits tracking for the Senior Leadership Team for any key projects/initiatives.
• Deliver robust campaign management for any activity or programs that impact workload, resource use and customer self-service capacity.
• Delivery of detailed long term workload projections, resource gap analysis & appropriate recruitment plans to ensure that the business achieves its balance scorecard objectives
• Assist in the development, control & implementation of complex, multi-function business plans, exploiting opportunities to drive the change agenda whilst balancing service & sales delivery, cost & colleague capability
• Identify & raise potential conflicts in Demand Management activity to ensure that customer service, & the customer experience are not placed at risk
• Determine appropriate resource levels & ensure that high calibre individuals are recruited & trained to deliver consistently high performance

If you are interested in applying for this role you will need a background in resource planning with experience of demand drivers and impact assessment across a contact centre environment. You will need advanced reporting and presentation skills and be able to work and influence stakeholders at all levels within the Customer Contact 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 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, Customer Experience Jobs, Resource Planning Jobs.