Contact Centre Team Manager – Digital

Job Ref: DJHB32067
Role: Contact Centre Team Manager – Digital
Location: Birmingham
Salary: up to £30,000 per annum + benefits
Employment Type: Permanent

Are you an experienced Contact Centre Team Manager who is enthusiastic about Continuous Improvement? Are you experienced in the delivery of performance through KPIs and performance metrics within a multi-channel environment?

If so, this could be just the role for you!

We’re currently partnered with a Midlands based Utilities brand who have exciting expansion plans over the course of 2021 and are looking for an experienced Team Manager to drive their Digital team through the introduction of efficient working processes using chat, telephony and email channels.

Working as part of an established team, you will be responsible for:
• The inbound customer contact across the digital channels for the business.
• Performance managing the team through KPI’s.
• Developing, coaching and training your team and wider stakeholders within the business on the digital customer journey.
• Responding to escalations to support the customer through to complete resolution.
• Overseeing, planning and delivering content across different social media platforms using scheduling tools.
• Managing, leading and coaching the team to ensure all key metrics and SLAs are achieved
• Reporting to the Contact Centre Manager, as the Digital Services Manager, you will be primarily responsible for overseeing the handling of inbound contact across all digital channels including social media, webchat and email.

You will ideally be:
• Experienced in the use of and managing teams working across digital channels including: social media, webchat and email.
• Adapting tone to suit contact channels and supporting the team to tailor their approach with customers via different digital channels.
• Experienced in managing a team of contact centre agents within a multi-channel contact centre environment.
• Able to identify areas for continuous improvement and capable of proposing and developing solutions to the wider leadership team.
• Able to build excellent relationships with internal stakeholders across the leadership team.
• Experience building relationships with outsourced teams would be an advantage, however this is not essential.

So, if you’re a results focused individual, have a positive can-do attitude, and you’re able to deliver under pressure, manage your time and workload optimally and work on own initiative, then this is just the role for 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 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 any discussions or offer any assistance regarding sponsorship.

Head of Operational Excellence

Job Ref: DJKG32052
Job Title: Head of Operational Excellence
Location: Staffordshire/Midlands/Greater Manchester (office and remote working)
Salary: £60k to £70k (plus bonus and outstanding benefits)
Employment Type: Permanent

This role is for a leading, award-winning e-commerce organisation, that is looking to evolve the business to the next level, not only in the UK but globally. You will work collaboratively with Heads of Department across all operational teams with a focus on quality, efficiency and being a strong influencer for innovation and best practice to the team and key stakeholders.

Responsibilities will include:
• To create the vision and strategy for the Operational team working with the key stakeholders to develop a Centre of Excellence
• To be a key member of the senior leadership team in the office and remotely, driving a collaborative culture
• To continually challenge and provide thought leadership around strategy and delivery of operations
• To be responsible for the creations and production of KPI’s dashboards across the commercial unit and provide relevant insight to stakeholders

The ideal candidate will have experience in working in a senior level leadership role and have natural expertise, confidence, and gravitas to lead a team of operational experts for this global brand. You will need to have digital or e-commerce experience and ideally work within a regulatory environment. Knowledge of customer journey mapping is relevant for this role along with experience in developing and delivering self-service and AI (Artificial Intelligence) capabilities. If you are highly motivated with a passion for driving operational change at a senior level, then please get in touch.

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 any discussions or offer any assistance regarding sponsorship.