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Team Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1167

Job Title: Team Manager

Location: North Yorkshire

Salary: £30k – 33k

I am looking for an experienced Team Manager to join a well-established organisation who are based in East Yorkshire.

Some of the responsibilities will include:
  • Motivate and develop team members as well as minimising absence and attrition
  • Ensure the team are compliant with all regulatory requirements as well as internal policies and procedures.
  • Maintain strong communication links internal and external stakeholders
  • Host or attend team meetings to support business requirements and organisational priorities
  • Ensure your continued professional development is undertaken and be proactive in keeping up to date with industry developments
  • Support and deputise for other members of the Management Team
  • Manage the productivity and performance of the team against agreed Key
  • Performance Indicators/ SLAs through effective leadership, coaching mentoring and development activity;

If you are interested in applying for this position, you will need to have a proven track record leading teams who manage and deliver service based activity.

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.
Jun 21, 2018
Customer Service Representative - Renton
ConvergentRenton
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Description



Come join our thriving team!

Build Your Future; Unlimited Bonus Potential!

Full-time, 40 hours per week with varied shift options and full 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.

Our Team Members must work well in team settings and have the ability to problem solve, negotiate, and multitask. Organizational skills, verbal, written, and communication skills are a must.


Responsibilities:

Agents are responsible for calling 200-400 people a day regarding past due accounts and securing payments.

Requirements:

  • Call debtors to secure payments on past due accounts
  • Miscellaneous duties as assigned
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations

Qualifications:

  • Must be 18 or older to apply
  • High School diploma or equivalent
  • Type at least 25WPM
  • Professional phone etiquette
  • Solid negotiating skills
  • Ability to multitask
  • Strong interpersonal and integrity
  • Positive attitude
  • Ability to problem solve
  • Maintain confidentiality

Physical Requirements:

  • Remain in a stationary position 95% of the time
  • Occasionally move about inside the office to access office machinery etc.
  • Constantly operates a computer and other office productivity machinery (i.e. calculator, copy machine and computer printer).
  • Must be able to exchange accurate information over the phone and in person




IND123

 

Source: http://jobs.jobvite.com/convergent/job/oWOR7fws
Jun 21, 2018
Sr Business Analyst - Santa Monica
CallFireSanta Monica
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CallFire�s business analyst position is a great opportunity for a professional analyst with a strong analytically driven background. The Sr. Business Analyst position will be responsible for preparing data and strategically analyzing the CallFire business. This position requires complex analysis skills and will be primarily responsible for reporting on sales performance. The individual will need to strategically understand and report from an abundance of data from multiple systems.

Reporting Relationship: The Senior Business Analyst reports to the Chief Data Scientist and the Chief Revenue Officer
  • 5+ years experience in an analyst or data science role at a technology based company.
  • Strong business analysis skills � Work mentality should be driven from a strong understanding of the business first.
  • Strong communication skills - Be able to take complex concepts and boil down into simple easy to understand analysis that includes recommendations.
  • Strong SQL knowledge � Must have ability to query and create data marts, create procedures and write high performance joins.
  • Expert Excel skills � Experience with data modeling and excel graphing skills
  • Project management skills - be able to manage and prioritize effectively between weekly and monthly analysis reporting and quick ad-hoc analysis
  • Problem solving skills - Critical thinking is required in almost every project. Being able to see a clear path to analysis is key to success
  • Creative thinking - Be able to think about potential relationships between data and the business operations. Be able to connect the dots for stakeholders.
  • PowerPoint Presentation experience
  • Strong drive and self-motivated work ethic
  • Strong integrity and ability to stay unbiased in analysis
  • Understanding of sales processes and experience with sales metrics is a big plus.
  • Experience analyzing online web traffic (google analytics or similar) is a plus
  • Experience with Domo a plus

Job duties:
  • Take the lead position on creating and analyzing data reports, on sales team activity.
  • Responsible for daily reporting of sales and marketing KPIs.
  • Analyze reports and trends and provide recommendations on a weekly monthly and quarterly basis
  • Create new views of data to consistently improve company understanding of trends and revenue.
  • Provide support for additional Ad-hoc analysis as needed for company initiatives.
  • Lead or participate in projects designated by the Chief Data scientist, CRO, or Director of BI.
  • Projects will include collaboration with multiple departments.


