Call Centre Helper Jobs

Head of Resource Planning

2008-05-07 12:19:29

Location: London
URL: http://www.douglas-jackson.com

Description:

Job Ref: DJSG1091
Job Title: Head of Resource Planning
Job Location: South East, London
Salary £50-55,000 basic.

Head of Resource Planning, London, £50-55,000 basic salary.

Reporting to the Head of Contact Centre, this role is a key and strategic appointment within this interesting and constantly changing environment. This business is part of a blue chip media operation and the Head of Planning role will take responsibility for the entire resource planning for up to 500 FTE offshore contact centre and support team personnel.

Managing a small team, including a Resource Planning Manager and Dialler Manager/Supervisors, some of the duties and responsibilities will include:

• To effectively manage requirements for resource from managed service provider.
• Ensuring accuracy, timeliness and as per agreed commercials.
• Managing the change to those requirements as required.
• Ensuring that all invoicing discrepancies are resolved as per agreed guidelines.
• You will also provide MIS function to support the Call centre operations and ensure that all data gathered is in line with the managed service provider agreed collation method.
• Additionally you will ensure that all managed service offline activities are as per business framework and will time to time manage any variations to the same.
• Working with the overall team – agree and document F&S processes including billing and reconciliations
• To improve performance by increasing efficiency and reducing/managing cost
• To co-ordinate/maintain/improve budgets
• To liaise with the 3rd party to improve staff scheduling plan as per unit movement and additionally alongside improving staff adherence
• To be committed and involved in any projects impacting the contact centre
• To support senior management in other areas as requested from time to time.

Candidates will have a proven track record in a Senior Resource Planning Manager capacity or will already be a Head of Planning, preferably with multi site or offshore responsibilities, seeking a challenging and diverse role. Substantial experience of IEX or a similar workforce planning tool will be required.

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.

Apply to this job

Head of Resource Planning

2008-05-01 12:14:23

Location: South West
URL: http://www.artisrecruitment.co.uk

Description:

A new role exists within this successful and expanding organisation for an experienced and accomplished Strategic, Senior Resource Planning specialist. Artis Recruitment seek an individual for their Client to:

Provide Operations Management with resourcing information and instructions, often in real time, to ensure the effective and efficient sizing and deployment of skilled resources in the right place at the right time to meet client SLAs and customer satisfaction targets
• Provide expert input, analysed and sourced from delivery performance data and staff skills and capacity data, to decisions required on the effective deployment of Operations Division resources to ensure that excellent customer service and all client SLAs can be delivered
• Ensure that MI provides analysis, information and insight to enable Operations Management to satisfy and inspire client confidence and service performance
• Provide performance information to management and clients to assist in critical decisions about schemes and services – against client SLAs and internal quality, volume and efficiency targets
• Produce regular reporting to assist the decision making process regarding effective resource management
• Liaise with internal managers to review reporting requirements
• Produce and monitor detailed financial analysis of key profitability measures

The successful applicant will have:
5 years plus in a Resource Manager role in a large and dynamic Contact Centre environment operating with extended working hours
Successful experience with the use of workforce management and telephony tools
Strong analytical and developed numerical skills Developed capacity forecasting methodologies to support several business environments
Decisive with strong influencing and communication skills
Strong commercial focus and understanding

If you feel you posses all of these skills, qualities and experience, and are interested in such a dynamic and important role within a successful business please apply today.

Part of the Artis Group, Artis Recruitment is a specialist full-service Customer Contact recruitment consultancy based in the South West and South Wales. We operate exclusively at the Senior & Executive Appointments level within the Contact Centre and Customer Service industry.

Apply to this job

Account Director

2008-04-25 13:18:10

Location: Midlands or South West
URL: http://www.cactussearch.co.uk

Description:

Company Profile:
Our client, one of the UK’s leading outsourcers, is looking for an exceptional Account Director for their rapidly growing and successful business.

Key Skills / Experience Required:
•A minimum of 5 years previous experience in managing outsourced campaigns
•Demonstrable client management ability at a senior level
•Previous experience in managing individuals or teams in Senior Account Management or similar management level roles

Role Profile:
The role of the Account Director is to build and develop effective business relationships with key clients and new business prospects, to achieve business objectives, and grow and develop the key accounts based upon pre determined targets as agreed.

Working strategically with key client contacts, the Account Director will be responsible for understanding objectives and getting ‘under the skin’ of the clients business so as to be able to pro-actively match future business needs.

Key Responsibilities:
•Responsible for meeting revenue, profit and growth targets as set by the Company Directors.
•Responsible for the generation of new business within their existing portfolio. Work to new business targets for existing clients and work pro-actively to achieve those.
•Responsible for generation of new business, through support in pre-arranged pitch meetings, proposal preparation and follow up to close.
•Responsible for minimising costs and account expenditure across the business
•Responsible for all elements of financial control including the ability to direct and manage client audits

For more information, please contact Cactus Search today

Package:
Up to £60k basic + Car allowance + Bonus + Private Healthcare

Apply to this job

Head of Resource Planning

2008-04-24 09:24:45

Location: South West
URL: http://www.douglas-jackson.com

Description:

Head of Resource Planning – South West
Head of Resource Planning, South West £40-50,000 base, benefits.
This company are currently experiencing growth and continued success, providing a whole range of services within the insurance market. Due to an operational restructure they now have a position for an experienced individual to take responsibility for their Resource Planning and Management Information functions. This role is vitally important and influential to the operations. The role sets the tone for the required behaviour and the focus on efficient performance and delivery. The Head of will insure that the appropriate balance between performance and margin targets, the provision of tools required to deliver and the right number and quality of resources are in place. The accountability for operational delivery rests very clearly with this role. The level of complexity is high as this is a business that is going through necessary change in order to meet more demanding growth, quality and efficiency targets.

