This organisation are at the forefront of their market and have a requirement for an inspirational leader who has the ability to lead an existing and sizable contact centre site, operational performance, sales strategy and delivery and who can create a collaborative culture where the entire team are empowered to take ownership for each of their calls, to deliver a truly exceptional customer experience.

You will be given the opportunity and encouraged to take part in helping shape the contact centre strategy, attracting, recruiting, leading and retaining the right people as well as leading the site, motivating and inspiring your team to deliver a truly great customer sales experience’

Responsibilities will include:

• Engaging, motivating and influencing your team to deliver their best performance
• Managing relationships, ensuring that all individuals have the knowledge they need through regular structured communication
• Actively participating in the recruitment, selection, training, development and coaching of Managers and Advisors
• Identifying ways to improve customer experience and sales potential
• Managing the day to day team operation that delivers KPI’s for productivity, quality and value.
• Influencing the behaviour of others by leading by example, in terms of delivering a great customer sales experience and by demonstrating the company values.
• Manage the budgetary allowance.

The successful candidate will need to have a proven track record working within a large fast paced contact centre environment, where results are driven by excellent service and experience working ideally in a multi –site capacity or with large sales teams.

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

Working for a blue chip award winning organisation with great future plans and opportunities, we are presently looking to find a Resource Planning Analyst to join an established planning team and take responsibility for the long term planning analysis you will aid the workforce to keep the Contact Centres running efficiently and ensure that the business can always deliver for their customers.

Your role as the Resource Planning Analyst will be to deliver accurate and robust resource plans for budgeting through to operational delivery of service that reflects the Customer Service strategic plan and proactively provide value-adding insights though data analysis.

If you are interest to apply for this position, you will need to have experience within contact centre resource planning with some good analytical skills, understand performance metrics and the ability to work under pressure.

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

My client is one of ‘the’ best known names within their industry. An opportunity has arisen for an INTERIM Contact Centre Manager to lead and manage a dual site contact centre operation with a mix of customer service and sales, on a 3 month interim basis.

Some of the role responsibilities and requirement include:

- Implement and drive strategic plans for the contact centre operation
- To deliver excellence in performance through, performance management, training, coaching and inspirational leadership of Managers and Team Leaders managing teams of direct reports
- This role needs a high level of inbound and outbound sales leadership, as well as a very customer centric approach to customer contact across sales and customer service
- Be extremely brand aware and understand the requirement to operate with the upmost of integrity at all times
- Extensive experience managing a large team within the contact centre industry
- Analytical nature
- Commercially astute
- Excellent negotiation skills
- Workforce planning forecasting
- To work within a heavily regulated environment ensuring compliance and best practise across the contact centre operation

You will be expected to provide highly visible leadership and clear communication of shared business values and goals to your team and will be a role model with regards to business values and behaviours, with the ability to inspire and motivate your team to achieve the best possible sales performance and customer experience results.

To be considered for this opportunity you will need proven experience working as a Contact Centre Manager, managing and developing sales and customer service teams in a regulated environment. You will need to ‘hit the ground running’ and be ready to take charge of this expanding team and take immediate ownership and leadership from the front.

For more information, to apply, or for a confidential discussion, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.

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

My client is one of ‘the’ best known names within their industry. An opportunity has arisen with this rapidly expanding organisation for an Operations Manager to lead and manage a dual site contact centre operation with a mix of customer service, inbound and outbound sales, with an overall FTE of 200.

Some of the role responsibilities and requirement include:

- Implement and drive strategic plans for the contact centre operation
- To deliver excellence in performance through, performance management, training, coaching and inspirational leadership of Managers and Team Leaders managing teams of direct reports
- This role needs a high level of inbound and outbound sales leadership, as well as a very customer centric approach to customer contact across sales and customer service
- Be extremely brand aware and understand the requirement to operate with the upmost of integrity at all times
- Extensive experience managing a large team within the contact centre industry
- Analytical nature
- Commercially astute
- Excellent negotiation skills
- Workforce planning forecasting
- To work within a heavily regulated environment ensuring compliance and best practise across the contact centre operation

You will be expected to provide highly visible leadership and clear communication of shared business values and goals to your team and will be a role model with regards to business values and behaviours, with the ability to inspire and motivate your team to achieve the best possible sales performance and customer experience results.

