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Client Onboarding Team Leader/Team Manager - Lichfield

Douglas JacksonLichfield

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Reference – DJJM1194

Job Title: Client Onboarding Team Leader/Team Manager

Location: London – Greater London – South East

Salary: £35,000 plus bens

Job Type: Permanent

An opportunity for an experienced Client Onboarding Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within Client Onboarding, you will work with the senior

customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Onboarding Agents to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as an Onboarding Team Leader/Team Manager, working with a team of Onboarding advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Dec 10, 2018

Resource Planning Analyst - Change Projects - Lichfield

Douglas JacksonLichfield

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Job Ref: DJAD1074

Job Title: Resource Planning Analyst - Change Projects

Location Warrington

Salary: £33,000

Employment Type: Permanent

A household brand is looking for a talented Change Planning Analyst to join the team based within the contact centre environment.

You will be responsible for supporting project-based contact centre change plans, what-if analysis, budget rounds, and any other ad-hoc planning/analysis work required.

Responsibilities include:

Executing the demand assessment across the business, ensuring the delivery of medium work load projections, resource gap and recruitment.
Support with the standardisation the impact assessment process across all brands
Maintain a high-level view of all project deliverables making recommendations for any changes to deadlines based on other projects in flight
Build solid relationships with the Change and CI teams to ensure that impacts assessment and benefits realisation discussions are productive.
Ensure a robust handover process to the Business Planning team for any BAU handover of projects.
Develop strong relationships with all marketing teams across all brands to ensure that all marketing activities are impact assessed and reviewed with the marketing team for future campaigns.

If you are interested to apply you will be:

Numerate and analytical, developed a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations.
Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures.
Experience of building, presenting, and defending multi-million-pound budgets is essential
Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics.
Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Dec 10, 2018

Territory Manager - Lichfield

Douglas JacksonLichfield

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Ref: DJRL1039

Role: Territory Manager

Location: South Yorkshire, Yorkshire

Salary: Up to £34,000 + benefits

Job Type: Permanent

This is a great opportunity for a junior Territory Manager to join a premier global organisation. This international leading company are looking for someone in the early part of their career to join and grow with them. This is an outstanding opportunity to progress from a junior / trainee Territory Manager to a Territory Manager with key accounts within 12 months. You will be given hands on learning and will shadow a Senior Territory Manager for the first 9 months.

You will be graduate with ideally 1-2 years sales experience. The ideal Territory Manager will be adventurous and mobile with the flexibility to relocate when needed. You will have a track record of setting your own goals and then meeting or beating them. You will thrive on relationships and have a natural curiosity about everyone you meet.

The ideal candidate will be -

Highly professional and well organised and have excellent communication skills.
A self starter
Excellent at building relationships
A minimum of 12 months sales experience

In return you will receive a competitive salary, paid overtime & comprehensive benefits. You will receive ongoing sales training and professional development. You will be put on a tuition reimbursement program.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Dec 10, 2018

Client Services Clerk - Renton

ConvergentRenton

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Description

Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMBERS for a challenging, intense and ever-evolving career in the collections arena. This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

Position Summary:
Responsible for processing all incoming and outgoing mail, scanning and filing in a timely manner as well as distributing interoffice mail and answering reception phones.

Duties, Responsibilities, and Expectations:

Processing the incoming mail and outgoing mail.
Properly noting and distributing consumer letters.
Process automated consumer dispute verifications.
Properly noting and responding to consumer emails received through website.
Answering reception lines, including routing consumers or client phone calls to the proper employees.
Scanning and distributing all incoming correspondence in a timely manner.

Qualifications:

Education & Experience:
High School diploma or equivalent is preferred.

Knowledge & Skills:
Ability to work well with others as wells as independently.
Previous experience with data entry is preferred.
Good written and verbal communication skills
Ability to type 45 wpm

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen.

Source: http://jobs.jobvite.com/convergent/job/ogr08fwz

Dec 9, 2018

Business Analyst Team Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1239

Job Title: Business Analyst Team Manager

Location Central London

Salary: £52,000

Employment Type: Permanent

The Business Analyst Team Manager will be responsible for leading a small team of Business Analysts to deliver quality detailed requirements, definitions and associated BA documentation on projects. In addition, this role will analyse people, process impacts and contribute to change impact assessments and change plans

Some of the Responsibilities include:

Work in a cross-cutting role to ensure all change impacts are taken into account in the design of solutions and transformation plans.
Lead on the utilisation of business analysis to capture and assess changes in terms of people, process and technology and contribute in the creation of change and transformation plans.
Provide effective line/matrix management and coaching to a team of Business Analysts.
Schedule activities and estimate resourcing demands, to agree timescales on activities BA’s are assigned to in conjunction with PMO and Project Managers.
Manage the internal Comprehensive Change process, ensuring the Groups release quality gates are adhered to within the team.
Support the further development of our Business Analysis Centre of Excellent and BA Practice.
Be an active and influential member of the Business Change leadership team, highlighting and suggesting areas for improvement.

If you are interested to apply:

Business Analyst experience on both change and IT projects
People leadership skills
Experience of building and managing stakeholder relationships at all levels
Excellent presentation and communication skills
Full end to end project experience

Dec 7, 2018

Management Information Analyst / MI Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1237

Job Title: Management Information Analyst / MI Analyst

Location Central London

Salary: £32,000

Employment Type: Permanent

My Client is looking for an experienced MI Analyst to provide meaningful insight for their customer operations teams'. You will be responsible for the development of reports and providing meaningful insight to operational teams to ensure the best decisions are made.

