Call Centre Helper Jobs

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

Apply to this job

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

Apply to this job

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

Apply to this job

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

Apply to this job

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.

Apply to this job

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

Apply to this job

Sales Performance Coach

2010-03-16 10:57:10

Location: Greenock
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

Apply to this job

Sales Performance Coach

2010-03-16 10:55:56

Location: Sunderland
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

Apply to this job

Senior Planning Analyst

2010-03-16 10:53:19

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

Description:

Our client is seeking a highly experienced Commercially focused SHORT TERM Senior Planning Analyst to join their large, growing and rapidly changing Financial Services organisation.

The purpose of the role is to lead, shape, build and deliver business planning models within this Financial Services business and provide stakeholders with insight and solutions to pre-empt resource requirements.

With a focus on short term planning (and as a result the candidate must have extensive experience in this area) the successful candidate will have the following key responsibilities:

Demonstrate a thorough understanding of business objectives and drivers to enable development of relevant recommendations.
Responsibility for understanding and maximising the use of technical tools e.g. Access / Total view / Symposium to increase accuracy of planning outputs.
Build and analyse complex technical planning models and deliver clear and relevant insight in a format and content tailored to varying audiences.
Utilise detailed business area product knowledge in conjunction with detailed technical planning knowledge to provide relevant and robust recommendations for business delivery.
Develop and maintain strong working relationships with a range of business partners both internal and external to Planning and Operations to influence decision making.
Develop and support team members and peers in their career development and training.
Through business insight explore new opportunities to shape and deliver timely and accurate, recommendations which anticipate business needs.
Identify potential risks and develop mitigating actions.
Demonstrate an awareness of cost and budgetary restraints, ensuring all recommendations are cost efficient.

The successful candidate will possess the following experience and skills:

Strong analytical and problem solving skills using large volumes of data.
Strong interpersonal skills with the ability to communicate well with the use of both visual and oral presentation skills.
Advanced MS Office skills â€specifically using MS excel to build models and analyse data.
Ability to deliver to deadlines, work well under pressure and prioritise workloads.
Experience of Resource Planning, Operations and Resource Awareness in a multi skilled environment.
Knowledge and understanding of Processing and Telephony centre technology and methodologies.

This is a superb role for a highly experienced and capable individual who wants to join an organisation with a structured career path.

Package:
32k + 20% bonus + bens

Apply to this job

Outbound Sales Manager

2010-03-16 10:48:25

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

Description:

Fantastic opportunity for an experienced Outbound Sales Professional to join this leading Insurance Organisation to support their continued growth & success

This position will be covering maternity for a Fixed Term of 1 year. There is a great deal of potential for this role to progress to a permanent position in the future and the contract must commence in March 2010

Role Profile:

Responsibility for circa 7 Team Leaders & circa 80 – 100 FTE
Agents are responsible for selling a portfolio of Insurance products to B2C consumers. Individuals will be required to lead, manage and motivate this team and have responsibility for their performance against a number of key metrics including sales, customer satisfaction, employee satisfaction, compliance with statutory requirements and operational efficiency.

Essential Skills & Experience:

Experience of managing Team Leaders in an Outbound acquisition role with an in-direct responsibility for circa (100 â€ 150 FTE)
Leadership skills are critically important including the ability to build a focused, collaborative, results-oriented work group
Ability to drive outbound sales volumes from a product perspective whilst balancing this with broader market awareness and an understanding of the need to respond to changes in customer demand
A good business understanding is important and high performing Sales Managers will show a keen interest in their market sector and in how their efforts contribute to the success of the company as well as demonstrating a good understanding of sales management processes
Whilst product/industry knowledge is not essential, an appreciation of regulatory compliance is important
Knowledge of good practice gained in a similar B2C contact centre environment is essential

Package:
45-55K (DOE)+ excellent bens + bonus

Apply to this job