Benefits:
  • Fully paid medical (medical, dental, vision) benefits, 50% for families
  • 401 (k) plan
  • Unlimited sick leave
  • Stock options
  • Paid vacation
  • General awesomeness


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=803413&&&nohd#job
Jun 21, 2018
Inbound Reps needed IMMEDIATELY for AWWC and our NEW program PROGREXION! - Augusta
Access WorldwideAugusta
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Source: https://accessww.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=11072165

Access Worldwide & Progrexion

 
We are looking for 25 - 30 customer service representatives who will be responsible for providing information about Progrexion programs and services in regards to repairing customers credit reports. 

Access Worldwide offers a very competitive starting wage plus great incentives. We offer a fun work atmosphere with opportunities for career advancement. 

Hourly Wage: 
$12.00 / hour + a potential for commission

Training Start Date:
July 9, 2018

Training Hours:
Monday - Friday 9:00 am - 5:30 pm (3 weeks)
Monday, Tuesday, Friday & Saturday 9:30 am – 8:00 pm (1 week)

Production Schedule:
Monday, Tuesday, Friday & Saturday 9:30 am – 8:00 pm

Principal Duties and Responsibilities: 
  • Build rapport with customers and create a comfortable environment for the customer that will enable them to have a dialogue with you about their service-related issue.
  • Use probing questions to help the customer understand their needs and provide a solution to meet those needs.
  • Accurately represent available service options and essential requirements that lead to the correct outcome for each customer inquiry.
  • Acts as the customer’s advocate in solving their service-related issues.
  • Maintain composure and use proper de-escalation techniques when handling stressful situations.
  • Achieve productivity standards and goals while maintaining the highest level of customer service.
Education & Professional Certifications: 
High school diploma or equivalent experience. 

Candidate Profile:
  • Project a professional image.
  • Strong customer service focus with a drive to solve problems.
  • Enjoys the service industry and thrives to help people.
  • Excellent listening skills.
  • Able to articulate a vision of an activity or expectation. 
  • Detail-oriented.
  • Polite, patient, and empathetic.
  • Experienced in de-escalation.
  • Able to communicate clearly and concisely; uses appropriate vocabulary and grammatically correct sentences.
  • Ability to compose a business letter or paragraph with accurate spelling and correct usage of basic grammar and punctuation skills.
  • Use proper phone and email/letter etiquette.
  • Complete and pass a pre-hire assessment reviewing basic concepts of mathematics, reading, writing and basic computer literacy in Outlook, Internet Explorer and Excel.
  • Keyboarding minimum of 30 WPM.
  • Ability to multi-task.
  • Able to operate general office equipment including company telephone system.
  • Ability to work shifts, weekends and holidays; understands the importance of punctuality and attendance.
  • Able to demonstrate uncompromising adherence to ethical principles.  Able to demonstrate honesty in all actions, admit and correct mistakes promptly.  Able to assume full responsibility and accountability for own actions.
  • Able to adapt to shifting priorities, multiple demands, ambiguity and rapid change. Able to develop new approaches to work systems or problem-solving.  Able to maximize use of available resources to achieve the best results consistent with company objectives. 
  • Employment is contingent upon the results of a background and drug test.

Environment, Physical & Other Requirements: 
  • Ability to perform light hand activity work at a computer/telephone station in an office environment. 
  • Position is primarily sedentary. 
  • May stretch or stand at workstation for short periods at employee’s option, as long as such activity does not detract from the employee’s work, or interfere with other employees. 
Benefits: 
  • Medical/Dental/Vision benefits after 60 days of employment
  • Vacation Accrual
  • Short Term Disability Insurance
  • Life Insurance
  • Direct Deposit available
  • On-site Fitness Center; FREE to employees
  • Business Casual Dress Code & Jeans Day on Friday
  • Excellent opportunity for growth
  • Referral Bonus's
If you meet the above minimum requirements and would like to be considered for this excellent opportunity please submit your resume' or application today for immediate consideration. 