Some of the Responsibilities include:

Experience of building reporting suites within an operational business.
Develop reports in line with business requirements.
Delivery of all reporting activities to agreed timescales and quality.
Contribute to enhancing existing reports to increase efficiency and effectiveness.
Help to build analytical capability within the team.
Produce analysis and make recommendations to management.
Provide meaningful insight to operations teams.
Work with other business areas through data gathering and analysis.
Share MI best practice across all contacts.
Provide guidance on all MI related matters.

If you are interested to apply:

Highly numerate and IT literate, with a genuine passion for data.
Strong Excel skills.
Excellent written and verbal communication skills.
Strong attention to detail.
Analytical experience essential.
Experience in using SAS and SQL to extract data and build reports.
Zendesk experience or similar Contact Management system experience is desirable.
Complex problem-solving skills.
Strong ability to extract, manipulate and present data into reports.
Ability to interpret data and make recommendations to management.

Dec 7, 2018

Resource Planning Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1238

Job Title: Resource Planning Manager

Location Leeds, Yorkshire

Salary: £34,700

Employment Type: Permanent

My client is looking for a Resource Planning Manager to manage the End to end Planning process for their contact centre. You will take ownership of the strategy, development and long-term success of the resource planning function which consists of carrying out tasks such as planning the effective utilisation of the workforce, forecasting, scheduling and real-time on multi-channels i.e. Voice, Email, Online Contact, Live Chat, SMS.

The role holder will also have responsibility for the production and delivery of management information. Being able to deliver actionable insights so the department can continually improve. This role is an excellent opportunity for someone who is looking to take a step up into a management role within a Planning capability.

Some of the Responsibilities include:

Provide accurate forecasting of both multi-channel workloads and resource requirements
Accurately planning and communication of all shift patterns for customer service resource
Provide recommendations and solutions for ongoing improvements to workforce overall shift pattern structure
Provide accurate forecasting for recruitment requirements in relation to numbers, timing and shift patterns
Planning and managing resources to effectively meet the needs of the business
Provide accurate and timely business and performance reports for both internal and external customers
Communicate information effectively and in a timely manner to all areas and levels within the business
Preparation of daily, weekly and monthly reports and analysis comparing actual performance to the forecast and providing recommendations to improve accuracy of future forecasts
Work closely with the Operations Manager and Team Leaders to ensure appropriate staffing levels are met and identify ‘what if’ planning and analysis opportunities to drive operational efficiencies
Ensure shrinkage measures are kept up to date and real time in conjunction with Team Leader
Research and develop new performance monitoring and analytical techniques
Management of leave requests and allowances ensuring service levels are met

If you are interested to apply:

Strong experience in fast paced Contact Centre environment delivering effective resource planning
An in-depth understanding of manual forecasting methods and formulas.
Strong communication, collaboration and influencing skills to work at all levels
Good level of skill with all Microsoft packages with Advanced level skills in Excel

Dec 7, 2018

Director of Patient Contact Center - Denver

Denver HealthDenver

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Job Summary

The Director of Patient Contact Center is responsible for Denver Health’s Centralized Patient Contact Center comprised of Denver Health’s Appointment Center, NurseLine, hospital operator services and others. The contact center provides seamless access to all patients regarding activities that occur before a patient visit by integrating all patient telephone and electronic access to Denver Health. The Director will direct business functions of contact center departments; budget development and management, business/services development, strategic planning and provide overall management direction. This position manages strategic operations ensuring appropriate use of technology, metric reporting processes and standard operating procedures to support maximum productivity, service quality, contract compliance, client satisfaction and business growth. Analyzes business needs of internal and external customers with the goal of identifying operational deficiencies and developing solutions. The ability to influence across multidisciplinary teams is important to expand the current scope of the contact center. The Director will establish collaborative and productive partnerships with Ambulatory Care Services, Patient Experience, Medical & Surgical Subspecialty Clinics, and the Denver Health Medical Plan.

Minimum Qualifications

Education 1. Bachelor’s degree required. Concentration in Business Administration, Health Administration, or related field preferred. 2. Master’s degree preferred. Experience 1. Eight years’ experience overseeing business development, marketing/communications, personnel and operations required. 2. Five years’ experience managing call center operations required. 3. Experience working in a healthcare organization required. 4. Demonstrated experience in the implementation of large and complex contact center programs, infrastructure support services (e.g. Workforce Management, Quality Assurance, and Training), the establishment of metrics and budget management is critical. 5. Lean/Six Sigma experience preferred. Knowledge, Skills and Abilities 1. Ability to understand the drivers that impact performance and quality. 2. Skill in business acumen, strategic planning, organization assessment. 3. Highly developed leadership and interpersonal skills. 4. Skill in resource utilization, policy development, quality assurance, and an in-depth understanding of industry best practices in providing easy access to both patients and stakeholders for scheduling appointments for clinics. 5. Knowledge of hospital clinical services, ambulatory/outpatient/clinic, ancillary services and support services. 6. Strong analytical skills and ability to stay flexible with changing priorities. 7. Excellent interpersonal and communication skills. 8. Ability to work collegially and collaboratively across all levels of a matrix organization.

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver’s 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation.

As Colorado’s primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year.

Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

“Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.”

