Senior Web Analyst

Job Ref: DJEM1025
Job Title: Senior Web Analyst
Location: South East
Salary: up to £40,000
Employment Type: Perm

An excellent opportunity for an experienced Senior Web Analyst to join a growing team to help advance their capabilities.

Responsibilities include:
• Creating online reporting and insight, experience using Adobe Analytics & SessionCam is essential for this role
• Web development changes to improve insight e.g. site data layer & tagging
• Improving online customer ID’ing levels
• Spec’ing offline data feed provided using SQL analysts
• Uploading and managing offline data
• Providing insight into the effectiveness of online tests
• Exporting data for use in offline analysis & modelling
• Training SQL analysts
• Sharing online analytics best practices with other web analysts across the business
• Cross-training SQL analysts in online analysis
• Creating online MI & Reporting for marketing campaigns

Experience required:
• Demonstrable web analytics skills
• Adobe Analytics (or equivalent)
• Knowledge of tag management solutions like Adobe’s DTM & Google’s GTM
• Session recording using tools like SessionCam (or equivalent)
• A/B testing and personalisation using tools like Adobe Target (or equivalent)
• Email marketing experience
• Understanding of digital and direct marketing
• Strong Excel skills
• Coding experience desirable (e.g. javascript, SQL)

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.

Team Leader (Customer Experience)

Job Ref: DJJM1244
Job Title: Team Leader (Customer Experience)
Location: Midlands
Salary: Up to £30k salary, plus shift allowance
Employment Type: Permanent

I am looking for an innovative and independent Team Leader, that can manage customer service agents through an exciting period of growth, and take ownership of the team, driving best practise and creating a culture of excellence.

This role is with an exciting FinTech organisation!

Shifts are Monday to Saturday, 9am until 7pm, with the possibility of introducing Sunday working hours.

Some Role Responsibilities:
• Operational Leadership and day to day management of the customer experience team (10FTE)
• Drive customer centric change within the team, advocating best practise
• Drive a supportive and collaborative culture within your team
• Use insight and MI to collaboratively drive customer experience and performance
• Identify cross sell and upsell opportunities, maximising on each customer contact
• Identify training needs and then coach and mentor your team in line with the business culture and objectives
• Develop and onboard new recruits, building knowledge and confidence, to achieve performance outcomes
• Drive ongoing quality improvements ensuring that high quality service is achieved
• Work cross functionally ensuring harmony across the many projects associated with a fast paced, exciting, and growing business
• Ensure that regulatory and compliance requirements are always adhered to and monitored

Key behaviours:
• A strong Team Manager who can both manage and lead from the front
• Customer centric and somebody who always looks for the best customer outcomes
• Resilient through periods of transformation, and able to take customer service agents on a journey

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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.

BI Developer

Job Ref: DJPF1285
Job Title: BI Developer
Location Nottingham, Midlands
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a BI Developer who has experience of working with Microsoft Azure for an exciting brand based in Nottingham. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Demonstrating strong people and operational leadership skills.
• Forecasting volumes based on demand and planning team rotas accordingly.
• Positively influencing and contributing to the team culture.
• Reporting MI accurately, analysing the root cause, and making recommendations.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Resource Planning function.

If you are interested to apply:

• PC Literate, good working knowledge of Excel.
• Good working knowledge of MS Office, particularly Excel
• Cognos
• Data sources
• MI/BI systems
• Azure; IR, Data Bricks, Blob, SQL Server, Datawarehouse, Analysis Services, Power BI

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

Job Ref: DJPF1284
Job Title: Head of Resource Planning
Location Cardiff, Wales
Salary: Up to £60,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a Head of Resource Planning for an exciting brand based in Cardiff. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Demonstrating strong people and operational leadership skills.
• Forecasting volumes based on demand and planning team rotas accordingly.
• Positively influencing and contributing to the team culture.
• Reporting MI accurately, analysing the root cause, and making recommendations.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Resource Planning function.