To be considered for this opportunity you will need proven experience working as a Contact Centre Manager, managing and developing sales and customer service teams in a regulated environment. This contact centre operation has plans for substantial future growth so you must show ability to demonstrate your capability to deliver this both in strategy and performance.

For more information, to apply, or for a confidential discussion, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.

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

This is an opportunity for an experience Contact Centre Sales Manager to join a blue chip organisation and take full responsibility for an outbound up sell, x sell campaign and the relationship development, communications, compliance, training, management and performance of their offshore partners.

Based in the North West or North East of England you will be responsible for managing the day to day operational relationship and a number of outsource telemarketing and contact centre service providers, ensuring delivery of the agreed sales and operational targets.

You will be the conduit between internal and external operations and be required to ensure a performance driven culture is adopted across the outsource partners, to enable the contact centres to over achieve by drafting and implementing performance programmes, training and incentives etc.

With full responsibility for the relationship and campaign, you will be expected to offer operational management advice, influence and leadership across outbound sales, ensuring that the outsource partners maximise their data and dialler performance and strategy, to drive conversion, productivity and sales achievement.

If you would like to apply for this position you will need to have a high level of influence and the ability to show that you are able to drive performance through relationship management, ideally having previously managed outsourced contact centre relations. You will need to be a proven Contact Centre Manager, who has a good understanding of sales performance, ideally across Outbound sales, coupled with Data and Dialler knowledge and experience.

In addition, successful candidates will be required to travel internationally approximately 4-6 times per year for up to 3 weeks at a time. When based on-shore the role will be office based with the occasional home working, although there will be additional UK travel to other sites as required by the position.

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

This is an opportunity for a proven Customer Experience Manager who holds the customer at the heart of all their decisions, to join an exciting well established and rapidly expanding company, based in the heart of the country. This Senior Management position will help create an empowered environment, where the contact centre teams will deliver best in class customer experience through results oriented customer management.

Some of the duties will include:

• Working very closely with the Customer Services Director to streamline processes making the organisation more customer centric
• Taking overall responsibility of the customer experience, strategising, presenting and implementing processes and procedures to improve the customer experience across the company
• Ensuring the Customer Support Manager and Team Leaders are focused on team development and maximisation of the customer experience
• Responsibility for driving performance and employee engagement
• Has overall responsibility, together with the Customer Services Director, for service levels
• Accountability for learning and development within the service delivery team
• Accountable for process and quality adherence within the service delivery team
• Demonstrate highly visible leadership to the whole department, ensuring that staff feel engaged and connected to other areas of the company
• Provide stakeholders with structured updates regarding both operational and customer experience measures
• Work with peers and direct reports to share best practice
• Responsible for the performance management of direct reports
• You will work across the Customer Support Operations to support customers to realise continuous improvement across the business and deliver the customer services strategy

If you are interested to apply for this position then you will need proven experience from within the Customer Experience and Contact Centre industry, preferably within retail. You will be a really empowering and credible individual, who is able to motivate and gain buy in, from a very collaborative and already effective customer service team.

You will have substantial experience of improving the end to end customer experience, performance management and leading high performing teams to achieve industry leading results. You will also possess a real passion and focus on customer satisfaction measurements and driving continuous improvement for the customer.

For more information or to apply for this role, please email your CV and covering letter or details to: mail@douglas-jackson.com or visit us at: 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, Customer Service Jobs, Contact Centre Jobs, Resource Planning Jobs

This is a newly created opportunity for a Senior Resource Planning Professional to work for a national leading provider of services, who is a progressive and supportive organisation, hoping to offer real growth opportunities for their employees.

The position of Resource Manager will support day to day provision of customer services within the contact centre by developing and utilising resourcing tools to accurately forecast resource requirements for the contact centre. This will identify peaks and flows of calls to enable the most cost efficient and effective use of resources for delivering performance excellence. This will include identifying and implementing appropriate resource allocations, shift patterns and break scheduling for operational teams, ensuring effective cover for holidays and other absences. Where appropriate, they will also work with regional colleagues to proactively manage any regional impact on resources.

The job holder will support the Head of Customer Service in the effective management of external and internal stakeholders to ensure delivery of a best in class service with transparent and robust service standards. They will ensure efficiencies are achieved where possible for the delivery of high quality but value for money services. They will be responsible for developing and producing up to date management information and reports on service delivery and resource allocation as needed. This will include compiling statistics, reviewing these and making and implementing recommendations for improvements as appropriate.

