Contact Centre Manager – Customer Service Manager

Ref: DJKG1245
Job Title: Contact Centre Manager – Customer Service Manager
Location: London, South West London
Salary: £35- 40k base plus bonus and bens dep on experience
Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager, Customer Service Manager to join this growing service led organisation. The Contact Centre Manager will be tasked with hands on management of a developing team of team leaders, nurturing, coaching, development and leadership skills will be key to develop the Team Leaders management abilities and drive better performance across sales and customer service.
The business has recently undergone a change in focus and is becoming more advanced technologically as well as looking to drive performance and efficiencies but with customer centricity and a great service delivery at the heart of the business.

The main responsibility is to champion a culture of outstanding service through ownership and to proactively promote first call resolution within the teams.

The Contact Centre Manager will be a strong coach and developer of people. Have a hands on approach, whilst looking to deliver better performance, identifying and driving continuous improvement

If you are interested in applying for this position, then you will need to have a proven background at developing, coaching and mentoring Team Leaders/Managers to be better Managers. Able to work in a scalable growth environment and with a focus on delivering great customer service.

To apply for this position please forward a copy of your CV to us. 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 MI Analyst

Job Ref: DJPF1204
Job Title: Senior MI Analyst
Location: East Midlands
Salary: £38,000
Employment Type: Permanent

As the Senior Management Information (MI) Analyst you will report directly into the MI Manager and will be responsible for the design, development and providing timely and accurate performance and operational measurement to the business. The job holder will be a recognised expert in the processes, customers and their commerciality, understanding the complexity of the data sources, how to interpret them, and ensuring governance and control of that data, partnering their key stakeholders to ensure future information requirements will be met.

Some of the Responsibilities include:
• Drive efficiencies within current Business Intelligence solutions.
• Be a recognised information expert, understanding our sources of data and ensuring that reporting and data is consistent and accurate across all stakeholders and for external regulatory requirements.
• Partner the business through system, data and process improvements.
• Drive insightful analysis and promote best practice through data based observations.
• Develop new approaches and innovative techniques for understanding and reporting how the external market is impacting performance.
• Effective partnering with key customers on relevant projects (i.e Sales, Operations and Marketing Functions & wider businesses)
• Input to the planning and reporting processes.
• Input into the change program with technical expertise and advice as experts on business process and data.
• Assist in the progression and daily supervision of the Management Information Analysts as requested by the MI Manager.
• Demonstrates an awareness of the differing types of MI and their differing forms e.g. Debt, NPS and other non-financial KPI’s

If you are interested to apply:
• Must have a demonstrable and extensive track record of adding value within a commercially focused data analysis role.
• Must have strong commercial acumen with a proven ability to identify key issues, create clarity and provide effective support and challenge to senior customers and stakeholders.
• An innovative approach, driving imaginative solutions to problems and capable of challenging conventional business thinking.
• Energy, drive, determination and enthusiasm and an ability to work to tight deadlines.
• Excellent communication, interpersonal and influencing skills with the ability to deal effectively and confidently with individuals at all levels of the business
• Demonstrable advanced technical ability such as SQL, VBA, Excel, PowerBI and must be capable of adapting to new tools as they are introduced
• The ability to proactively identify opportunities for the business and to drive delivery of them.

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 Analyst

Job Ref: DJPF1203
Job Title: Resource Planning Analyst
Location London
Salary: £30,000 + Excellent Benefits
Employment Type: Permanent

As a Real-Time Analyst you will be part of a New Resource Planning Function and will be responsible for the intraday management of resources ensuring the correct number of agents are deployed within a multi-channel Contact Centre. The successful candidate will also be responsible for monitoring back office workstreams.

Some of the Responsibilities include:
• Coordinating the deployment of the appropriate staffing levels so that the Contact Centre can achieve its Service Level (SL) and Key performance Indicators (KPI’s).
• Adjusting intraday forecasts dependent upon information received (Sickness, Over Time request) and changes to business drivers (Marketing, System stability etc.) as the day/week progresses. Once the new projection has been established, adjusting staffing levels by leveraging break Times, Overtime, Meetings, 1 to 1s etc.
• Monitoring all incoming volumes across all queues to ensure the most appropriate staffing levels are set so that SL and KPI are balanced and aligned to agreed targets.
• Invoking action plans where unexpected events affect volumes.
• Running and analysing reports throughout the day. Making recommendations based upon those reports about actions that are needed to achieve SL and KPIs where it is likely to be missed. Instigating actions to maximise SL and KPIs when they can’t be achieved. Adjusting staffing levels according to where the analysis shows over achievement (Ad hoc meetings, Cancelling Overtime etc.).

If you are interested to apply:
• A good knowledge of Contact Centre metrics and their calculation.
• A good knowledge of Work Force Management software and its application in the contact Centre.
• Strong interpersonal skills.
• Good stakeholder management skills at a variety of levels.
•Intermediate Excel skills (able to create macros, create pivot tables and apply common excel functions i.e. Vlookup, Index and Match etc.)

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.

Resourcing Manager – Onboarding Manager – Team Manager – Contact Centre

Job Ref: DJMA1764
Job Title: Resourcing Manager – Onboarding Manager – Team Manager – Contact Centre
Location: Kent
Salary: £30,000 plus bonus bens
Employment Type: Permanent

Opportunity for an experienced Contact Centre Team Leader/Team Manager or Contact Centre Resourcing Manager, Contact Centre Onboarding Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

Working with stakeholders to design and define recruitment and resourcing plans, assessment days and liaising with candidates and potential applicants, then helping those successful candidates achieve a great experience through onboarding and their first few weeks in role.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement, whilst achieving resourcing, recruitment and onboarding requirements as set by yourself and senior managers.

