Call Centre Helper Jobs

Head of Contact Centre Technology INTERIM 3m rolling contract

2010-03-10 10:10:36

Location: UK
URL: www.douglas-jackson.com

Description:

Job Ref: DJMA1197a
Job Title: Head of Contact Centre Technology (Head of IT, Head of Online Experience, Head of Service Delivery) 3 month ROLLING CONTRACT
Salary: Â£400-430 per day
Location: North East, South West or South East locations.

An opportunity exists for this blue chip organisation for a Head of Technology to take responsibility for the technology strategy and performance across the present and future customer contact centre operations.

The Head of Technology will be responsible for the technology road-map and performance analysis for service, both future and existing, within the contact centres, identifying issues and opportunities for improvement and being the key liaison point with IT&N and any relevant third parties with whom Service has direct relationships.

In addition, the Head of Technology will be responsible for managing the User Acceptance Testing (UAT) Team. UAT is a key step in most technology-driven projects and is a key milestone to ensure seamless delivery into the contact centres.

As Head of Technology you’ll be a key influencer at Director and VP level within Service and will be expected to make recommendations for ongoing improvements to this level within the team. A major element of strategic influence will be the definition of business requirements that will drive the overall technology roadmap to support service, customer service excellence and budget objectives.
You’ll need to have a detailed understanding of contact centre technology, the various vendors / tools within the market and a robust knowledge of mobile and ISP networks, products and services. You’ll possess well honed facilitation skills and be used to eliciting the opinions and views of others.
To apply for this opportunity please upload your CV and a covering letter detailing your ability to fulfil the requirements of this role.

To be considered for this role, you must be able to demonstrate a detailed understanding of contact centre systems and architectures and the various vendors /tools within the market. A robust knowledge of mobile and ISP networks, products and services. Strong analytical skills and a strong attention to detail.

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.

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

Apply to this job

Senior Contact Centre Manager, inbound sales

2010-03-09 09:41:30

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

Description:

Job Ref: DJLM1020
Job Title: Senior Contact Centre Manager, (Inbound Sales Senior Call Centre Manager)
Job Location: North West
Salary: to £42,0000 Basic + 20 % Bonus, + Bens.
Senior Contact Centre Manager, Call Centre Manager â€ Inbound Sales – North West.
This is an opportunity to join a profitable and expanding business both in the UK and internationally, with a well developed and diverse portfolio of products and offerings for their customer.
The post will take over a developed customer contact operation, with a number of direct manager reports and responsibility for a large FTE department.
This post will come with a large degree of autonomy and budget responsibility. The successful individual will be expected to lead from the front and be aware of all aspects and considerations across the centre, delivering an enhanced operational business unit, through developing continued improvements, across people, processes and sales, up sell, cross sell and making the most from every call.
This post will play a pivotal role in the business and its continued expansion and customer contact delivery.
The ideal candidate will be passionate about people and great sales through service, have a demonstrable track record as a Contact Centre Manager, be used to developing ideas and leading change, driving enhanced performance, people development, business improvements and achieved increase sales results.
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.

Apply to this job

Head of Contact Centre Technology

2010-03-08 14:18:09

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

Description:

Job Ref: DJMA1197
Job Title: Head of Contact Centre Technology (Head of IT, Head of Online Experience, Head of Service Delivery)
Salary: Â£55-65,000 +, bens
Location: North East, South West or South East

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.

Apply to this job

Outbound Sales Manager

2010-03-05 17:58:43

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

Description:

Job Ref: DJMA1196
Job Title: Outbound Sales Manager (Team Manager, Programme Manager Campaign Manager)
Salary: Â£25 – 30,000 + 15% bonus, bens
Location: South East

Outbound Sales Team Manager (Call Centre, Telemarketing Account Manager â€ Team Manager Campaign Manager, Account Manager, Programme Manager, Client Services Manager)

This role is the key individual to the successful delivery of this companies provision of services and client satisfaction. The role is the first line manager for a team of agents and has full responsibility for the day to day activities within the outbound campaigns. In addition as part of the Client Services team, the role will be responsible for the retention and development of clients through the effective delivery of quality campaigns and programmes.