The Resource Manager will also manage the implementation of quality initiatives such as Customer Service Excellence, EFQM, IIP etc. and measure their impact and success. They will promote a positive working environment and customer centric culture, respecting diversity and treating all customers fairly.

If you are interested in applying for this exciting opportunity and putting your own stamp on the resourcing operations within this company, you will need previous experience and skills in contact centre resource planning.

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

This is a first-rate opportunity to join the leadership team of a highly successful, service based, brand with a global presence. Reporting to the Operations Director, this role will carry responsibility for providing clear and direct leadership to business units that support operational activity through both contact centre and ‘back office’/ environments.

Specific Responsibilities will include:-

*To actively contribute to the formation and delivery of an operational strategy across business support units, including project office, workforce planning, training, QA and control and governance
* To lead the team responsible for the delivery of a centralised forecasting and resource planning solution to improve efficiency across operations
* To manage the production of robust Management Information Packs providing analysis and making recommendations for improvement
*To manage training and support across all areas of contact centre operations and shared services activity
*To carry overall responsibility for quality and compliance monitoring, across both in-house and outsourced activities for all contact centre / share service operations
*To provide effective leadership in various projects and business initiatives to enhance operational productivity and drive efficiencies

The ideal candidate will be able to evidence a successful track record of managing projects and providing effective stewardship to operational support teams within a contact centre / call centre environment. In addition, individuals with first class stakeholder management / influencing skills will have an advantage in this role.

For more information, or to apply, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.

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

This is an opportunity to join an ambitious business in a growing and dynamic part of their operation, supporting a large multi-site, multi-skilled, contact centre estate, offering outstanding customer service.

Heading up an award-winning team of dedicated training professionals, your challenge will be two-fold. First of all, you’ll take charge of the design and delivery of training programmes we offer in our contact centres, ensuring they make a real and positive difference to our employees, the business and ultimately our customers. Secondly, in conjunction with our central HR team, you’ll oversee the development and implementation of our e-learning and blended learning strategy into the Group operations – from initial launch of a new Learning Management System right the way through to optimising the benefits across our Contact Centre. In doing so not only will you have a direct impact on our success, you’ll also have the chance to make a name for yourself.

Extensive Training leadership experience and a background in Contact Centre and Retailing environments are essential. As is a good understanding of regulations that govern the financial services sector. At the same time, however, you’ll need to have a good commercial head on your shoulders and the ability to align your own team’s goals within the broader corporate objectives. Most important, however, will be your inspirational leadership skills, ability to build strong relationships right across the business and to bring out the best in everyone around you.

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

My Client is looking for an exceptional candidate to manage the client relationships and service delivery elements for their high profile multi-channel contact centre.

Responsibilities
• Manage a high visibility, large helpline account and other accounts services from specification to account management
• Plan and manage operational and review meetings for specialised accounts
• Set up and implement reporting, monitoring and quality assurance systems to meet Service Levels Agreements and Key Performance Indicators for each account, and to evaluate outcomes
• Manage relationships with clients and the helpline provider for our helpline services to maintain good relations and problem solve as issues arise
• Develop and manage a personal work programme
• Lead and plan account projects, developing project plans, identifying work streams, deliverables, roles, resources, timescales and risks
• Deliver projects to required standards, timelines and costs as per contract
• Set up and maintain accurate project records and logs of activity, and administer version control of relevant documentation
• Work collaboratively with the team to ensure the company has the capacity and ability to meet the specification of traded helpline services
• Plan and manage contractual meetings for traded accounts
• Lead and manage contractual, operational, and review meetings to raise and resolve any issues with the client
• Undertake regular review meetings with the helpline provider
• Monitor day to day income and expenditure relating to work.
• Work with the team and helpline provider to create reporting and quality assurance systems for each account
• Work with Customer Insight Officer on evaluating outcomes and trends
• Establish and review KPIs with the client
• Set up and monitor processes at the helpline to ensure quality for each account
• Ensure channels of communication, roles and responsibilities are clear
• Develop and manage a personal work programme
• The successful candidate will need to travel to meetings across the UK. Liaison with clients and suppliers
• Manage income and expenditure of a budget up to £1 million

If you are interested in applying for this role, you will need previous experience managing a contact centre operation or outsourced vendors delivering contact centre services. Experienced in delivering key projects and with a good commercial perspective, you will need to have a good eye for detail with exceptional communication skills at all levels, who enjoys challenges and working to set targets and who has a flexible and structured approach.