Dec 6, 2018

Contact Centre Manager (6 Month Contract) - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1192

Job Title: Contact Centre Manager (6 Month Contract)

Job Location: London

Salary: Up to £55,000+ bens

Job Type: Contract – 6 months

Reporting to the Head of B2B, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:

To ensure a first-class customer experience in all interactions
Performance management of team members, including driving a coaching culture and planning training programmes
Driving engagement and loyalty of employees, through development of reward schemes and recognition
To consistently review people and process to deliver operational efficiencies and customer excellence
Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Dec 5, 2018

Head of Customer Service - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1782
Job Title: Head of Customer Service

Location: South East (Buckinghamshire/Bedfordshire/Northamptonshire)

Salary: to £50- 60k plus bens.

Job type: Permanent IMMEDIATE START AVAILABLE

This is a newly created position for a business that has gone through significant change in the last 12 months and has a new team of Team Managers.

Working closely with key business stakeholders, the Head of Customer Service will champion a culture of outstanding service through ownership and proactivity and promoting first contact resolution taking full responsibility for the Customer Experience Centre ensuring that the overall customer experience and quality assurance is maintained across all teams.

This quality led, regulated business, which serves both a B2B and B2C market in a service led environment, requires a hands-on, strategically focused, data minded leader of people who will be able to develop better performance and service delivery, building a highly motivated and engaged team.

The role will be highly visible and work at board level and across the business in terms of presenting for and delivering change based on feedback, insight and identifying possible issues across the supply chain and bringing to life the voice of the customer/client.

The Head of Customer Service will lead a team of Team Managers in this mid-sized contact centre.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

If you are interested in applying for this position, you will need prove experience managing a contact centre, strategy, change and performance uplifts in service led environment. Experience within a B2B, Logistics, Pharmaceutical and or Supply Chain environment would be a distinct advantage.

A can-do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Dec 5, 2018

Senior Project Manager – Project Manager - Customer Project Manager (18 Month Fixed Term) - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1193

Job Title: Senior Project Manager – Project Manager - Customer Project Manager (18 Month Fixed Term)

Location: Birmingham – Midlands

Salary: £45,000 plus bens

Job Type: Temporary

An opportunity for an experienced Project Manager to take responsibility for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a wider change and transformation project.

The Senior Project Manager will be able to bring passion, rigor and the ability to develop a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Senior Project Manager within the customer service department, you will work with the heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take full ownership and responsibility for the overall running of the change and transformation project, coaching and developing skills within the existing team to deliver a positive, engaging and efficient programme. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:

Manage cross-functional change and transformation project
Hands on management with active participation to help accelerate projects
Establish and define project plans
Identify all technical and project issues then develop procedures to track performance against objectives to make corrections where necessary.

Required attributes:

Excellent relationship building skills and credible in front of stakeholders at all levels
Effectively and clearly communicate at all levels in any given scenario
Understanding of contact centre technologies and processes
Experience of analysing large scale data
Prince2 qualified

If you are interested in applying for this position, you will need a proven track record as a Project Manager, having experience of managing to deadline and budget to develop an improved customer service offering. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Dec 5, 2018

Product Marketing Manager - Santa Monica

CallFireSanta Monica

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The Product Marketing Manager owns the go-to-market and launch activities for EZ Texting�s products. You will define and drive product positioning and messaging, create compelling content and sales enablement tools. This role is cross-functional, requiring regular communication with EZ Texting�s product management, sales leadership, and other staff members. Candidates must be team-oriented and have a �can do� attitude and be comfortable working in a fast paced, cross-functional team environment. You will work out of the Santa Monica, CA headquarters office.

Key Responsibilities

Produce externally facing content such as customer stories, webinars, datasheets, feature briefs, white papers, web updates, and more
Create compelling and easy to understand internally facing content including playbooks, sales training, competitive positioning, FAQs, pricing guides, and cheat sheets accompanied by strong value proposition, selling techniques, enablement and ensure success by tracking and measuring impact to KPIs.
Optimize the offer strategy for the market(s) including positioning, messaging and packaging of plays to drive sales and customer satisfaction
Lead specific product and service launch activities for the market.
Monitor and report out on the impact of sales plays across the different segments. Get feedback early and often from the sales team and iterate and evolve plays as needed and build funnel for future plays.
Be the expert on small businesses, how they evaluate, buy and use text messaging solutions; be the expert on the competition and how to beat them;
Forge strong relationships to help drive to the key objectives � reduce attrition, increase customer satisfaction and increase productivity.

Requirements

B.A. or B.S. in business, marketing or related degree.
3+ years in Product Marketing
Strong experience in developing simple, business -oriented messaging and positioning
Self-motivated individual capable of working in a fast-paced, dynamic environment
Previous background in B2B or B2C marketing preferred, ideally with exposure to both small and medium size businesses
Proficiency in Microsoft Word, PowerPoint, Excel, and Web Analytics

Job Specific Knowledge & Skills:

Ability to think strategically and analytically, using data to support your recommendations
Action oriented with the ability to prioritize workload and deliver on tight deadlines
A customer-centric view with a passion for gaining customer insights and translating insights into strategies and execution
Strong interpersonal skills to motivate and drive others without direct authority over them
Strong relationship-building skills with the sales, support, marketing, client success, product management and other key stakeholders
Excellent writing, presentation and communication skills
Present ideas and information in influential and compelling ways
Ability to manage multiple projects simultaneously and respond to challenging situations

Benefits

Fully paid medical, vision, dental and life insurance
401(k) Plan
Paid vacation
Unlimited sick leave
Fully stocked kitchens
And many more additional perks�

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=926303&&&nohd#job

Dec 5, 2018

Contact Centre Manager / Team Manager - Lichfield

Douglas JacksonLichfield

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Ref: DJKG1259

Job Title: Contact Centre Manager / Team Manager

Location: Coventry/Nuneaton/ Tamworth

Salary/OTE: £35k

Employment Type: Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager or Team Manager to work for a retail company.