Some of the duties and responsibilities include:

Generating revenue profitably by management of associated costs
Supporting the Client Services management / Account team to deliver programmes
Being accountable for the running of tactical programmes for certain clients
Managing all quality aspects of delivery, in particular data entry
Managing the team / agents aligned with managers and the business requirements
Reporting activity and results against programme objectives clearly and on time
Responsible for identifying and then implementing improvement actions
Manage and support the telemarketing staff to generate quality results, through building up their confidence, motivating them to work and improving their skills
Drive the successful completion of telephone marketing projects from the initial hand-over and brief from the Account Manager through to the final reporting. The programmes are to be carried out on time, to quality and with the achievement of the desired result
Communicate with Senior Management, Client Services Management & clients on matters concerning the successful delivery of the projects and work in partnership with clients towards the common goal of successful project delivery ie; deliver agreed results, within timescale and budget
To conduct regular and timely performance reviews including setting objectives, reviewing progress, identifying training needs and career objectives.
To mentor and develop staff, ensuring training needs are fulfilled including ensuring new employees receive all necessary induction training promptly
To build a motivated, supportive and effective team environment, including ensuring departmental workloads are well-planned and that staff are not overloaded or under-utilised.
To deal promptly with grievance and disciplinary issues, in conjunction with the HR Manager.

Ideally candidates will have a proven track record within Telemarketing, Lead Generation or appointment setting outbound sales environments, good team management skills and the ability to liaise and communicate effectively with client contacts.

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.

Apply to this job

Client Services Director

2010-03-05 17:42:42

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

Description:

Job Ref: DJMA1194
Job Title: Client Services Director â€ Full Services Marketing Agency
Location: Berkshire, South East or Bristol, South West
Salary: Â£50,000 â€ 60,000 basic, car allowance, potential bonus, bens

Due to some recent wins within this innovative and expanding, full service, creative marketing communications agency, this company are now looking to recruit an experienced marketing agency executive as a Client Services Director. The company provide a range of marketing services from strategic planning, brand building, to advertising, digital marketing, direct marketing and design.

Managing a team of Account Directors, Account Manager and Account Executives the company require an experience Marketing Agency professional, ideally from a B2B background. The Client Services Director will be responsible for the strategy, delivery and profitability of the growth and direction of the accounts and the effective deployment and management of their team resource and utilisation of skills and expertise.

Candidates will require a proven track record in the management, strategy and delivery of both clients and teams, excellent communication skills and a thorough understanding of marketing services from an agency environment working with creative and production teams.

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.

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.

Apply to this job

Contact Centre Operations Manager

2010-03-04 18:54:06

Location: Wales
URL: www.douglas-jackson.com

Description:

Job Ref: DJMA1193
Job Title: Contact Centre Operations Manager (Blended)
Salary: Â£30- 40,000, (dep on candidate and level)bonus, bens
Location: South Wales
This is an opportunity for an experienced Contact Centre Operations Manager to joined this award winning, growing services provider, who look to promote a positive and can do culture across their operations.

Managing a number of inbound and outbound teams, who will be looking to deliver a range of projects and campaigns, in line with business and client objectives, this role will require an inspirational leader, with a good commercial focus and the ability to manage both team and client objectives. Campaigns will cover inbound and outbound across sales, service, lead generation and market research.

Carrying overall responsibility for the profitability and delivery of each account and targets, some of the duties and accountabilities will include:

Scheduling and Planning of Projects
Recruitment and Maintenance of operations
Interrogation of data
Ensure training of operators via trainer and life skills coach
Present at initial briefing sessions with client
Monitoring of operations
Close liaison with Systems Manager, in the Building of databases and their maintenance
Ensuring appropriate amendments to the database are inserted throughout campaigns.
The ability to manage Team Leaders.
Must be able to motivate
Must have respect of Team Leaders, operators and administration teams
Must be prepared to take ownership of operator results and performance
Take a proactive approach to self-development
Be aware of and promote the business view and collective responsibility within the business.
Prepare for â€˜Objectives sessions with constructive feedback and ideas
Be prepared to take on new projects as directed by the Account Manager

Candidates will need to have a significant presence, with a confident, motivational leadership approach,. The ability to communicate effectively at all levels across the team, internal and external stakeholders.
Highly Computer literate – must be adept in use of MS Office, particularly Access, Excel, Word and Powerpoint. Must be very familiar with use of the Internet and email. Training for team leadership, motivation and database queries will be provided on the job. A Good knowledge and experience of both inbound and outbound telemarketing across Commercial, Government and Not for profit.