Jasmine Carey
Human Resource Manager
Access Worldwide Communications
207-703-1021
jcarey@accessww.com
 
 

Jun 20, 2018
Remote Clinical Appeals Nurse - Boca Raton
ConvergentBoca Raton
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Description


Appeals Nurse/ Nurse Auditor (Part Time Remote)

Part Time Position: 20+ hours per week

Reporting to Boca Raton, FL Location

This is an ideal opportunity for a healthcare professional looking for remote work as the successful candidate can work anywhere in the country and report to our Boca Raton, FL office.

Convergent employs a dedicated team of expert Healthcare Attorneys, Account Specialists and Clinicians who navigate the entanglements of the legal system to increase reimbursement rates for our client hospitals all over the country. Our main goal is to assist hospital systems to strengthen their financial and clinical performance.  We are also a leading provider of denial management, Workers' Compensation claims resolution, and appeals solutions. 

Duties
  • Serve as a clinical resource, provide clinical expertise, and clinical guidance to the team, as well as our client hospitals.
  • Work with company’s Attorneys and Account Specialists to overturn claims denied by Commercial insurers, Medicare, Medicaid, and other third-party payers.
  • Conduct medical chart reviews by reviewing all clinical documentation. Clinically validate the medical appropriateness, and coding accuracy, of services rendered in both inpatient and outpatient settings.
  • Create narrative rationale in response to audit and chart review determinations
  • Craft and submit medical necessity and clinical appeals that get denials overturned, as well as provide guidance to attorneys to write winning appeals.
  • Review clinical polices and guidelines, i.e. NCD/LCD coverage documents, carrier specific policies related to investigational or experimental procedures, and readmissions.
  • Perform chart audits to validate charges as they relate to the services rendered, based on medical documentation
  • Maintain current knowledge of Medicare and Commercial Insurance trends, regulations, and policies.
  • Perform other related duties as required

Requirements
  • Licensed RN –license must be active, and in good standing.
  • Two to five years as a Clinical Appeals Nurse with a main focus on recovering payment for hospitals.
  • Experience in defending government audits such as RAC.
  • Experience/Knowledge in all clinical areas, both inpatient and outpatient, including but not limited to, Cardiology, Pediatrics, Medical Surgical, Trauma and E.R., Cancer, and Behavioral Health.
  • Excellent verbal and written communication skills; ability to speak clearly and convey complex or technical information in a manner that others can understand, as well as ability to understand and interpret complex information from others.
  • Team Player - works well as a member of a group

 

IND123

 

Source: http://jobs.jobvite.com/convergent/job/oaEQ7fwv
Jun 20, 2018
Commercial Controller -
Abtran
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We have an exciting opportunity for a Commercial Controller to cover a maternity contract for the duration of 6 – 9 months. Reporting directly to the General Manager and Indirectly to Chief Financial Officer.

You will work closely with Senior management across the business and will have full financial responsibility for vertical P&L and cash flow.

Responsibilities and Duties:

General
  • Act as a strategic partner to the Vertical General Manager and Group CFO, drive new structure implementation and develop a 'no-surprises' culture.
  • Take a proactive role in recommending structural changes within the vertical.
  • Support GM in all Contract governance activities and liaise with Client counterparts as necessary.

P&L Ownership / Performance Management and Improvement
  • Responsibility for the vertical management accounts, profit and loss and controllable cash flow.
  • Driving performance, margin and accountability improvement throughout the vertical in conjunction with operations staff and fostering a continuous improvement culture.
  • Monitoring performance and reporting variances to budget and prior year.
  • Develop and update appropriate KPIs across the vertical in conjunction with internal operations and resourcing planning teams with a view to fostering a culture of accountability.
  • Ensuring the completeness and accuracy of billing - striving for 'on-time' and 'first time' billing; routine reconciliation of hours paid to hours charged.
  • Minimising working capital investment in the business.
  • Responsibility for appropriate Board reporting.
  • Ensuring the on-time delivery of day to day tasks across the vertical.

Business Pricing and Strategy Management
  • Responsibility for pricing existing and new sales contracts in conjunction with General Manager and Sales Teams.
  • Drive margin from existing and new contracts and implementing learnings as require
  • Contract evaluation to PBT level.
  • Development and ownership of vertical budgeting, reforecasting and strategic planning with comparisons to prior year and budget / reforecast.