If you are interested to apply:

• Accountable leader with strong customer focus.
• Experience managing teams in a large 24/7 contact centre environment.
• Ability to train teams and adapt to training styles.
• Ability to adapt to, and lead teams through change.
• Excellent written and verbal communication skills.
• Ability to balance workload and schedules with multiple priorities.
• A good knowledge of Contact Centre technologies.
• Expert knowledge of Contact Centric metrics and their calculation.
• Expert knowledge of Workforce Management software and its application in the Contact Centre.
• Expert Excel skills (able to create macros, use VBA, create pivot tables and apply common excel functions
• Expert modelling skills in forecasting volume and work-load requirements.
• Strong interpersonal 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.

Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)

Job Ref: DJJM1238
Job Title: Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)
Job Location: South East
Salary: up to 45k + bens
Employment Type: Permanent

Reporting to the Head of Operations, this role is with a company operating within a high growth and competitive market sector. The post-holder will play a pivotal role in the design and ongoing success of a sales function, effectively delivering robust and compliant sales success, twinned with an entrepreneurial flair in order to maximise all business opportunities.

Some of the responsibilities will include:
• To provide significant input to development of telephony sales process and procedure, ensuring compliance with industry / corporate guidelines.
• To provide visible and clear direction to your team, ‘leading by example’ and carrying overall responsibility for departmental KPI’s / targets.
• To recruit and subsequently develop a high performance sales team, defining KPI’s / targets, providing first-class coaching and on-going support.
• To work collaboratively with the senior leadership team in pursuit of wider business objectives, providing accurate, weekly, MI with regard to departmental performance.
• To consistently review both operational practices and departmental performance, ensuring high performance is rewarded and under-performance is addressed.
• To manage all data records of all clients and prospects in-line with industry guidelines and corporate expectations.

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: DJPF1283
Job Title: Business Intelligence Manager
Location: Surrey, South East
Salary: Up to £45,000
Employment Type: Permanent

We are currently recruiting for a Business Intelligence Manager who will use the BI to develop reports, analyse them and produce results which can be used to support discussions and negotiations to key internal and external stakeholders.

Some of the Responsibilities include:

• Actively liaise with internal stakeholders to collate overall picture of performance, using this to produce monthly reports and analysis
• Review and analyse performance and prepare MI packs for periodic meetings
• Build strong and collaborative relationships to understand overlaps and gaps. Define and describe these, highlighting any risks or opportunities to the company
• Identify missed opportunities in current business practices and propose new schemes

If you are interested to apply:

• Advanced knowledge of Microsoft Office, specifically Excel and PowerPoint essential to this role
• Minimum requirement of having achieved the FIT CII qualification
• Experienced in achieving a positive impact to business practice through analytics
• Organised, diligent individual who can multi-task and put the customer at the forefront of their decision making
• Have passion for actionable insight and be self-motivated and reliable with the ability to operate independently where required

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.

Senior Head of Operations

Job Ref: DJHC4286a
Job Title: Senior Head of Operations
Location: South West
Salary: Up to £80k Salary
Employment Type: Permanent

This is an exciting role with an award winning multi-channel operation! If you like to do things a bit differently, then please get in touch, this role may be for you.

My client is looking for an empowering Senior Head of Operations to lead, develop and scale their customer operations.

Responsibilities will include:
• Take responsibility of the customer function (300FTE) monitoring day to day activity and empowering the operational teams to be the best they can be
• Optimise customer experience via multi-channel customer communication
• Analyse data and create MI for use within the business
• Monitor customer satisfaction in order to improve overall customer experience
• Motivate the team in line with cultural values and company procedures
• Create a culture of Learning and Development across the operation
• Encourage innovation and collaboration, and look for ways to do things differently
• Prepare the operation for their next growth phase

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.

If you would like to be considered for this role you will have experience across customer operations, ideally in a business to consumer environment. You will also have demonstrable experience of having scaled up operations to meet highly demanding business growth.

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.