Call Centre Manager

Ref: DJRL1038a
Role: Call Centre Manager
Location: West London, Greater London, South East
Type: Permanent
Salary: Circa £50,000 + Benefits

A rapidly growing fast paced company are looking to recruit a Call Centre Manager for their office in West London. This is an exciting new opportunity to join a fantastic new team.

You will be responsible for developing objectives for the call centre’s day to day activities, coaching, developing and motivating the team, conducting effective resource planning to maximise the productivity of their people and also technology as required. As the Call Centre Manager, you will responsible for collecting and analysing the call centre statistics to drive the required behaviours across the team. You will need to drive the quality of service delivery through your team and the team is high volume and seasonal so you will be accountable for the quality and accuracy of the service provided.

You will report directly into the Marketing Manager and will have responsibility for a small team of 5-6FTE who will be making outbound sales calls. You will be responsible for driving performance and people to ensure delivery of KPIs. They are looking for a Call Centre Manager who can manage, support and develop the agents through performance reviews, coaching and engagement. You will need to evaluate and enhance processes to ensure a culture of continuous improvement. You will be asked to utilise company led incentive programmes to maintain high motivation and target achievement within the team.
This is a brand new team and the new Call Centre Manager will need to have full commitment in setting this team up from scratch.

The successful candidate will:
• Have at least 3 years’ experience of a senior leadership role, preferably gained in the customer service / contact centre environment.
• Experience of setting up a Customer Service or Sales team would be advantageous.
• Have a deep knowledge in customer experience processes, tools and systems will be essential, with the ability to analyse metrics and provide insight into current and future needs, adapting and improving the service in an agile and responsive way.
• Have experience of driving performance in a target-orientated environment and challenging team members to deliver against objectives/targets.
• Have experience of using positive reinforcement to ensure team members feel valued in their role.
• Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.

In return the company offer a competitive salary and benefits package. Holidays are up to 28 days which increase with length of service. There is a healthcare plan, pension and perkbox. You will be working a 40 hour week with some weekend work involved. The contact centre is open from 7am to 9pm.

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.

Quality Manager or Quality Assurance Manager

Ref: DJKG1248
Job Title: Quality Manager or Quality Assurance Manager
Location: Oxfordshire/Northamptonshire/Bedfordshire
Salary: £45 to £55k (depending on experience)
Employment Type: 12-month contract

This is a fantastic opportunity for an experienced Quality Manager to join a digital savvy organisation. The Quality Manager or Quality Assurance Manager will be tasked with overall customer satisfaction, quality assurance and the coaching of customer service agents within the contact centres.
This role requires a proactive, communicative and highly motivated person who has excelled in working within a fast-paced environment and has a strong background in managing, planning and delivering outstanding results.

As the Quality Manager, some of your responsibility will be to:

• Ensure policy documents are being enforced
• Work with the Contact Centre team on improving performance across global locations
• Improving quality metrics through training and coaching
• Develop, design and execute testing and monitoring

If you are interested in applying for this position, then you will need to have a proven background as a Quality Manager or Training Manager and be available to commit to this 12-month contract.

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.