This is an established company and a sales and service role within their contact centre. You will report into the Operations Manager and have Team Leaders that will report directly to you.

The main remit of this role is to support the Operations Manager and ensure the highest level of service against agreed KPI’s aiming to meet and exceed customer expectations.

As the Contact Centre Manager / Team Manager some of your responsibility will be to:

Manage the customer service and sales team leaders
Act as first line escalation on customer issues and complaints
Manage the activities of the team ensuring policies and procedures are followed
Inspire, motivate and develop the team

If you are interested in applying for this position, you will need to be an established Contact Centre Manager or Team Manager who is managing a sales and service team. Previous experience in retail or the online industry is an advantage for this fast-paced environment.

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Dec 4, 2018

Customer Relations Manager – Complaints Manager – Customer Resolutions Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1191

Job Title: Customer Relations Manager – Complaints Manager – Customer Resolutions Manager

Location: London – Greater London – South East

Salary: £35,000-40,000 plus bens

Job Type: Permanent

An opportunity for an experienced Customer Resolutions Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer resolution operation.

The Complaints Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Complaints Manager, you will work with the customer experience manager to better understand the root cause of complaints and identify pre-emptive solutions to fix the process and develop best practice, driving a positive and efficient complaints process.

You will take full ownership and responsibility for the end to end process of escalated complaints and be the key contact with the regulator, resolving and complying with the regulated guidelines, you will suggest improvements within processes, dealing with escalated complaints nurturing, coaching and developing a skill for colleagues on how best to deal with complaints prior to escalation to reduce the level of escalated complaints.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:

Full ownership of the end to end process of escalated complaints
Review and enhance polices and procedures within the complaints department
Positively influence and contribute to the team culture
Provide exceptional customer service via phone, email, live chat and social media
Work closely with customer experience to review root cause analysis and suggest improvements
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Complaints Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Dec 4, 2018

Team Leader - Lichfield

Douglas JacksonLichfield

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Job Ref: DJKG1260

Job Title: Team Leader

Location: Coventry/Nuneaton/ Tamworth

Salary/OTE: up to £22k

Employment Type: Permanent

This is a fantastic opportunity for an experienced Team Leader or Contact Centre Supervisor.

This is an opportunity to join an established company in a sales and service role within their contact centre. You will report into the Contact Centre Manager and have agents that report directly into you.

The main remit of this role is to support the Contact Centre Manager and ensure the highest level of service against agreed KPI’s aiming to meet and exceed customer expectations.

As the Team Leader/Contact Centre supervisor, some of your responsibility will be to:

Lead and motivate the customer service agents
Ensure that productivity of each person meets the required standards
Work closely with the Team Manager
Inspire, motivate and develop the tea

If you are interested in applying for this position, you will need to be an established Contact Centre Supervisor or Team Leader who is managing a sales and service team. Previous experience in retail or the online industry is an advantage for this fast-paced environment.

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Dec 4, 2018

SR UX/UI Designer - Santa Monica

CallFireSanta Monica

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EZ Texting has an immediate opening on our UX Design Team. If you consider yourself a go-getter, thrive in a fast-paced entrepreneurial environment and going the extra mile is the norm not the exception, you�ll fit right in.

About EZ Texting

EZ Texting provides small and local businesses who are time and resource constrained, a platform to communicate with their customers. We have over 200,000 customers ranging from political groups to nonprofits, small businesses, educational institutions, government agencies, national companies and marketers. We have the heart of a startup, are stable, well-funded, and growing incredibly fast!

Our office environment is highly collaborative, innovative, passionate and fun. You will grow here -- we value continuing education and professional growth. We often have a dog or two running around the office, so we hope you like animals. Also, we really like food - so we buy lunch for the office regularly, and have coffee, snacks and drinks all over the place.

Check out more about our team here: https://www.eztexting.com/about-us

Your Responsibilities

Create world-class responsive user interfaces and visual designs from concept to execution for desktop solutions and mobile applications.
Handles multiple projects in parallel, executes work efforts in an agile manner in support of business plans, organizational plans, and brand strategy.
Participates in and facilitates UX design workshops with stakeholders
Builds high-fidelity interactive prototypes.
Familiarity conducting concept testing/usability testing and results analysis.
Support Product & UX Leads, engineers, executives, etc. to develop compelling user experiences from beginning to end.
Translate interaction wireframes into visual designs that are visually engaging, simple and intuitive.
Convey visual design ideas in tangible forms like concepts, annotated comps and cut assets.
Supports efforts for building out UX pattern library, style guide, and visual design guidelines.
Participates in developing visual design languages and systems including layouts, grids, illustrations, iconography, UI elements and other visual components.
Supports to build design knowledge by participating in divisional activities through interactions with outside technical or design organizations.
Apply visual language to the design of web interfaces and mobile applications for variety of devices with different screen sizes, aspect ratios and pixel densities.
Willingness to be fearless about driving innovative ideas and finding powerful ways to communicate them.

