Call Centre Helper Jobs

Dialler Manager

2010-03-18 17:14:40

Location: Sussex
URL: www.cactussearch.co.uk

Description:

Multi Campaign Blended Call Centre

Size of Team / Contact Centre: Circa 600 FTE

Key Skills / Experience Required:

Minimum 2 years Dialler management experience in and outbound
Outsourced campaign experience preferred
In depth knowledge of Outbound Predictive Diallers â€ Davox Ideal
Experience of data and reporting tools
Dialler Team management experience
Analytical skills and ability to interpret MI and reports
Ofcom regulations expert

Role Profile of Dialler Manager:

To ensure the diallers availability at all times and maintain smooth delivery of calls
To ensure adherence to DMA Guidelines
To Liaise with Clients on Campaign requirements
Establish correct volumes for campaign requirements
To work closely with the managers to define and maintain calling schedules across 3 sites
To continually improve the process of data loading, selection, targeting and forecasting.
Liaise with the CRM team to ensure complete consistency in data supply, tracking and forecasting.

Key Responsibilities:

To produce reports on a daily, weekly monthly basis
To co-ordinate a wide range of client campaigns to achieve maximum impact through dialler activity- Call Blending
To manage and develop the Dialler Team effectively
Constantly analyse campaign and agent performance
To Develop call Strategies
To ensure maximum utilisation
Ensure that deadlines for reporting are met and that the reports are accurate and presented to the highest standards

Package: Â£30 + 3k Bonus + Benefits

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Business Development Manager (Contact Centre/Call Centre)

2010-03-18 14:49:22

Location: South East
URL: www.douglas-jackson.com

Description:

Business Development Manager (Contact Centre / Call Centre), location South East, Salary to 45K + bonus

Reporting to the Business Development Director, this role carries responsibility for the generation, development and closure of new business opportunities within the outsourced contact centre / call centre market-place.

Specific responsibilities will include:-

*Management of the sales cycle, from generation and solution development through the pitch process, preparation of bid documentation, to closure and contract negotiation before handing over to the Account Management team

*Maintenance of the activity database, provision of weekly / monthly reports to senior management

*Participation in client review meetings to assist in continual development of client relationships

*Generation and conversion of new leads to achieve quarterly pipeline targets

*Maintain an active knowledge of competitor activity

*Develop strong relationships with internal stakeholders, e.g. operational management, client services functions

The ideal candidate will have a first-hand understanding of the outsourced contact centre / telemarketing industry, be target driven / commission oriented and a proactive approach to winning new business.

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.

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Work Force Planning Analyst

2010-03-17 17:20:28

Location: Kent
URL: www.cactussearch.co.uk

Description:

This is an opportunity to join a fast pace environment and work for an organisation that prides itself on developing and bringing the best out of its employees. If you have proven WFM experience this could be for you.

Purpose

To manage the software that predicts call volumes and staffing levels required
Produce statistical analysis and reports on all issues relating to staffing levels, call volumes and admin work to be undertaken, including sickness levels
To ensure staffing levels are at the optimum level at all times with sufficient cover to answer calls, including shift patterns if necessary

Key Skills / Experience required:

Contact centre experience essential
Experience in using resource management software preferred
Experienced in producing management report to deadlines
Good analytical skills
Advanced level of Excel
Experience of planning project work in accordance with timescales given

Key Responsibilities:

To set up regular reports as required the Customer Service Centre Management team
To monitor the work performance of a team, implementing any corrective action if necessary in order to achieve target
Produce recommendations based on reports produced to the CSC management team on improvement issues
Maintain existing reports on an ongoing basis and identify trends and report these to the appropriate person
Ensure all new staff to the Centre have a fully planned and scheduled induction programme
Chase line managers for completion of reports and probationary notes as when required
Be familiar with the ACD system and act as a back up in the absence of the Customer Services Manager
To produce statistics on payments issues for all as and when required
To monitor the indexing queue on an ongoing basis and ensure sufficient resource is allocated in order for this work to be completed within timescales

Package:
25k + Bens

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Training Manager (outbound sales)

2010-03-17 15:43:06

Location: South East
URL: www.cactussearch.co.uk

Description:

The successful applicant must have at least 5 years relevant experience in outbound call centres within the consumer market. Good computer skills are a prerequisite but the overriding focus of this role is to ensure that targets and objectives are met through comprehensive training programmes.

Key Responsibilities:

Design and delivery of Induction training
Delivery of product training
Sales training
Coaching and mentoring of individuals
Supervisor training

Key Skills / Experience required:
Call centre sales training management experience gained in a training management role having been responsible for the design and delivery sales skills based training.

Package: Basic + Excellent OTE + Car

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Contact Centre Manager (Outbound)

2010-03-17 15:41:17

Location: South East
URL: www.cactussearch.co.uk

Description:

This company has a very wide customer base in the UK and a strong presence in Europe. They have a medium sized contact centre dealing with both in and outbound blended sales and call and customer service. We are looking for a very strong Outbound Manager with a high level of change management competency and powerful personality to joint this company and make a difference.