Working directly with the Head of Customer Service and Experience, HR and Managers within customer service, you will design, organise and lead recruitment days for roles across the customer service division.

Able to work in a highly organised manner both independently and as part of the wider customer service team, you will design individual induction plans for new starters, mentoring them throughout to ensure they have the best possible start in their new roles.

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.

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 organizations, 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.

Team Leader/Team Manager Customer Service (Part time 25 hrs per week and night/late shifts available

Job Ref: DJJM1762
Job Title: Team Leader/Team Manager Customer Service (Part time 25 hrs per week and night/late shifts available
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing 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.

Team Leader/Team Manager

Job Ref: DJKG1239
Job Title: Team Leader/Team Manager
Location: Stoke (Staffordshire)
Salary: £30k to £35k
Employment Type: Permanent

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. As a Team Leader/Team Manager, you will need to have experience within the sports entertainment industry. This is a 24/7 – 365 operation.

As a Team Leader/Team Manager some of your responsibilities will be:

• Taking ownership for running a successful team and shift
• Review and analyse performance and KPIs
• Directing the team through a multichannel contact centre
• Knowledge of sports entertainment
• Ensuring outstanding customer service and experience

If you are interested to apply:
You must have an interest in sports and previous experience as a Team Leader/Team Manager. Experience in the sports entertainment industry is important along with the ability to drive goals and culture change

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 London

Job Ref:           DJKG1242

Job Title:         Team Leader/Team Manager (Contact Centre)

Location:         London/ Greater London, North London

Salary:            £35k

Employment Type: Permanent

 

 

Introduction

An opportunity has become available for a working for a Team Lead/Team Manager to work for a well-known company who are established within the UK and European market.

 

The Role

As a Team Leader/Team Manager, you will work in a busy contact centre environment responsible for a team of supervisors and the wider customer service function.

 

Some of the key responsibilities will be:

 

  • Providing quality and personalised responses to a wide variety of customer queries and complaints
  • Monitor and measure the overall performance of the supervisors
  • Own the complaints and escalation process
  • Monitor the KPI’s and SLA for the team

 

If you are interested to apply:

 

You must have experience as Team Leader/Team Manager within a contact centre setting and experienced in dealing with complaints and escalations. Showing tenacity and willingness to own the problem to resolution is important for this opportunity.

 

FOOTER

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.

 

 

Internal Recruitment Manager

Job Ref: DJKG1243
Job Title: Internal Recruitment Manager
Salary: £35k plus benefits
Employment Type: Permanent
Location: Essex, South East

My client is an award-winning company who are looking for an Internal Recruitment Manager to support the department through the full recruitment process.

As an Internal Recruitment Manager some of the key responsibilities are:

• To implement and manage the full recruitment process
• Build relations with internal and external parties
• Monitoring of recruitment expenditure and budget
• Conducting interviews at varies skilled levels
• Improvement of systems and processes

If you are interested to apply for this Internal Recruitment Manager, you will need to have previous experience in a similar role. You must be able to own the recruitment process and able to handle various levels of recruitment, projects and deadlines

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Management Information Analyst (MI Analyst)

Job Ref: DJPF1196
Job Title: Management Information Analyst (MI Analyst)
Location North West
Salary: £35,000 plus Bonus and Benefits
Employment Type: Permanent

The Management Information Analyst will be responsible for the analysis and communication of reporting to support the Contact Centre to delivery excellent customer service and achieve service delivery Targets.

Some of the Responsibilities include:
• The MI Analyst will create and maintain professional reports and dashboards that satisfy end user requirements
• Responsible for the delivery of accurate reporting to deadlines
• Gathering requirements from stakeholders, developing the brief and prioritising workload by value

If you are interested to apply:
• Strong contact centre background
• The MI Analyst will understand what data/analysis/insight is needed to drive positive change
• Demonstrable experience of using SQL and/or other programming languages and PowerBI or BI Tools
• The ability to engage stakeholders with data-led stories which identify value and drive change

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Management Information Developer (MI Developer)

Job Ref: DJPF1195
Job Title: Management Information Developer (MI Developer)
Location North West
Salary: £35,000 plus Bonus and Benefits
Employment Type: Permanent

The Management Information Developer will be responsible for the development of data and reporting to support the Contact Centre to delivery excellent customer service and achieve service delivery Targets.

Some of the Responsibilities include:
• The MI Developer will have a deep understanding of the business to fully utilise available technology to fulfil MI requirements
• Maintaining and continually developing detailed knowledge of core MI data technologies and best practice in terms of use of SQL based technologies and large volumes of data
• Identifying and developing effective working relationships with supporting stakeholders
• Utilise advanced knowledge of BI, analytics tools and platforms to produce professional outputs, fully aligned to user needs

If you are interested to apply:
• Strong customer management centre background; the role holder will understand what data is needed to drive positive change within the contact management landscape
• Building and maintaining structured and unstructured datamarts in a cloud environment
• Using SQL and other programming languages (DAX, R, SAS, Python)
• Creating relational datamarts and creating the associated governance and policy frameworks
• Configuring a Hadoop infrastructure
• Using PowerBI or other, equivalent software

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.