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.

Apply to this job

Scheduling Manager, 12m contract

2010-03-03 14:38:14

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

Description:

Job Ref: DJMA1192
Job Title: Scheduling Manager, 12 month maternity contract
Salary: Â£30- 45,000+ car allowance Â£5460, 30% bonus & benefits
Location: North East or South West
This is an opportunity to join a blue chip business working to achieve a first class service provision. The role is a 12 month maternity contract within the Resource Planning team. Leading a team of Schedulers, the role will be reporting to the Head of Resource Planning. The role will require a senior planning professional and experience manager within a multi channel contact centre environment. Working closely with the operation, leading your team through key deliverables including Shift Design, Peak-Period Planning and ongoing R&R activity. The role requires strategic direction and a high level of knowledge around Planning and Scheduling processes and procedures.

Duties will include:
To build and deliver appropriate shifts and rotations to balance the demands of:
Customers- service level delivery and call demand patterns
Staff- attractive schedules that support work/life balance
Business- cost effectiveness and efficiency

Scheduling Managers focus on the shift design and constraints of specific geographical communities within the broad Unified CS on and offshore â€˜family. Their role is people orientated and equally balanced between staff focus and that of our customers. Scheduling Managers are accountable for interpreting the Operational Plan into Schedules and Rosters for individual CSR staff.

They will be expected to perform their duties across the scope of all lines of business where frontline activity exists (i.e. Mobile, Home, Business and Collections).

The team of schedulers are responsible for the end-to-end scheduling and system maintenance process to ensure all employee records are kept up to date in the Resource Planning Systems.

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.

Apply to this job

Customer Insight Manager

2010-02-24 19:03:33

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

Description:

Job Ref: DJMA1191
Job Title: Customer Insight Manager (Customer Insight Analyst, Performance & Continuous Improvement, Customer Experience, Service Delivery, Business Analysis)
Salary: Â£30- 35,000+ bonus & benefits
Location: North East
This is an essential role and a newly created position within a blue chip, leading business to manage the definition, analysis and dissemination of self service reporting and the identification of fact based improvement opportunities. Ensuring the self service team are having a positive impact on the delivery of an excellent customer service in line with business and service goals.

Some key responsibilities will include:

To lead the definition and design of reporting requirements, including both operational reporting, and also the definition of key success measures across channels as well as channel specific items.
To work with the Reporting & Analysis team to produce the collation of data, and publication of key â€˜dashboards / reports
To take outputs from the Reporting & Analysis team, and all other sources of key information, and analyse performance across channels and processes to identify trends and opportunities for improvements
Publishing of fact based insights to appropriate stakeholders
The role holder will be responsible for identifying the most appropriate way of fulfilling a request for non standard reporting
Supporting channel managers may also be required in the production of insights for business cases
The core of this role is to constantly monitor the performance of all the self service channels, and identify where there are opportunities to improve performance. This will be achieved through:

o Daily Operational Dashboard â€ Ensure the daily self service performance is distributed to key stakeholders and to draw attention to particular points of interest
o Weekly Operational Summary & Commentary â€ Production of weekly performance pack including channel commentaries
o Monthly Leadership packs â€ Production of necessary executive summaries (including complete multi-channel commentaries)

The position will be expected to analyse multiple layers of data from varying sources to constantly ensure that self service is performing to an optimal level. Where an opportunity for improvement is found, there will be a need to interrogate further, or source additional information to further validate the improvement, and to support the recommended resolution.

While primarily focused on self service channels, (web, IVR and device) it is also important to understand the interactions across all channels, including traditional contact centres, therefore an appreciation of a multi-channel service environment is required.

