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Team Leader, Contact Centre Software Application Development
Recruiter
Douglas Jackson
Location
in North East , North East
Salary: £40-42,000 base, bonus, benefits
Reference: DJMA1116
Job Ref: DJMA1116
Job Title: Team Leader, Contact Centre Software Application Development
Salary: £40-42,000 base, bonus, bens
Location: North East
One of the top three companies in their market, this blue chip company has an opportunity for an experienced Team Leader to manage a team delivering the contact centre applications software development and resources.
The role:
To establish a strategy that aligns the provision of Software Development with the long term contact centre business objectives.
Manage production, pipeline and resources schedule to ensure agreed targets are met.
Plan and manage the availability of skills and resources to ensure the correct level of cover for provision of services
Plan and monitor project life-cycles to ensure that product is delivered on time, within budget and to quality standard
Supervise staff to ensure company HR policies and procedures are consistently applied
Produce and analyse regular management information to support or inform business decision making and ensure KPI’s are met
Identify, recommend and where appropriate implement process/system improvements to increase efficiency/effectiveness to achieve business objectives
Establish viable relationships to identify business needs, opportunities, risks and issues
Develop, coach and motivate team members to improve individual and team performance
Key strategic analysis and design decisions.
Key areas will include:
Analyse business objectives to identify the direction for software development that will deliver, and continue to deliver real business benefit, with particular focus on solutions that reduce costs, reduce waste, increase efficiency, increase/generate revenue and enhance the customer journey or experience
Be alert to trends and developments in software production technologies and methodologies which offer potential to deliver enhanced performance with clearly defined and deliverable ROI
Develop effective plans that ensure that changes in business objectives and software delivery are effectively managed and service level is achieved and maintained
Maintain a six month outlook plan of current production and pipeline (prioritised future projects), and resource/skills in line with business objectives, initiatives and priorities
Effectively manage the take-on and scheduling of projects according to business defined criteria
Ensure that the team understand all timescales and SLA’s associated with work delivery and understand the importance of meeting these to allow the business to properly function and meet planned objectives
Establish an effective planning method that estimates timescales as accurately as possible, allowing contingency to absorb unforeseen issues
Vendor / Customer Relationships – Responsibility for building and maintaining positive relationships with key business area stakeholders by providing expertise to identify needs, opportunities and risks, while ensuring that issues are appropriately resolved within SLA’s
Partnerships – Responsibility for building and maintaining partnerships with IS and solution providers to identify opportunities for re-use of expertise, information sources and solution components, and further enhance the business’ return on investment in IS and Development
Provide guidance to the team for requirements analysis, design, software usage, functionality, performance, reuse, aesthetics, economic and technological tradeoffs
Technical Mentoring to align the teams software development efforts with the Development strategy.
Candidates will have strong leadership and people management skills, with the ability to negotiate at senior management, director level. The position will require experience of Object Orientated Analysis and Design/Object Orientated Programming tools and methodologies.
Professional level of experience in Scalable, Distributed, Tiered Client-Server solution design and development
Technologies: ASP.NET, C#, VB6, Active-X, COM, IIS, HTML, ASP, JavaScript, XML/XSL, SQL Server 2000
Methodologies: Compass, UML
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.
Job Title: Team Leader, Contact Centre Software Application Development
Salary: £40-42,000 base, bonus, bens
Location: North East
One of the top three companies in their market, this blue chip company has an opportunity for an experienced Team Leader to manage a team delivering the contact centre applications software development and resources.
The role:
To establish a strategy that aligns the provision of Software Development with the long term contact centre business objectives.
Manage production, pipeline and resources schedule to ensure agreed targets are met.
Plan and manage the availability of skills and resources to ensure the correct level of cover for provision of services
Plan and monitor project life-cycles to ensure that product is delivered on time, within budget and to quality standard
Supervise staff to ensure company HR policies and procedures are consistently applied
Produce and analyse regular management information to support or inform business decision making and ensure KPI’s are met
Identify, recommend and where appropriate implement process/system improvements to increase efficiency/effectiveness to achieve business objectives
Establish viable relationships to identify business needs, opportunities, risks and issues
Develop, coach and motivate team members to improve individual and team performance
Key strategic analysis and design decisions.
Key areas will include:
Analyse business objectives to identify the direction for software development that will deliver, and continue to deliver real business benefit, with particular focus on solutions that reduce costs, reduce waste, increase efficiency, increase/generate revenue and enhance the customer journey or experience
Be alert to trends and developments in software production technologies and methodologies which offer potential to deliver enhanced performance with clearly defined and deliverable ROI
Develop effective plans that ensure that changes in business objectives and software delivery are effectively managed and service level is achieved and maintained
Maintain a six month outlook plan of current production and pipeline (prioritised future projects), and resource/skills in line with business objectives, initiatives and priorities
Effectively manage the take-on and scheduling of projects according to business defined criteria
Ensure that the team understand all timescales and SLA’s associated with work delivery and understand the importance of meeting these to allow the business to properly function and meet planned objectives
Establish an effective planning method that estimates timescales as accurately as possible, allowing contingency to absorb unforeseen issues
Vendor / Customer Relationships – Responsibility for building and maintaining positive relationships with key business area stakeholders by providing expertise to identify needs, opportunities and risks, while ensuring that issues are appropriately resolved within SLA’s
Partnerships – Responsibility for building and maintaining partnerships with IS and solution providers to identify opportunities for re-use of expertise, information sources and solution components, and further enhance the business’ return on investment in IS and Development
Provide guidance to the team for requirements analysis, design, software usage, functionality, performance, reuse, aesthetics, economic and technological tradeoffs
Technical Mentoring to align the teams software development efforts with the Development strategy.
Candidates will have strong leadership and people management skills, with the ability to negotiate at senior management, director level. The position will require experience of Object Orientated Analysis and Design/Object Orientated Programming tools and methodologies.
Professional level of experience in Scalable, Distributed, Tiered Client-Server solution design and development
Technologies: ASP.NET, C#, VB6, Active-X, COM, IIS, HTML, ASP, JavaScript, XML/XSL, SQL Server 2000
Methodologies: Compass, UML
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.
Recruiter:Douglas Jackson
Website: http://www.douglas-jackson.com
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Published at 05-09-2008
Viewed: 741 times
Viewed: 741 times