Qualifications

3 years professional UX experience.
You are self-motivated and passionate about solving complex problems.
You have excellent verbal and written communication skills. You can defend your design decisions using best practice and UCD principles in your rational.
You have experience with rapid or agile development.
You have solid experience in responsive design and pattern library development.
You have a strong portfolio featuring examples of visual and interaction design work.

Benefits

Fully paid medical, vision, and dental insurance
401(k) Plan
Paid vacation
Unlimited sick leave
General awesomeness

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=925362&&&nohd#job

Dec 4, 2018

Customer Service Manager – Contact Centre Manager – Call Centre Manager – Remote Customer Service Ma - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1181

Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager – Remote Customer Service Manager (Home Based) (Overnight)

Location: London – Greater London – South East

Salary: £40-50,000 plus bens

Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Manager within the overnight team, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:

Forecasting, daily planning and delivering great people leadership.
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Nov 30, 2018

Team Leader/Team Manager Customer Service - Lichfield

Douglas JacksonLichfield

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Reference – DJJM1190

Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business

As the Team Leader/Team Manager within customer service, you will work with the senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Team Leader/Team Manager, working with a team of customer service advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Nov 30, 2018

Progress Developer - Software Engineer -

Echo Managed Services

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India

Closing date March 30th 2019

Salary Dependent upon experience
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N/A Hours

4.0 Positions Available

Company Profile

Echo is a utilities market specialist and the developer of the UK’s market leading water customer care and billing system Software called RapidXtra. Headquarter in Walsall, England (UK) and established more than 30 years ago. Partnering 35 UK utility companies, Echo also provides outsourced multichannel customer contact centre services and comprehensive debt recovery solutions. Provide end to end IT solutions to clients globally. We have more than 1000 employees globally.

The IT operations of the group have been certified with ISO9001:2015 & ISO27001.

100% UK based company in India started software services in the year 2008. Development centres in Walsall & Noida (Delhi/NCR). The technical team of more than 100 professionals in NOIDA support all line of business across technology and operations.

Click on this link to find out more about RapidXtra and our team: https://www.echo-ms.com/india

Job Description

Delivering the right customer experiences on behalf of our clients starts with our fantastic people who are our greatest asset. As a Developer, you will participate with across team in product development sessions with business owners, business analysts and team members to analyse business requirements and proposed solutions. You will also adhere to IT Control Policies throughout design, development and testing. You will translate technical requirements into programmed application code and develop/enhance software application modules. You will participate in code reviews and ensure that all solutions are align to architectural guidelines, identify/troubleshoot application related issues, and review and provide feedback to any required documentation.

If you’d love to become one of the team, here we are looking for progress developers from various range of experience. Exposure to Analysis, Design, Development and Unit Testing phases of projects.

The ideal candidate qualifications, skills and experience is:

Strong Progress 4GL experience with ADM, Webspeed, HTML, JavaScript & OpenEdge
Additional skills in Roundtable, Savvion & Cor-Vu is desirable
Utilities sector experience would be an advantage.
Candidates must have valid passport and willing to travel at short-notices.
Excellent written and verbal English communication skills are essential.
Working knowledge of software development methodologies
Have an open attitude towards sharing ideas and knowledge.
A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through.
Excellent prioritisation and time management.
The ability to present and absorb complex ideas quickly and accurately.
An ability to balance multiple time-critical tasks at the same time
The ability to motivate and influence others.

Education:

Essentially: B.Tech/B.E. - Any Specialization & Desirable: PG - M.Tech / M.C.A.- Any Specialization.

Additionally, According to the passion and performance you can get the chance to work in Salesforce, Java, Paas, Cloud computing and many more technologies currently various technology teams are working in other divisions and products.

To apply please send your CV to IWantToWork@Echo-MS.com prior to the advert closing date.

Source: https://www.echo-ms.com/careers/progress-developer-software-engineer

Nov 29, 2018

Business Planning Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1232

Job Title: Business Planning Manager

Location: Sheffield / South Yorkshire

Salary: Up to £42,000 Plus Benefits

Employment Type: Permanent

As Business Planning Manager you will manage and develop a team of Planning specialists to deliver resource models and business plans which ensure resource requirements are accurately forecasted and service levels are achieved.

Some of the Responsibilities include:

Manage, motivate and develop a team of planning specialists, maximising capability within the team through strengthening their ability to deliver excellent results.
Formulate actual and future resource requirements to support business decisions around training and recruitment
Own the forecasting process for the accounts within remit in line with contractual requirements/agreed client governance. Implement most effective methodology to drive forecast accuracy.
Analyse client information, such as long term forecasts and multichannel strategies to improve the efficiency of their business through better utilisation of their resources.

If you are interested to apply:

Knowledge of planning theories and forecasting methods
High level understanding of how Call Centre operations work
Knowledge of Call Centre switches/network level routing /skill based routing
Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
Knowledge of commercial mechanisms used in outsourcing
Experience of planning space/seating requirements
Experience working with/leading off-shore teams
Excellent Excel knowledge
Excellent communication and influencing skills
Experience of large scale, multiple client/dimension resource planning
People management experience
Strong analytical skills
Ability to propose creative solutions rather than tried and tested methods
Excellent presentation skills

Nov 29, 2018

Continuous Improvement Manager – Process Improvement Manager - Customer Journey Manager – Roadmap Ma - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1180

Job Title: Continuous Improvement Manager – Process Improvement Manager - Customer Journey Manager – Roadmap Manager

Location: Slough – Maidenhead – Reading – High Wycombe – Basingstoke - Berkshire – South East

Salary: £50,000 to £65,000 plus bonus and bens

Job Type: Permanent

An opportunity for an experienced Customer Experience Manager – Customer Journey Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Customer Experience Manager – Customer Journey Manager within customer service, you will work with the senior customer management team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

Champion the design and implementation of the customer journey over every customer channel.
To build and maintain solid long-term relationships with internal stakeholders
To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Experience Manager – Customer Journey Manager, working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Nov 29, 2018

Real-Time Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1233

Job Title: Real-Time Manager

Location North East

Salary: £35,000

Employment Type: Permanent

As Real-Time Manager you will ensure the delivery of exceptional levels of planning, deploying appropriate resource to meet business needs, leading to the consistent achievement of service level requirements. Managing & motivating a team of Real-Time Planning specialists, where applicable.

Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at an optimum level. Interacting and influencing key stakeholders is a necessity at all levels, including Senior Management and Support Teams.

Some of the Responsibilities include:

To lead and develop a team of Real-Time Analyst, producing exceptional levels of resource optimisation and workload management.
Complete regular performance and wellbeing reviews with individual team members
Drive operational performance & efficiency
Drive Intraday/real-time issue resolution and planning
Identify & react to opportunities for continuous improvement
Review, analyse, and present on various elements of planning & performance
Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
Create, develop, and deliver analysis to a wide range of stakeholders.
Ensure findings from real time analysis are fed through to the end to end planning process.
Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.

If you are interested to apply:

Previous experience in a planning
WFM systems
MS Excel
Good knowledge of workforce management processes and principles
Strong numerical background
Ability to build relationships and networks at all levels
Good understanding of call centre type statistics and systems

Nov 29, 2018

Resource Planning Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1236

Job Title: Resource Planning Analyst

Location: Stockport, Manchester

Salary: Up to £24,000 Plus Benefits

Employment Type: Permanent

My Client is looking for an experienced Resource Planning Specialist who will form part of the team and be responsible for the optimisation of the customer contact strategy. You must have an excellent understanding of inbound / outbound / back office forecasting and planning techniques & technologies. You should also be able to demonstrate how successful deployment can deliver excellent customer experience and operational efficiency.

Some of the Responsibilities include:

Support the design & development of standard planning models to support various business areas in delivery of performance targets. (Forecast models, Capacity Plans, Recruitment Plans, and Planning Packs etc.)
To capture and understand the needs of internal / external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight Reporting.
Create accurate analytical and predictive models and effectively present them in readable format using visualisation methods.
Work with MI to create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge and insight.
Creation and accountability of monthly, weekly, daily and interval level forecasting for all Front & Back Office Departments, ensuring variances are within tolerance.
Maximise the use of workforce management tool to ensure that effective resource plans are developed.

If you are interested to apply:

Experience of Contact Centre Planning & Forecasting
Must have experience of workforce management systems
ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring,
Excellent written and verbal communication skills
Advanced excel skill
Ability to translate complex data into management information

Nov 29, 2018

Director of Advanced Analytics - Santa Monica

CallFireSanta Monica

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About us:

A Santa Monica-based tech startup, EZ Texting's voice and text marketing platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique work-space that the Los Angeles Business Journal has named one of the Top 100 places to work in LA - for the last four years running. Come find out why.

Overall responsibilities:

As a Director of Business Analytics, you will work closely with the company executives to generate actionable business insights. You must have expertise in end-to-end data analytics processes from ETL to business analysis, executive level presentations, and managing a team.

You will have a deep understanding of SaaS customer analytics such as Lifetime Value, Churn, Segmentation, etc with a background in a quantitative or technical field, and will have experience working with large datasets. You are focused on results, are a self-starter, and have demonstrated success in using analytics to drive the understanding, growth, and success of a business.

We are located in Santa Monica right off the Third Street Promenade.

Requirements

:

Strategic ability

: Able to craft a compelling vision, and then carry it out in a well-developed strategy.
Develop actionable business insights gathered from effective analytical/problem-solving.
Crisp communication skills, including presenting information effectively to management and executives
Develop a game plan for optimizing the BI platform by determining how best to use existing data analytics, architecture, and technology, and where to make improvements.
Establish best practices for BI, data warehousing, and data governance.
Leadership capabilities and experience: coaching a team on the pros and cons of different types of analytics, data modeling, and providing mentorship on extrapolating and examining insights from large data sets. Provide thought leadership to partners and stakeholders in determining which BI solutions will enable the enterprise to achieve defined business goals. Able to influence the organization and partners, and to push back where necessary.

Responsibilities:

Apply your expertise in quantitative analysis, data mining, and the presentation of client data to see beyond the numbers and understand how our business users interact with both our products.
Partner with Product, Sales, Finance and the exec team to solve problems at scale and identify trends and opportunities for the company

Must have expertise in the following analysis areas:

Business / Performance Forecasting
Designing and evaluating experiments
Identifying new levers to help move key metrics
Monitoring key product metrics
Evaluating and defining metrics
Understanding root causes of changes in metrics
Building and analyzing dashboards and reports
Building key data sets to empower operational and exploratory analysis
Understanding ecosystems, user behaviors, and long-term trends
Building models of user behaviors for analysis or to power production systems
Influencing product teams through presentation of data-based recommendations
Communicating state of business, experiment results, etc to product teams
Spreading best practices to analytics and product teams

Required Skills:

3+ years experience doing quantitative analysis at a top-tier tech company
Deep understanding of customer analytics
BA/BS in Computer Science, Math, Physics, Engineering, Statistics or other technical fields from top-tier institution (Graduate degrees preferred)
Experience in SQL
Development experience in Python or R
Ability to communicate the results of analyses with product and leadership teams
Understanding of statistics (e.g., hypothesis testing, regressions)
Experience manipulating data sets through statistical software or other methods
Experience with distributed computing Spark/Hadoop
Experience with Amazon Redshift and Athena is a plus

Benefits:

Competitive salary and equity package
Fully paid medical benefits (medical, dental and vision) for self and 50% for families.
Help grow a venture backed tech company
Paid time off
Unlimited sick leave
401k Retirement Savings Plan
Free snacks and drinks
Professional Development
Performance Bonuses
And many more perks...