In addition, the role will take operational ownership of the customer satisfaction measurement capability.

Candidates will require strong analytical skills, a commercial awareness and an understanding of performance metrics. Be able to work across teams within Strategy and Planning and the wider Service team, whilst also, working with key stakeholders across the business.

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.

Apply to this job

Customer Contact Channel Manager

2010-02-24 18:44:28

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

Description:

Job Ref: DJMA1190
Job Title: Customer Contact Channel Manager (Performance & Continuous Improvement, Customer Experience, Service Delivery, Business Analysis )
Salary: Â£30-35,000 + bonus & benefits
Location: North East
This is a newly created position within a blue chip, leading business to manage the evolution and continuous improvement of their self service channels to deliver outstanding customer service and improved business performance. Although there is no direct line management with this position, the ability to manage and influence across virtual teams will be required, as will the ability to forge close working relationships across the business.

The position will be required to analyse, interpret, improve and influence the decisions of key stakeholders across the business and become a subject matter expert of their key customer contact channels.

Some key responsibilities will include:

Conducts in-depth continued analysis of existing performance, identifying opportunities for improvement of any of the key strategic levers.
Accountable for business case and value realization plan for projects within their portfolio and validate business case impact of any accepted change requests
Responsible for creating and agreeing customer centric design principles within the business & IT&N and then responsible for ensuring all change adheres to these principles and escalating any non-compliance to the line manager in a timely manner.
Prior to a roadmap item launch, the role holder will input into deployment plans recommending launch criteria and reviewing test exit reports to ensure the change is fit for purpose and will provide the optimal customer experience.
Takes analysis results (from both the Self Service analyst and in-depth investigation they do themselves) and combines these with requirements from other work streams to produce a suitable solution that they champion through the Change Management process. This includes; concept submission, stakeholder buy in, and presentation ideas at relevant governance boards.
Works with key contacts, as well as key suppliers where identified by line management, to research and recommend further business opportunities industry advances may offer.
Works with the Service Design team and provides expert insight to drive re-design of business processes, process mapping, simplify how work gets done, oriented around the customer and ensuring the implications to Operational KPIs, SLAs & procedures are fully understood.

Within this role, the decisions made will have a direct impact on customer experience, customer satisfaction and operational performance. Successful applicants will need to be able to prioritise work effectively, manage expectations, but also look for longer term solutions that may prevent issues in the future, as well as being able to balance and manage conflicting demands

Candidates will need a detailed understanding of the contact centre industry contact technologies, existing and emerging and strive to make the best use of the existing channels and their existing capabilities. They will require an understanding of project management methodologies and process with highly developed business analysis skills.

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.

Apply to this job

Database & Administration Manager

2010-02-24 14:00:59

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

Description:

Job Ref: DJLM0019
Job Title: MI and Database Administration Manager
Job Location: London
Salary to Up to Â£25k

This is a fantastic opportunity to join an exciting not for profit agency and the successful candidate will play a key role in the development of the company. They will report directly to the Head of Data and Administration and be responsible for 3 FTE and managing the data within the call centre and be required to build their own methodologies and procedures.

Responsibilities will include:

Establishing and maintaining methodologies and procedures to best use the call centre system, ensuring that data is used most effectively for the callers.
Working with the call centre manager to ensure that call scheduling is as efficient as it can be
Being the key contact regarding data issues
Importing and exporting data from and to
Loading data onto the system and ensuring the system allows it to be called most effectively
Ensuring all data can be amended and changed as required
Ensuring that all successful contacts are efficiently taken out of the system
Administration and fulfilment after successful calls
All aspects of client reporting, including the writing and production of reports as requested and ensuring that it is process driven, which will reduce work load
Additional data related tasks as required
Person specification: Essential
Advanced MS Access skills
Intermediate HTML scripting/coding
Previous Experience in Data Management including the management of staff
Proven analytical skills

Desired

Conversant in the challenges associated with data flow and usage within a call centre and a proven ability to make best use of data within a dynamic and pressurized call centre environment
A passion for efficiency and a strong desire to further establish us as market leaders in the industry.
You must have initiative, be a flexible team player

For more information, please contact: Lisa@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