Business Risk Management
  • Identifying, reporting and actioning control deficiencies where necessary.
  • Ensuring that deadlines are met and standard operating procedures improved where necessary.
  • Ensure processes are audited, reviewed and improved as required.

Teamwork
  • Build positive working relationships across the organisation.
  • Support innovation by developing strategies and creating opportunities to elicit new ideas from members of the business.
  • Communicate changes clearly to all members of the team.

Qualifications and Skills:
  • 5+ years accountancy experience in a commercial environment.
  • Professional qualification in the field of accountancy (ACA, ACCA, ACMA or equivalent).
  • Knowledge of CRM, ERP and Microsoft applications.
  • Experience with budgeting, cost estimation and analysis and fiscal management principals and procedures.
  • Risk management.

Personal Attributes:
  • Excellent communication and negotiation skills
  • Motivated, ambitious and enthusiastic with 'can-do' philosophy
  • Strong leadership and influencing skills
  • Excellent prioritising, organising and planning skills
  • Excellent analytical, investigative, problem solving and follow through skills
  • Very strong time management skills
  • Flexible and adaptable
  • Able to challenge the "status quo" and the Vertical management team when appropriate

What you'll get in return:
  • Employee Assistance Programme
  • Charity Club
  • Sports and Social Club
  • Mind UR Buddy Partnership Programme with Pieta House
  • Free car park
  • Annual TaxSaver tickets
  • Cycle-to-work scheme

What you need to do now:

If you interested in applying for this role, please click on the Apply button below or email careers@abtran.com.

Abtran is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

 

Source: http://abtrancareers.morganmckinley.com/jobs/commercial-controller
Jun 19, 2018
Customer Insights Manager - Lichfield
Douglas JacksonLichfield
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Ref:                 DJRL1015

Role:               Customer Insights Manager

Location:        East Midlands

Salary:            £47,000 + Benefits

Our client is dedicated to achieving effortless customer experiences and are now looking for someone to lead a new team and be the specialist for the Group on customer data, insight and analytics. This is a brand new position for the company and it will be focused on helping the Group collect, use and understand the data they have about their customers to ensure delivery of their corporate objectives.

You will report to the Director of Customer Services and you will be expected to facilitate and expedite the companies strategic aims for digital self-service, which is both effortless for customers and ultimately reduces their service costs. You will develop a reliable and consistent method of capturing customer feedback across all frontline services to map and understand their journey.  

The ideal candidate will have extensive experience in research and intelligence so you are able to hit the ground running and develop the team. You will have practical experience of producing analytical data, research design and customer segmentation. You will be able to understand the minutia of data and will have the ability to explain it in layman’s terms.  

To be successful in this role, you will be able to manage multiple initiatives, meet conflicting demands and be able to handle pressures of meeting targets and deadlines. This is a new role which offers the opportunity to create and shape a brand new team and influence the future of our customer offer.

The successful candidate will have:
  • Practical knowledge of producing analytical data, research design and customer segmentation.
  • Proven experience in the application of statistical and analytical techniques.
  • Experience of prioritising, planning and organising workloads to manage expectations and deadlines.
  • Excellent Numeracy skills and data rational with the ability to interpret and present information accurately and appropriately.
  • Excellent written and verbal communication skills with the confidence to convey information in a concise and persuasive style.

Our client offers a competitive salary and a number of excellent benefits, including excellent holiday entitlement of up to 33 days, agile working arrangements, private medical, pension scheme etc.

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.

 
Jun 19, 2018
Client Services Clerk - Renton
ConvergentRenton
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Description



Come join our thriving team!

Build Your Future.

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 MEMEBERS 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.


