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.

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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

Job Ref: DJHC4248
Job Title: Team Leader
Location: South East
Salary: Up to £31k basic + Shift Allowance

This is an exciting role with an award winning FinTech brand.

My client is looking for a Team Leader to provide motivation, knowledge and support in a fast paced environment.

Responsibilities will include:
• Supervise a team of 12 FTE to deliver operational targets and customer standards
• Supervise the attendance, wellbeing and behaviour of the team to ensure good management practice in line with company values and standards
• Support team members on a day to day basis to resolve queries, build knowledge and confidence, and achieve company standards
• Maintain excellent team communication through team meetings, daily and weekly updates, etc, to ensure all team members are aware of team and product performance
• Plan, organise and oversee resource scheduling for the team to ensure adequate cover is in place including absence cover
• Participate in the shift team rota on an exceptional basis to provide cover when needs are urgent
• Work cross functionally to ensure appropriate cover across the operation and encourage cross-training
• Work closely with Customer Support Manager and lead on recruitment to ensure high calibre recruits are selected for the team

In return for your hard work and commitment you will be rewarded with being able to work using your own initiative and autonomy within one of the UK’s most exciting brands, having a clear career plan in place to progress within the business.

If you would like to be considered for this role you will have experience across sales and service customer contact operations, ideally in a business to consumer 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 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.

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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 Contact Centre Tools & Technology

Job Ref: DJKG1164a
Job Title: Head of Contact Centre Tools & Technology
Location: South East
Salary: £100k circa (plus benefits)

This is a fantastic opportunity for an experienced Programme Manager, Head of Tools and Technology to take on a Senior Director lead role, fully responsible for an expanding estate, managing and developing the global customer contact infrastructure, tools and technology roadmap for this leading, fast paced business. The role will be based in the South East (North London/South Midlands corridor) with international travel as required with the position.

The Role
As the business lead and partner to the business, you will work with your colleagues and senior directors to develop the over-arching strategy and future roadmap for best in class, customer contact tools, telephony and technology across a multi-channel global estate.

You will also be responsible for leading a major investment programme and RFI/RFP process for a new ACD/IVR package to be deployed across the global business. Managing the project to deployment throughout the business and measuring its success.

This role will require a knowledge of Unified Communications, Outbound/Inbound technologies, WFM solution, CTI, ACD, Agent Skill Queue Management, Dynamic IVR, SMS, Online Chat and Social Media Integration.

You will manage and develop multiple global relationships with third party technology vendors and suppliers, as well as managing a team of team of engineers to deal with hands-on management of changes, issues and faults to resolution.

The Candidate
You will have to have experience in working within a large contact centre environment, where you have led programmes and managed changes across a range of contact centre tools technology and telephony systems. The desire and ability to take on a senior leadership position within an innovative and growing business to deliver a best in class, future proof infrastructure.

Experience and or education within computer science, networking (CCNA) or database technologies would also be advantageous.

To apply for this position please forward a copy of your CV. 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.

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.

Follow us on Twitter @callcentrejobs1