Partner Manager/Contract Manager/Performance Manager

Job Ref: DJMA1790
Role: Partner Manager/Contract Manager/Performance Manager
Location: South East (mix of HOME/Office Base – London)
Salary: £35-42,000 base, bonus and bens
Job Type: Permanent

This is an opportunity to join this membership-based organisation for an experienced customer service and operations professional who is used to working with third party partners, outsourced, or third-party suppliers to ensure the successful contract management.

This is a proactive role for an individual who has excellent stakeholder management and communication skills, able to use Excel to develop robust and insightful reporting.

You will be responsible for the delivery, management and continuous improvements of the contracts, KPI’s SLA’s and service delivery.

By taking a proactive empowered approach, you will identify areas which can be enhanced, and performance increased and work with internal and external stakeholders to develop and drive change to deliver these outcomes.

You will be responsible for delivering activities and services, maximising operational success through proactive planning and forecasting activities. Implementing improved workflows to support successful

You will be the primary point of contact to and from the service providers, joint ventures, shareholders and customers. Act as the primary business partner to the business units/departments and stakeholder when required and ensure that all customer expectations are met.

You will be responsible for implementing a strategic, commercially focused and service driven approach; ensuring continual service and financial improvements are realised, measured and shared.

Regularly review service level agreements against performance, identifying areas for improvement and working with key stakeholders to deliver agreed SLA objectives.

Effectively run the contract governance, assuring all contractual obligations, regulatory and statutory requirements are observed and met.

Own the communication process and ensure timely, concise and effective communication with the business for service outage, interruption and/or service improvement.

If you are interested in applying for this role, you will need to have previous experience in dealing with contract management, ensuring SLA’s and KPI’s are achieved. You will be an excellent communicator and influencer, able to drive change and continuous improvement through the development of business case 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 any discussions or offer any assistance regarding sponsorship.

Customer Service Team Manager – Contact Centre Team Manager – Call Centre Team Manager (Home Based) (Overnight)

Job Ref: DJJM1202
Job Title: Customer Service Team Manager – Contact Centre Team Manager – Call Centre Team Manager (Home Based) (Overnight)
Location: London – Greater London – South East
Salary: £30,000 -35,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Team Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award-winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Team Manager within the overnight team, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
Forecasting, daily planning and delivering great people leadership.
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Team Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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, 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.

Resource Planning Manager (Internal Resource Deployment Manager – Resource Manager)

Job Ref: DJMA1784
Job Title: Resource Planning Manager (Internal Resource Deployment Manager – Resource Manager)
Location: West Yorkshire – Leeds
Salary: £32-45,000 plus benefits + bonus
Job Type: Permanent

This is an opportunity to join a fast paced, leading global business providing the right people on the right projects, at the right time.

You will manage a small team, working within a developing resource management function which will require individuals with a high commercial focus, an excellent people person with strong influence and stakeholder management and an analytical ability and approach to provide effective workforce deployment, forecasting, planning and MI, to help the organisation build the professionalism of their people and continue to strengthen their business.

This is a fantastic opportunity to build on your professional career to date and help develop and grow your skills with a leading corporate brand. You will join a leading edge, expanding team, in a visible and pivotal role.

Some of your responsibilities:
• Manage the team by optimising headcount, manage/oversee joiners, leavers and secondments, increasing utilisation and being aware of the impact on employee engagement
• Delivering the manpower and resourcing plan by having a deep understanding of portfolio growth plans and headcount required to support these; balancing these with the needs of the individual
• Conducting regular portfolio reviews to ensure maximum utilisation, development and fair allocation of work for each individual
• Interpret and Analyse Management Information (MI) to provide trends, make connections and spot opportunities to improve profitability
• Share knowledge, best practice and network with your colleagues across the business and Resource Management Function

If you are interested in applying for this position, you will need previous experience working within a large, or corporate business in a Managerial role with resourcing, deployment, workforce/manpower planning, talent deployment, customer service, or project management capacity. You will need excellent relationship management skills with the ability to influence senior stakeholders and be a confident and skilled communicator.

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, 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.

Resource Planning Analyst – Change Projects

Job Ref: DJAD1074
Job Title: Resource Planning Analyst – Change Projects
Location Warrington
Salary: £33,000
Employment Type: Permanent

A household brand is looking for a talented Change Planning Analyst to join the team based within the contact centre environment.
You will be responsible for supporting project-based contact centre change plans, what-if analysis, budget rounds, and any other ad-hoc planning/analysis work required.

Responsibilities include:
• Executing the demand assessment across the business, ensuring the delivery of medium work load projections, resource gap and recruitment.
• Support with the standardisation the impact assessment process across all brands
• Maintain a high-level view of all project deliverables making recommendations for any changes to deadlines based on other projects in flight
• Build solid relationships with the Change and CI teams to ensure that impacts assessment and benefits realisation discussions are productive.
• Ensure a robust handover process to the Business Planning team for any BAU handover of projects.
• Develop strong relationships with all marketing teams across all brands to ensure that all marketing activities are impact assessed and reviewed with the marketing team for future campaigns.

If you are interested to apply you will be:
• Numerate and analytical, developed a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations.
• Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures.
• Experience of building, presenting, and defending multi-million-pound budgets is essential
• Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
• Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics.
• Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

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 Forecasting Manager

Job Ref: DJPF1219
Job Title: Senior Forecasting Manager
Location Leeds
Salary: £42,000
Employment Type: Permanent

As the Senior Forecasting Manager, you will manage and develop a team of Planning specialists. You will deliver resource models and business plans which ensure space/resource requirements are accurately forecasted. The role should support change activity and generate/drive initiatives for continuous improvement. As Senior Forecasting Manager you will be responsible for owning relationships with senior internal stakeholders. You will take a lead in ensuring planning processes for your operational unit.

Some of the Responsibilities include:

• Manage, motivate and develop a team of planning specialists, maximising capability within the team through strengthening their ability to deliver excellent results.
• Formulate actual and future resource requirements to support business decisions around training and recruitment
• Formulate budget assumptions and future resource requirements
• Implement most effective methodology to drive forecast accuracy.
• Ensure planning are engaged with the change process and are adequately challenging and providing input for change controls in a timely fashion.

If you are interested to apply:
• Knowledge of planning theories and forecasting methods
• High level understanding of how Call Centre operations work
• Knowledge of Call Centre switches/network level routing /skill based routing
• Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
• Experience of planning space/seating requirements
• Excellent Excel knowledge
• Experience of large scale resource planning
• People management experience
• Strong analytical 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.