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=913630&&&nohd#job

Nov 29, 2018

Inside Sales Specialist - Austin

CallFireAustin

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About us:

EZ Texting's text marketing platform is revolutionizing how small and medium sized businesses communicate. We are expanding rapidly and currently in need of 5 Inside Sales Specialists. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in Austin, TX we've created a unique workplace. We've been named one of the Top 100 places to work - for the last four years running. Come find out why!

Overall responsibility

The Sales Specialist will provide personalized education for incoming warm signups, and move them through the sales funnel. In this role the candidate will help demonstrate the value of EZ Texting's products to our clients, over phone, chat, and other channels. Candidates will be responsible for providing an amazing client experience, delivering prompt and accurate technical support, and ensuring client satisfaction on a daily basis. The ideal candidate has excellent communication skills, a great attitude, strong technical aptitude, patience, curiosity and the ability to work in a dynamic, fast-paced and fun environment.

Responsibilities

Customer Education:

Provide personalized education that aligns with our company, directly impacting and improving the customers communication and engagement efforts. Develop and maintain deep expertise of all EZ Texting's branded products. Help customers plan and understand the best way to utilize our products based on the customer�s business needs or business plans.
Use a customer-focused, value oriented sales approach to educate customers on EZ Texting's value proposition

Solution Oriented:

Think independently and critically, to build proven value faster for both the customer and EZ Texting.

Process Improvement:

Responsible for creating policies and procedures that optimize the customer experience and conversion rates.
Effectively manage and execute a sales pipeline, from top of funnel all the way to close.

Attitude:

Challenge yourself, your teammates, and your leaders to continually improve our team�s performance.
Never happy with "good enough"
Have a passion for providing value and generating revenue

Adaptability:

Adapt constantly to a rapidly changing environment, we're growing fast and we expect you to be able to keep up.

Results:

Take ownership of your results by exceeding the monthly goals and new revenue metrics. Successful track record in meeting and exceeding goals in prior roles (preferably in inbound/outbound sales, or in a revenue focused performance role).

Required Skills

Strong quantitative and qualitative analytical abilities
Understand how to interact and navigate web-based software
Excellent oral and written communication skills
Ability to handle multiple customer requests at once
Superior typing and phone skills
Ability to perform administrative functions
Strong organizational skills
Excellent system skills including Excel

Benefits

Commission (based on performance), profit sharing, and other performance based incentives
Fully paid medical benefits (medical, vision, dental and life insurance)
Healthy commission plan
401(k) Plan
Paid vacation
And many more additional perks�

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=920613&&&nohd#job

Nov 28, 2018

Client Onboarding Consultant - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1187

Job Title: Client Onboarding Consultant

Location: London – Greater London – South East

Salary: £35,000 – 38,000 plus bens

Job Type: Permanent

An opportunity for an experienced Client Onboarding consultant to take responsibility for the end to end process, looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Consultant will be responsible for Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, reviewing and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Client Onboarding Consultant, you will work within the B2B part of the business working closely with SME businesses as well as heads of department and other senior customer management team to identify and develop best practice.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:

Risk assessment of new applications, taking and uncovering information and documentation
Conducting Due diligence using methods and practise such as CIFAS and SIRA.
Positively influence and contribute to the team culture along with sharing best practice
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalated issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding, you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Nov 27, 2018

Contact Centre Collections Advisor –Collections Agent – Collections Specialist – Collections Adviso - Lichfield

Douglas JacksonLichfield

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Job Reference – DJJM1186

Job Title – Contact Centre Collections Advisor – Collections Agent – Collections Specialist – Collections Advisor

Location – London – South East

Salary – £25k – £28k

Job Type: Permanent

An opportunity for an experienced Collections Team Member – Contact Centre Collections Advisor to take responsibility for the collections and credit control for customers who have missed a payment date, it is multi-channel, digitally aligned operation within a rapidly growing organisation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As a collections team member, you will work with the collections team manager to identify venerable customers and work with customers to resolve outstanding debt and resolve any outstanding payments. This is a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your customer base, supporting them through the process and arranging payment plans specific to customers situation and needs to ensure that the outstanding debt is properly managed and ultimately repaid in a fair and compassionate way.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the – Collections Team Member – Contact Centre Collections Advisor will include:

Delivering strong debt collection skills in an operational environment
Positively influence and contribute to the team culture
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Collections Advisor, working within a team of collection advisors across phone, email and live chat and be able to show a clear understanding of FCA regulation. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Nov 27, 2018

Customer Experience Manager/ Vendor Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJAD1073

Job Title: Customer Experience Manager/ Vendor Manager

Location London, Greater London, South East

Salary: £55,000 + benefits

Employment Type: Permanent

An incredibly exciting opportunity has arisen in a household brand to join their Customer Experience team at an exciting point of change as a Customer Experience Manager. The role will be tasked to deliver CX strategy as well as the management of the outsource partner relationship, in order to promote best in class customer experience and drive commercial results.