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.

Apply to this job

Business Development Manager

2008-04-22 15:20:44

Location: South East
URL: http://www.haigh-recruitment.com

Description:

Business Development Manager To £50K Basic (£90K OTE)
Our client is part of a pan European group and has an established client base in the UK to whom they offer the entire multi -channel customer journey. They are looking to grow their client base with the addition of a Business Development Manager who knows and understands contact centres and the outsourced sector and can hit the ground running. Ideally you will have sold outbound as well as inbound and be comfortable with a target in the order of £750K.. Hampshire based although the successful candidate can work from home one day a week.
Job Reference: SSID-7CHJWQ
Please click on the link to attach your cv and apply directlyAPPLY NOW

If you would like to discuss this or any of our appointments please call Nigel Haigh on 0845 0340082 or +44(0)20 748 748 44
Haigh Recruitment is a Recruitment Agency.
CountyMark House, 50 Regent Street, London, W1B 5RD.

Apply to this job

Head of Resource Planning

2008-04-07 09:33:51

Location: North East
URL: http://www.douglas-jackson.com

Description:

Head of Resource Planning – Contact Centre Operations, Salary from £60,000 – £75,000 – Yorkshire

An excellent opportunity to join a highly successful and growing business, at senior management level, operating within the financial services sector.

This role carries responsibility for managing all aspects of inbound and outbound capacity, planning, delivery and commercial performance for U.K. operations. This will include the development, coaching and leadership of a multi-functional team providing planning, MI and telephony support to contact centre operations.

You will be experienced in managing the planning, resourcing and MI for ‘multi-site’ contact centre operations and have demonstrable capabilities in the creation and implementation of market leading planning models. With a high degree of technical capability, you will also be an effective manager with the capability to motivate your department to high performance, gain stakeholder buy in and influence senior operational managers within the 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

Apply to this job

Head of Production Management

2008-04-04 10:09:43

Location: South East
Description:

Head of Production Management

My client provides an innovative telecoms solution that is the global market leader and has achieved unprecedented success and growth. This cutting edge technology company has won several major industry business, innovation and technology awards and is all set to be a global phenomenon in the coming years.

We are currently looking for a forward thinking, innovative, but fundamentally process driven Senior Manager to run the Production Management team. This will involve continuous improvement business process improvement as well as overseeing the management of the production lifecycle. Although based in the UK Head Office, your remit will be truly global with rapidly growing service delivery requirements. Your background will be in process improvement with a solid background, either in consultancy or within large-scale corporate operations. Experience of working with and applying Six Sigma or LEAN (or equivalent) methodologies would be both relevant and useful. You will have strong financial awareness as well as considerable operational management experience. Ideally you will have experience of applying business process improvement within a Call Centre or Contact Centre type environment or alternatively, within a (non-manufacturing) production management environment.

If you are looking for a unique challenge with global scope and phenomenal growth predictions in an award winning, fast moving, innovative technology company then apply now!

Apply to this job

Head of Fraud, Fraud Manager, Claims Manager

2008-04-03 12:38:04

Location: Other
URL: http://www.douglas-jackson.com

Description:

Contact Centre Head of Fraud, Fraud Manager, Claims Manager, Yorkshire
Claims & Fraud Manager ( contact centre ) – Salary £40,000 – £50,000 ( dependant upon experience )

This is an exciting opportunity to join an extremely successful business that are enjoying continued growth and occupy a market leading position within their sector.

You will be responsible for the direction of both Claims and Fraud strategies and to develop core processes to ensure effective claims handling within a contact centre environment. You will monitor and evaluate team activity to consistently improve performance and meet business targets, reducing cost and increasing contribution. You will also have an eye for process improvements; to increase efficiencies, mitigate risk and ensure compliance with all relevant regulations.

The ideal candidate will have experience in both claims and fraud management with highly focused customer service skills. You will have the ability to effectively communicate and influence at all levels within the business and have an excellent, current knowledge of relevant insurance and claims handling legislation.

Apply to this job

Head of Fraud, Fraud Manager, Claims Manager

2008-04-03 12:37:00

Location: Other
URL: http://www.douglas-jackson.com

Description:

Contact Centre Head of Fraud, Fraud Manager, Claims Manager, Yorkshire
Claims & Fraud Manager ( contact centre ) – Salary £31,000 – £40,000 ( dependant upon experience )

This is an exciting opportunity to join an extremely successful business that are enjoying continued growth and occupy a market leading position within their sector.

Apply to this job

Head of Contact / Call Centre

2008-04-02 18:20:50

Location: South East
URL: http://www.firstforrecruitment.com

Description:

This is an exciting opportunity for an experienced senior call / contact centre manager. At this time it is not possible to be more specific about the location or client, however, I can inform you that the post holder will be responsible for several hundred heads handling mainly inbound calls from clients plus a small percentage of outbound mainly retention calls. In addition you will be responsible for the training, quality and customer relations functions.

To be considered you must have at least 5 years senior call or contact centre management experience. You will be an excellent leader and motivator highly focussed on delivery of excellent customer service in a dynamic fast moving envirionment. You will set, implement and maintain high standards of service supported by a best practice performance management regime.

Apply to this job