The successful applicant must have at least 5 years relevant experience in a 50+ seat (or more) outbound call centre within the b2c market.

Key Responsibilities:

Day to day management of circa 100 Sales and Service Agents
Performance management
Recruitment, staff appraisals and disciplinary matters
Overseeing inductions and ongoing training
Ensure Call Centre IT and telephone systems function to required targets.
To work closely with the companys Group Branding, Legal and IT Departments to ensure all web sites, marketing and lead programs and offers supplied are current and correct and follow legal and company policy requirements.
Manage the Call Centre human resources matters, including recruitment, staff appraisals, procedural and legal compliance and disciplinary matters.
To ensure the maintenance and continued growth of sales productivity.

Key Skills / Experience required:
Contact Centre Management experience gained within an outbound call centre dealing ideally with the b2c market.
Good computer skills are a prerequisite but the overriding focus of this role is to ensure that targets and objectives are met through comprehensive training programmes.
A flexible attitude and the ability to transform and re-invigorate environments.

Package: Basic 30K + Excellent OTE + Car

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Resource & Planning Analyst

2010-03-17 10:43:26

Location: North West
URL: www.cactussearch.co.uk

Description:

Details:
This large FS organisation requires an experienced Resource and Planning Analyst to ensure that capacity is maximised to ensure excellent customer service in line with SLA

Purpose:

You will be responsible for scheduling representatives to work in line with forecasted call patterns. You will monitor and manage call queues, monitor and manage absence, holidays and general absence.

Key Skills / Experience required:

Capacity & WFM Planning experience within a call/contact centre
Scheduling
To analyse complex information, quickly identifying core issues and being able to provide solutions.
Experience of call delivery systems, currently CMS.
Good knowledge of Contact Centre procedures to enable effective scheduling of work-related activity.
To be proficient in using Excel

Key Responsibilities:

Schedule representatives in line with predicted call volumes and representatives hours.
Be responsible for the timely issue of employee shift patterns and hours
Approve and schedule periods when employees are not required or not expected to answer calls.
Make important decisions and being able to explain with clarity the reasons behind their decisions and report back on their effectiveness.
Have a direct and assertive approach to communication whilst maintaining working relationships and gaining support from peers and Management.
Identify variations to predicted call patterns as and when they occur and to take pre-emptive measures to resolve
To liaise with Operational Planning Business Analysts and Manager to ensure that existing resource is deployed effectively to meet projected volumes.
Monitor real time adherence, ensuring good call coverage and to report these results to the Operational Planning Manager and other business stakeholders.
Ownership of your targets, doing everything you can to achieve them.
Work with colleagues to ensure there is effective and consistent communication at all times â€ both within and outside of your team.
Provide support to any project work, including UAT.
Deliver team Service Levels and meet all KPIs as outlined within this document and any additional PDPs/relevant appraisal documentation.
Provide on-the-spot guidance and coaching where a technical enquiry demands it and there is a benefit to colleagues or the business in doing so.
Auditing of paperwork carried out as agreed with your line manager

Package:
Up to 23k DOE + Bonus Scheme, Life Assurance, Pension Benefits, Private Medical Insurance

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Resource Planning Analyst

2010-03-17 08:37:55

Location: North West
URL: www.douglas-jackson.com

Description:

Job Ref: DJMA1198
Job Title: Resource Planning Analyst
Salary: Â£20-22,000
Location: North West, Lancashire

We are looking for a Resource Planning Analyst to join this forward thinking, financial services organisation who are a leader in their field and currently in an exciting stage of their development.

The role will look to schedule representatives to work in line with forecasted call patterns to ensure an acceptable grade of service. To proactively monitor and manage call queues. To proactively monitor and manage absence, holidays and general staffing levels to ensure maximum adherence to transaction/resource ratio targets. To build call volume forecasting plans and apply these on a daily basis to resource planning.

Some Duties and Responsibilities:

Schedule representatives in line with predicted call volumes and representatives contracted hours.
The role holder may also be required to take into account, though not necessarily act upon, an employees preferred working pattern, dependent upon prevailing company guidelines.
Be responsible for the timely issue of employee shift patterns and hours, whilst ensuring that staff are deployed to maximise the grade of service in line with forecasted call volumes.
Approve and schedule periods when employees are not required or not expected to answer calls or carry out their core function â€ such as annual leave and meeting requests, as well as scheduling breaks, coaching and training.
Having the courage of his or her conviction to make important decisions and being able to explain with clarity the reasons behind their decisions and report back on their effectiveness.
Have a direct and assertive approach to communication whilst maintaining working relationships and gaining support from peers and Management.
To identify variations to predicted call patterns as and when they occur and to take pre-emptive measures to resolve any over or understaffing issues that might occur as a result.
To liaise with Operational Planning Business Analysts and Manager to ensure that existing resource is deployed effectively to meet projected volumes.
To monitor real time adherence, ensuring good call coverage and to report these results to the Operational Planning Manager and other business stakeholders.
To administer on a day-to-day basis CMS, Resource Planner, and all other technologies required to ensure effective delivery on KPIs.
To report back on staff adherence to schedules once issued and be responsible for the timely and accurate provision of all Management Information relating to service and scheduling.
Work with colleagues to ensure there is effective and consistent communication at all times â€ both within and outside of your team.
Ensure Customer Services are technically ready for change and that processes are as efficient as possible delivering excellent customer experiences.
Provide support to any project work, including UAT.
Deliver team Service Levels and meet all KPIs as outlined within this document and any additional PDPs/relevant appraisal documentation.
Provide on-the-spot guidance and coaching where a technical enquiry demands it and there is a benefit to colleagues or the business in doing so.
Demonstrate the ability to change focus quickly to support the needs of the business â€ including covering for other roles where required â€ displaying energy and commitment in all you do.

