Contact Centre Manager (Initial 6m FTC poss perm contract following)

Job Ref: DJMA1729
Job Title: Contact Centre Manager (Initial 6m FTC poss perm contract following)
Location: Midlands
Salary: £35-45,000 base plus bonus, bens.

This is a potential permanent opportunity, but on an initial six-month interim fixed term contract, for an experienced Contact Centre Manager to take on a highly autonomous role. Reporting to the Operations Director and leading a specialist team within this a high-profile business.

They will be looking for an individual who can identify and drive continuous improvements; to realise better employee engagement, advanced customer contact initiatives such as live chat, sales through service opportunities, training and knowledge base for the team and the development of customer insight and analytics.

• You will take charge of the existing customer service centre to ensure that all calls, current KPI’s and SLA’s are adhered too.
• Act as the Voice of Customer across the business to develop wider awareness and enhanced customer process and experience initiatives.
• Liaise with marketing to develop and identify customer communications.
• Develop Insight and analysis to help improve customer satisfaction, sales and employee development.
• Work closely with the Operations Director to develop strategic initiatives and present opportunities for the development of best practice, tools and technologies.

If you are interested in applying for this position, you will need proven contact centre management experience. You will have some clear evidence of being able to utilise insight and analytics to drive continuous improvement and enhanced customer services, sales and employee engagement.

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.

Resource Planning Analyst

Reference: DJPF1129
Job Title: Resource Planning Analyst
Location: North East
Salary: £22,000 + Benefits
Job type: Permanent

This is an excellent opportunity for a Resource Planning Analyst that is looking to progress their career in Resource Planning.

Responsibilities:
• Produce effective Resource Schedules.
• Analyse Call Patterns
• Management of staff’s activity on WFM System
• Real-time analytics
• Intraday forecasting & providing support to long term forecasting process
• Reports

Required attributes:
• Workforce planning in a contact centre environment
• Microsoft Excel advanced
• WFM systems.
• Telephony systems

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 Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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.

Customer Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Head of Short Term Resource Planning

Ref:                DJPF1125

Job Title:      Head of Short Term Resource Planning

Location:      UK Wide

Salary            £90,000 – £95,000 plus Car Allowance, Bonus and Benefits

 

My client is an instantly recognisable leading brand who are looking for a Head of Short Term Planning.

The Role:

The Role holder will be responsible for the short-term resource planning team.

  • Responsible for Providing short term perspectives (1 week – 6 months) of resource requirements
  • Support the business strategy and change of customer operations
  • Be responsible for the resource scheduling service for the customer contact operations.

The Candidate

My client is looking for someone that is experienced in leading a large resource planning team and has experience of working on contact centre strategy and change projects. The successful candidate will have a passion of resource Planning and be driven by working in an exciting environment for a successful team.

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 any discussions or offer any assistance regarding sponsorship

 

Head of Customer Services

Job Reference: DJHC4247

Job Title: Head of Customer Services

Location: South West

Salary: Up to £70k salary + benefits

I am looking for a dynamic Head of Customer Services who can create and deliver an effective operating model across a contact centre function. The function is currently made up of inbound customer service, aftersales, and an outsourced sales operation.

This is high impact and exceptionally exciting role with a rapidly expanding organisation.

Some of the responsibilities will include:

  • Drive change across the customer contact operation in order to deliver customer service excellence across voice, e-mail and live chat
  • Set customer service standards and ensure the team equipped to deliver them
  • Create and deliver against KPIs in order to drive improvement
  • Report regularly to senior management and identify strategies to address any improvements or problems
  • Constantly monitor the effectiveness and productivity of the operation and ensure the appropriate processes are implemented and adhered to
  • Forecast and plan in order to maintain service levels throughout periods of high demand and for customers in different time zones
  • Drive behaviour that delivers exemplary customer service
  • Develop a customer feedback mechanism and ensure the effective change of process as necessary to improve the customer experience

You will dynamic Leader of people who can engage with people at all levels and effectively drive change in a fast paced environment.

To apply for this position please forward a copy of your CV to: mail@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 Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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.

 

Performance Analyst

Reference: DJPF1123

Job Title: Performance Analyst

Location: Belfast

Salary: Up to £25,000

Job type: Permanent


My client is looking for a Performance analyst with experience of contact centre performance. This is an exciting opportunity with a growing organisation.

You will be responsible for monitoring the end-to-end process and providing real time analysis of the SLAs, making recommendations to the Operational Management Team to optimise resources to achieve performance targets.
Required attributes: • The ability to provide real-time service monitoring • Reporting • Microsoft Excel advanced (pivot tables, VLOOKUP, VBA etc..) • Telephony systems and CRM

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 any discussions or offer any assistance regarding sponsorship.

Contact Centre Manager

Ref: DJJEMV0103
Role: Contact Centre Manager
Location: East Midlands
Salary: £50,000 – £60,000 + plus Benefits

Our Client is a leading global information services company, providing data and analytical tools to our clients around the world, employing approximately 17,000 people in 37 countries.
Due to continued growth and changing business requirements they are looking to hire an Inspirational Manager to lead their servicing teams within their Voice department with the flexibility to manage other servicing areas of the business as their business changes and diversifies.
The Voice Teams are empowered, accountable and require an inspirational leader to embed a coaching culture that is engaging; making it a great place to work. Our Client’s priority is to develop the front line managers’ interaction with their teams as their first priority to delivering high performing teams.

It is essential that this person has the ability to adapt and focus on the right priorities as their business rapidly changes with fantastic pace.

You will be responsible for optimising performance and efficiency within the area that has the customer at the heart of everything that they do. You will need to demonstrate the communication skills that engage colleagues across the group to deliver the best products and services that support business growth.

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.