Digital Systems Engineer

Job Ref: DJPF1139
Role: Digital Systems Engineer
Location: South Yorkshire
Salary: £24,000 – £30,000 dependent on experience

My Client is looking for a Digital Systems Engineer who will be responsible for the system administration functions of company platforms including Salesforce.com, Mitel, IVR Platform MI/BI Technology and Dialer System.

The main responsibilities of the role include the maintaining environments relating to the company contact Centre services such as the salesforce.com service cloud. The role holder will also administer a range of platforms that comprise largely of salesforce.com, including the administration of system users and role profiles.

The successful candidate will have experience of development and administration of multiple systems in a complex and fast paced environment. They will be an analytical thinker who can identify areas of improvement to systems using a wide range of data and insight.

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.

Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT

Job Ref: DJPF1137a
Role: Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT
Location: South East
Salary: £85k FTC (or up to £600 per day)

My client is looking for a Head of Resource Planning who will be responsibility for effective capacity planning and insight creation in order to improve Customer Experience, Revenue performance and operational effectiveness of Customer Centres – covering circa 700 employees, handling circa 2.5M contacts per annum across inbound & outbound telephony, email chat media and back office operations. THIS ROLE IS FOR AN IMMEDIATE START.

The successful candidate will have experience of leading a planning team across a multi-channel contact centre operations. They will have extensive knowledge of end to end planning and MI.

The specific responsibilities of the team include contact forecasting, employee scheduling, adherence and real-time management as well as being responsible for optimisation of the Customer Centre telephony including Voice Response and call routing. The team is responsible for Business Performance reporting, regular report production (Operational performance, Customer Satisfaction, People engagement), revenue forecasting & targeting and developing new reporting tools and databases. In addition, expert support Insight is provided to the Customer division.

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.

Business Intelligence Manager

Job Ref: DJPF1136
Role: Business Intelligence Manager
Location: Bedfordshire
Salary: £50,000

My Client is looking for a Business Intelligence Manager to lead and develop the BI Team. The successful candidate will support and provide expertise to the business by driving continuous improvement through insight and innovation.

Key Responsibilities:
• Provide a MI Reporting service to the business to help business decisions
• Lead and Support the BI Strategy
• Management of the BI team
• Support the business exec team in understanding data to enable business decisions.

The successful candidate will have:
• Proven experience in the management of BI Specialists
• Excellent analytical skills
• Strong stakeholder management
• Understanding of BI tools
• Understanding of Data Warehousing

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, 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 Strategy Manager (Customer Journey Manager/Communications)

Job Ref: DJMA1734
Job Title: Contact Strategy Manager (Customer Journey Manager/Communications)
Location: North West
Salary: £45-50,000

Working for a fast paced regulated organisation, as the Customer Strategy Manager you will be responsible for the continual review and design of the business contact strategy to ensure a first-class customer journey.

Some of the responsibilities will include:

• Continually review & drive forward their customer contact strategy, looking at a range of channels; correspondence/letter, e-mail, SMS, IVR/IVM, phone, website & new digital and emerging technologies.
• Assessing business and customer impacts, looking to drive cost efficiencies and operational and employee effectiveness with improved customer interactions across all communications channels.
• Own the content & design of customer communications to improve customer engagement and business outcomes.
• Working closely with internal stakeholder across finance, pricing, marketing and insight teams to improve the overall performance via strategic changes and tactical initiatives.
• Work in close partnership with the Operations team ensuring their understanding of the customer journey and bringing the voice of the customer into the operation via measurable KPIs which will improve the efficiency and effectiveness of operational impact on the performance.
• Continuous review of the current customer journey within multiple strategies and identify opportunities for improvements.
• Act as a subject matter expert for our contact strategy ensuring strategies are designed to optimise the business with a value driven focus.
• Engage effectively with our people to obtain feedback on the effectiveness of our contact strategy and incorporate this into future changes.
• Use data to continually measure the effectiveness of strategies & changes made.

If you are interested in applying for this role, you will need previous experience of designing and delivering customer contact strategy across multiple channels of communications. With experience of process design and adaption which directly improves performance. Previous experience developing the customer journey and creating effective, engaging customer communications.

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, 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.