Candidates will have the ability to work under pressure, effectively communicate across all levels and deliver an efficient and supportive resource planning function to the business operations and contact centre. Candidates will need good Excel, the ability to analyst complex data and have previous experience in capacity, workforce management and scheduling.

For more information and full job description, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: www.douglas-jackson.com.

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Freelance Technical Writer

2010-03-16 15:54:19

Location:
URL: http://www.callcentrehelper.com

Description:

Call Centre Helper is looking for a Freelance Technical Writer to work on our Reference Guides.

We are looking for people with a strong ability for writing on a technical level.

If you have experience of writing and feel that this would be of interest, then please send your CV and any current examples of your work to the newsdesk.

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Forecasting and Scheduling Manager

2010-03-16 15:39:18

Location: South West
URL: http://www.lv.com/careers

Description:

LV= is a leading mutual financial services group, with more than 3.6 million members and customers, and a team of around 3,800 people. We’ve come a long way over the last few years with greatly improved financial performance and huge business growth. But we’re not planning to rest on our laurels and we want to grow further still and become the UKs number one insurance firm. Yes, it’s very ambitious. But with you on board, it’s also very achievable.

About the role

In this newly created role, youll be managing the contact centres demand and resource forecasts, while getting the best use from our Work Force Management (WFM) model. Itll be your recommendations that get the right people in the right place at the right time, as you manage the current and future expectations of the business. Seeing this opportunity as a blank piece of paper, the chance to make a lasting impression, youll look at business trends and forecasts, using this information to keep our operations and customer service at an exceptional level.

About you

From a contact centre background, youll have an in-depth understanding of planning, forecasting, scheduling, the best service delivery and implementing various operational practices. Youll have managed a Workforce Management System (such as Q-Max), and have an impressive knowledge of shift planning, workforce management deviation and schedule optimisation. With strong strength of character, you not only have big ideas, but youve also the confidence and determination to make them happen. You leave no problem unsolved, and youre highly analytical, with a balanced commercial and customer focus.

Benefits

As well as a competitive salary, you’ll enjoy 30 days’ holiday (with the option to buy and sell more), annual bonus scheme (up to 30% of salary), pension scheme, childcare voucher scheme, private medical insurance, generous discounts on our range of quality products, plus an impressive, flexible benefits package.

Apply

For further information and to apply online head to www.lv.com/careers
LV= is an equal opportunities employer.

Closing date: 29 March 2010

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Sales Performance Coach

2010-03-16 10:58:25

Location: Merthyr Tidfil
URL: www.cactussearch.co.uk

Description:

A business that has experienced growth within the financial services sector over the last two years and to now be known as a leader within their field will continue to grow in the future.

To support this growth and ensure optimum service is delivered to customers they are recruiting for sales performance coaches to be responsible for the following;

Development of a sales channel focus, concentrating on increasing sales in BP telephone channels in accordance with defined targets agreed with the B2B sales team
Build and develop appropriate match offs within BPs supporting the B2B Account teams objectives and focus
Delivery of sales training and coaching to business partner staff to drive sales performance
Investigate and rectify low performance issues
Analyse the sales performance of the companys products and to closely monitor the performance of ongoing action plans
To collate MI that can be used to produce performance trend Dashboards that will be used in order to determine where support is delivered and to influence performance.
To maintain sales records, conduct analysis of these records and identify trends.
Identify and mitigate the impact of any change/issue that are likely to impact on telesales performance
Liaise and work with the AD to collate and report as requested
Introduce and ensure the success of all new product implementation
Work with BP contacts on collaborative plans (and drive execution of plans) to reduce policy holder cancellation
Ensure FSA compliance across all distribution channels

Key Skills / Experience required:

Telesales sales experience â€ inbound and outbound
Telesales performance management experience
Proven track record of consistently meeting sales targets, whilst maintaining high standards of customer service and constant adherence to policies and procedures.
Analytical ability and creative aptitude
Evidence of formal sales training
Microsoft office suite skills
Client facing communication and influencing skills
Strong presentation skills

Package:
to 26k + bonus + flex bens scheme

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