Resource Planning Manager

Job Ref: DJPF1295
Job Title: Resource Planning Manager
Location North West
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning Manager to lead the Tactical Planning teams. You will take ownership for the end to end management of all aspects of the Tactical Teams and their delivery, amending strategy where required to meet demand, forecasting and performance management and communication to the wider operation.

Some of the Responsibilities include:

• Leading and managing the Tactical teams, prioritising and delegating effectively to ensure workflows and projects are executed to a high standard and within SLAs at all times.
• Ensuring an aligned approach and strategy through supporting and overseeing each of the call centres
• Work collaboratively to ensure working practices, processes, data & resource are consistent, and can be applied to support optimised dialling in all centres, supporting absences within the Tactical team
• Ownership of continuous professional development of self and of all team members
• Excellent organisational skills, focusing on delivering both strategic developments and ensuring tactical impacts are considered and delivered, focusing on desired results, prioritisation, clarifying next steps and delegating effectively to meet deadlines.
• Proactively identify performance challenges across the operations and countries, proposing remedial actions

If you are interested to apply:

• To be considered for the role you will need to have significant experience in leading contact centre planning and/or dialling functions.
• Excellent written and verbal communication skills
• Excellent day-to-day and future planning organisation skills
• Ability to work in high pressure environments with ability to make quick decisions, influence and deliver difficult messages when necessary
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders
• Excellent analysis and problem solving capabilities

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 Partner (Contact Centre Outsourced Relations)

Job Ref: DJMA1826
Job Title: Head of Partner (Contact Centre Outsourced Relations)
Location: UK with travel
Salary: to £80-90k plus bonus dep on candidate
Job Type: Permanent

An opportunity for an individual to take responsibility for the third-party relationships, commercials and performance of the sales channel partner programmes.

Owning the partner programme strategy for sales you will work with the senior leadership team, working collaboratively and closely across the operation, to understand, influence and develop customer contact strategy, marketing, channel contact and pricing, whilst delivering a fully compliant regulated operations across multiple sites. Looking to develop, and implement continuous improvement across people, process tools and technology to deliver an improved sales performance.

If you are interested to apply for this role, you will have proven experience owning an outsource programme, performance and contract relationship, with good experience of inbound and outbound sales channels and strategy. You will need the gravitas and influence to work within a large complex business to achieve an uplift in performance and people engagement.

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, 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.

Head of Digital (On-line Community Content/Chat)

Job Ref: DJKG1287a
Job Title: Head of Digital (On-line Community Content/Chat)
Location: Stoke-on-Trent or London
Salary: £70k to £85k (plus 20% bonus and benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Digital to manage the online community chat and join an innovative and forward-thinking digitally led organisation. The Head of Digital will oversee the “chat community” function of the business with around 7 Operations Managers and between 70 and 100fte.

This role requires you to be able to work closely with the Customer Services Director and you will be responsible for the Operations of the overall “Chat Community Team”. You will build and develop this online community along with building relations with senior internal and external stakeholders.

Responsibilities:
• Create a vision and strategy for the UK Community Chat Operations
• Work closely with stakeholders and create and engaging an exciting chat content
• Formulate key measurements to ascertain ROI and SLA
• Analyse and interpret the customers data and trends
• Manage and develop the Operations Managers

If you are interested in applying for this position, then you will need to have managed a medium to large operational team and have led a Chat, Social Media, Marketing or Digital team. They are looking for someone that has developed an on-line community chat i.e. blogs, community Facebook or business or service pages whereby people can talk collectively as a community). Someone that is passionate about delivering creativity and innovation with the team.

Drive Ambition and Innovation is essential for this role.

To apply for this position please forward a copy of your CV to us. 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.

CRM Manager

Job Ref: DJEM1029
Job Title: CRM Manager
Location: Midlands
Salary: up to £60,000
Employment Type: Permanent

This is an excellent opportunity for an experienced CRM Manager to join a market-leading organisation based in the Midlands. They are looking for someone to provide strategic direction by developing and managing the CRM strategy to deliver growth.

Responsibilities include:
• Implementation and development of the CRM strategy
• Delivering retention and growth in line with the marketing and communication strategy
• Executing, devising and managing customer and data led CRM programmes
• Developing CRM reporting and analysis to help improve performance
• Leading optimisation of the Customer CRM strategy plan
• Leveraging new technologies to drive engagement and enhance value
• Implementation of loyalty programmes
• Management of customer lifecycles
• Delivering CRM campaigns across both customer and patient journey

Experience required:
• Experience creating, implementing and delivering multi-channel CRM strategies
• Experience working with large data sets
• Experience with Microsoft Dynamics highly desirable
• Strong influencing skills
• Strong organisational skills and a good multi-tasker is essential

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.

Motor Claims Manager – Claims Operations Manager – Claims Manager

Job Ref: DJJM1242
Job Title: Motor Claims Manager – Claims Operations Manager – Claims Manager
Location: Madrid
Salary: 35,000 – 40,000 euro plus bens
Job Type: Permanent

We have an opportunity for an experienced Claims Manager who has experience and knowledge of Motor Insurance claims to take responsibility for a wider Claims assessment function looking at continuous improvement and identifying trends and root cause to improve operational process, liaising and managing key stakeholders where appropriate.

The Claims Manager will be responsible for refining operational processes, procedures and customer journeys to make sure the overall claims process is as lean, fast and efficient as possible. You will share technical expertise, advice and guidance with the management team.

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

As the Claims Manager, you will work across all claims departments, working closely with the team as well as heads of department and other senior customer management team to identify and develop best practice.

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 will be part of your responsibilities.

Some of the duties will include:
• Assessment of process, procedure and policies, driving lean methodologies to create the most efficient operation.
• Conducting Due diligence using methods and practice.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer experience by reviewing customer journey and root cause analysis
• Drive continuous improvement ethos within the team and the wider business
• Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Motor Claims management, you will need to have worked at a senior level previously and experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst 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 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, 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.