Some of the Responsibilities include:

Lead and manage internal senior escalations executives to resolve all elements of high-level complaints from customers and work closely with outsourced partners to ensure that all general escalated activities adhere to business guidelines
Lead, manage and build a strong relationship with the Outsource provider to ensure service levels are adhered to, quality levels are achieved, and budget is maintained
Responsible for the delivery of service improvements across the business
Provide a feedback loop to the business on areas that are driving customer contact and own the projects that will reduce customer contact and provide service improvements
Work closely with stakeholders across the business to ensure that any future products or propositions are market ready without creating additional workarounds and back end processes
Work closely with the Forecasting and Reporting Manager and Performance Manager to ensure effective reporting is in place and appropriate levels of staff are scheduled
Oversee the competitions activities with Partnerships and support any activity migration or new stakeholder mapping. Retain a role in the audit and monitoring of competitions.
Responsible for the quality of the operational team and there are effective measures in place to monitor customer interactions
Be the internal champion of briefing, training and induction processes that ensure that sales objectives and brand values are enhanced by the customer service interaction

If you are interested to apply you will have:

Deep understanding of dealing with escalated and high-level complaints
Experience managing and delivering training and coaching and developing team members
Ability to influence a wide range of audiences (including business stakeholders up to Senior Management)
Ability to analyse performance data and identify when deeper insight is required.
Experience at managing outsourced relationships across multiple communication channels
Commercial experience in managing a budget, understanding the ROI of the operation and the impact a customer service operation has on churn reduction
Creating innovative and creative solutions to overcome customer related issues
Experience at managing virtual teams, where you have delivered projects which span multiple internal and external teams

Nov 27, 2018

Head of Operations - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1781
Job Title: Head of Operations

Location: South East (Berkshire)

Salary: to £55k plus bens

Job Type: Permanent

An opportunity to join a fast paced B2B operation as the Head of Operations. This is a highly visible, strategic but hands-on role.

As the Head of Operations, you will lead a team of Managers, Team Managers and Advisors to drive operational excellence and establish a centre of excellence.

The team provides services to their client in a B2B environment, so service level agreements, KPI’s and performance management, whilst delivering a great customer experience will be paramount.

Some of the responsibilities will include:

To manage the operational team to deliver excellent customer service through employee engagement and development.
To ensure customers are delighted and all KPIs and SLAs are met or exceeded.
To support the delivery of business initiatives by providing subject matter expertise.
Operational performance management; meeting customer expectations and making recommendations regarding service delivery with win/win outcomes
To ensure customer expectations are met and/or exceeded – KPIs, SLAs and Customer Satisfaction survey results
To ensure the smooth transition of customer implementations and re-implementations
To support the sales team during the Bid process to ensure operational expectations can be delivered approving any deviation from the standard operating model
To support the delivery of projects and initiatives – across the business; including the realisation of business benefits
To manage operational costs in line with business plan by maximising workforce optimisation
Identify opportunities and deliver improved operational efficiencies – e.g. technology, processes, people
Understand, support and enhance end to end cross department processes
Maintain an effective relationship with all internal and external stakeholders, e.g. partners, customers and other business areas
Leadership and direction of team; including change leadership, planning, setting priorities and creativity
To attract, develop, retain and nurture talent to support succession planning ensuring appropriate coaching, mentoring, performance management and learning & development is available
Identify additional income opportunities and address contract creep
Can provide operational cost models to support sales and retention opportunities

If you are interested in applying for this position, you will need prove experience managing a contact centre and delivering against KPI’s and SLA’s.

A can do attitude, open and transparent leader, you will be able to inspire and engage your team to deliver a customer centric service proposition, striving for continuous improvement and best practice.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

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.

Nov 26, 2018

Team Manager - Lichfield

Douglas JacksonLichfield

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Ref: DJRL1032a

Role: Team Manager

Location: West London, Greater London, South East

Salary: Up to £35k + Benefits

Job Type: Permanent

A leading and forward thinking company in West London are looking to recruit an inspiring, highly motivated and people focused Team Manager for their office in West London.

This market leading property company are looking for an experienced Team Manager to join their leading contact centre. The successful candidate will be a highly motivated, people focused services professional who is able to lead, coach and support a team of Customer Contact Agents. You must be confident and able to inspire your team to deliver a quality-focused service to both internal and external customers.

You will report into the Head of Contact Centre and will be responsible for around 11 agents. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge.

You will be proactive in Leading, coaching and engaging your teams. A Team Leader is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand. You will be responsible for the operational management of a team and be expected to analyse agent performance against KPI’s, provide support for the agents individual needs and address concerns and development needs.

The successful candidate will:

Be experienced of managing people and associated ‘people’ processes.
Have the ability to improve performance of your team.
Be experienced of leading a team where you can grow, nurture and develop your team.
Be able to demonstrate and progress change in a forward-thinking organisation.
Show energy and confidence to be able to inspire your team to deliver a quality-focused service to both internal and external customers.

In return, our client will provide you with a choice of flexible benefits, salary exchange benefits, and rewards and discounts. You will also receive an annual allowance of £300 to use towards health and lifestyle benefits. Discounted childcare vouchers and cycling equipment throughout the year. You will receive 25 days holiday.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

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.

Nov 26, 2018

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