Contact Centre Manager

Job Ref: DJAD1064
Job Title: Contact Centre Manager
Location: London, Greater London, South East
Salary: £60,000
Employment Type: Permanent

Are you passionate about delivering best in class customer experience? Do you have experience in creating a contact centre and supporting staff through this? If so a world class brand may have the perfect role for you as their Contact Centre Manager. Reporting into the Head of Contact Centre the role will support the people through implementation whilst being always hands on in delivering the performance of the contact centre through engaging employees and promotion best in class Customer Experience.

Some of the Responsibilities include:
• To manage, motivate and develop a team of circa 40fte, including team managers and support staff.
• Create a strategy and vision for the team to support the delivery of operational KPI’s
• Work with the team to ensure optimal resourcing
• Work across departments to create and deliver exceptional service for multiple products and services

The successful candidate will have experience managing a contact centre, will be passionate about employees and their development and ultimately be driven by providing world class customer experience, whilst ensuring the team is motivated to do the same.

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.

Contact Centre Manager/Client Delivery Manager

Job Ref: DJMA1759
Job Title: Contact Centre Manager/Client Delivery Manager
Location: Barcelona
Salary: Circa 40,000 EUROS (base and bonus) plus relocation assistance and benefits

Hola……We have a fabulous opportunity for an experienced Contact Centre Manager from the UK to relocate to Barcelona; for sun, sangria, a vibrant cosmopolitan city where nothing is far away. Working for an award winning international organisation, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

The position will have full responsibility for an inbound sale through service campaign to include team leadership, development and performance, as well as being the primary point of contact for the customer. The successful candidate will also prepare and present monthly and quarterly reports to internal and external stakeholders.

An overview of the role and responsibilities are below:

Converting enquiries in to sales, where every sale counts and the lead the team to meet sales targets.
Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed.
To provide executive summaries and provide appropriate recommendations to clients based on KPI’s and Trends.
Hands on management and accountability for operational delivery through Operations Managers, Team Managers and Real Time analysts.
To monitor and control budgets, driving sales and profit targets are met.
To be able to forecast Sales, Gross Profit and People’s cost figures on a monthly / quarterly / yearly basis
Deliver Profit & Loss summary on a weekly basis to BUD/OD
Take ownership for own continuous personal development, undertaking relevant training as and when appropriate.

If you are interested in applying for this position, you will need to have proven contact centre management, or client service management experience, within a sale through service environment. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

If you are interested in applying for this position, you will need to have worked in a customer service environment in a senior and strategic role, where you have a proven track record in driving customer experience improvements. Have excellent communication and stakeholder skills.

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.

Contact Centre Manager

Ref: DJKG1235
Job Title: Contact Centre Manager
Location: South East
Salary £30k to £40k

Opportunity to join a well-established progressive company as a Contact Centre Manager

This is very much operationally led and you will report into the Chief Operating Officer with the main responsibility to oversee the daily operations of the contact centre.

The Role:

This role will involve managing workload and resource planning along with training and development of the contact centre teams working on various work management systems

Some of the duties are:
• Scheduling resources for the contact centre
• Managing the work flow and re-assigning any acquired work
• Manage, lead and motivate the teams conducting regular meetings and training
• Looking at new ways to improve customer service
• Ensuring reports are delivered regularly

The Candidate

You will need to have at worked within a multi-channel function and be used to working with customer escalations – any start up experience is also an advantage
• Experience in managing rotas and workload
• A strong influencer and communicator
• Any experience in troubleshooting and success stories – showing that added value
• Thrives on working in a fast-paced 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, 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.

Contact Centre Manager

Ref: DJKG1235a
Job Title: Contact Centre Manager
Location: Essex

Opportunity to join a well-established progressive company as a Contact Centre Manager

This is very much operationally led and you will report into the Chief Operating Officer with the main responsibility to oversee the daily operations of the contact centre.

The Role:

This role will involve managing workload and resource planning along with training and development of the contact centre teams working on various work management systems

Some of the duties are:
• Scheduling resources for the contact centre
• Managing the work flow and re-assigning any acquired work
• Manage, lead and motivate the teams conducting regular meetings and training
• Looking at new ways to improve customer service
• Ensuring reports are delivered regularly

The Candidate

You will need to have at worked within a multi-channel function and be used to working with customer escalations – any start up experience is also an advantage
• Experience in managing rotas and workload
• A strong influencer and communicator
• Any experience in troubleshooting and success stories – showing that added value
• Thrives on working in a fast-paced 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, 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.