Contact Centre Team Manager

Job Ref: DJHB1044
Role: Contact Centre Team Manager
Location: Kent
Salary: up to £34,000 per annum plus benefits
Job Type: Permanent

Are you an experienced Team Manager from a Contact Centre environment?
Are you passionate about keeping the customer at the heart of everything that you do?
If so, this could be the role for you.
Working as part of an evolving brand who are going from strength to strength.

You will be responsible for:
• Managing a team of 15FTE within a multi-channel contact centre.
• Developing and managing relationships with internal stakeholders and departments to deliver excellent customer service.
• Handling any escalated complaints from the team as required.
• Managing the team performance against required KPI’s and MI.
• Coaching and mentoring the team.

You will ideally be:
• An experienced team leader with a passion for keeping the customer at the heart of the operation.
• Strong experience from a contact centre environment.
• Passionate about the development of others through coaching and mentoring.

This business are looking for inspiring leaders to really help to drive the customer operation effectively and brand ambassadors that will spread the vision and values of the organisation.

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.

Continuous Improvement Manager/Continuous Improvement Lead (Lean Six Sigma)

Job Ref: DJMA1831
Job Title: Continuous Improvement Manager/Continuous Improvement Lead (Lean Six Sigma)
Location: Permanent relocation required to an international location
Salary: £40-60,000 UK Equivalent (Paid in local currency) negotiable dep on candidate and experience, bonus, relocation assistance, benefits.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to an offshore location for a permanent role. Due to the relocation this large customer contact centre operation are looking for a Subject Matter Expert, a proven and experienced Continuous Improvement Manager, or Continuous Improvement Leader, with ideally a Lean Six Sigma certification.

The role will take responsibility for guiding and directing the process of addressing business challenges, clearly articulating business problems and opportunities, designing and presenting business solutions and following through to successful implementation, which realises defined objectives.

As the ‘go to’ across a large complex contact centre operation for business improvement, you will be able to work collaboratively with stakeholders to identify impact opportunities for improvements.
You will lead a team of business improvement and Business Intelligence Managers and Analysts who will be delivering multiple projects and change at any time.
Using an agile approach you will be able to develop actionable, targeted change management plans, including communication plans, sponsor roadmaps, stakeholder engagement strategies, coaching and training plans.
If you are interested in applying for this position, you will need to have proven within a lean six sigma continuous improvement capacity, leading and delivering continuous improvement programmes which realise significant business benefits within a contact centre environment.

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.

Contact Centre Manager

Job Ref: DJJM1246
Job Title: Contact Centre Manager
Job Location: London
Salary: up to £50,000+ bens
Employment Type: Permanent

Reporting to the Head of B2B, this role is with a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working 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