Essential Duties and Responsibilities:
  • Prepare manual placement spreadsheets and coordinate with IT to load files
  • Daily Placement Reports
  • Scan documents into Latitude
  • Process incoming client faxes and distribute to CSRs
  • Mail handling
  • Billing Servicer Placement Audits
  • Billing Servicer Inventory Recall Warnings
  • Cancellation Policy Closures
  • Assist Client Services Dept. with other duties as requested by management

 

Job Knowledge, Skills and Abilities:
  • Ability to deal effectively and tactfully with a wide variety of individuals
  • Exceptional organizational skills including the ability to multi-task
  • Must be team focused, willing to help others and hold the group goals as important priorities.
  • Working knowledge Outlook
  • Heavy Data Entry
  • Intermediate to Advanced level in Microsoft Excel


Education and Experience:
  • High School Diploma or GED is required
  • A minimum of 2-3 years of experience working in a fast paced office environment

 

Physical Demands:
  • Regularly required to stand or sit, and move about the facility.
  • Ability to lift and carry up to 30 lbs.


IND123

Source: http://jobs.jobvite.com/convergent/job/ocdQ7fw6
Jun 19, 2018
Academy Coach (Internal only) -
Echo Managed Services
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Walsall, West Midlands


Closing date June 25th 2018



Salary DOE
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Full time Hours

1 Position Available


SECONDMENT OPPORTUNITY FOR UP TO 6 MONTHS (internal only)

Echo Academy will be a new structure in which new starters will follow a phased approach to bridge the gap between training and embedding within the contact centre. To do this we will ensure that they receive quality coaching and development.

The Coach role will suit someone who is passionate about learning and development and wants to design and deliver effective coaching sessions. If you thrive in an enthusiastic and pro-active working environment, with new initiatives and processes being introduced all the time, then this is a great opportunity.

The successful candidate will be responsible for working closely with the Academy Manager to deliver quality investment to new starters and assist in creating a supportive and welcoming environment.

The main purpose of the role will be:
  • To maintain contractual KPI and quality performance through coaching support for the Academy Manager in performance management for new starters.
  • To assist through coaching the delivery of a simply brilliant customer experience to customers contacting us.
  • To develop new starter competency levels to meet the requirements of the business plan and the company’s regulatory and contractual obligations.
  • To drive and encourage a culture of putting our people first through the creation of a coaching environment.
  • Driving innovative thinking and collaborative team working across the Academy, engaging with the Academy manager to drive us to achieve the best customers experience and world class quality of service.

Key responsibilities include:
  • Design and delivery of Academy coaching materials and sessions in line with agreed KPIs and SLAs.
  • Preparing and delivering coaching and 1 to 1 sessions with staff to improve performance across Academy.
  • Reporting to Academy manager on coaching deliverables

Skills:
  • Ability to communicate and influence to all levels from adviser to executive
  • Independent thinker / Team Player
  • Strong Organisational skills
  • Excellent time management skills - ability to multi-task
  • Collaborative and creative
  • Strong customer focus
  • Desire to help others work towards targets and develop their skills.
  • Ability to motivate and develop.
  • Strong Coaching Skills

The successful applicant must have:
  • Commitment to developing people through coaching
  • Passionate, with the ability to motivate others and flex approach to suit individuals
  • Excellent time management / prioritisation skills
  • Team player with the ability to create excellent working relationships across a group.
  • Able to think on feet and use initiative to solve problems.
  • Fun, hardworking, innovative and personable
  • Diplomatic and respectful
  • Resilient
  • Experience working in a customer focused driven environment
  • Experience of working and delivering in a target driven environment
  • GCSE level or equivalent
  • Good industry knowledge required

To apply:

Please send us a statement of application explaining your reasons for putting yourself forward for the opportunity to echohr@echo-ms.com

Closing date for receipt of statement of applications will be Monday 25 June at 10am

Source: https://www.echo-ms.com/careers/academy-coach-internal-only
Jun 18, 2018
Customer Service Manager - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1233

Job Title:         Customer Service Manager

Location:         London

Salary:             £50k to £55k

My client is looking for a highly motivated Customer Service Manager to join and lead the London team.

The Role:

Manage a busy, multi-skilled and multi-lingual contact centre, working on a B2B & B2C level.

Key Responsibilities
  • Manage Team Managers and an overall FTE of approximately 100.
  • Coach and upskill team managers to ensure exception customer service is delivered constantly.
  • Driving and promoting Customer Excellence.
  • Work closely with the senior management team to ensure the delivery of business goals and objectives.
  • Be an effective Change Manager and lead a team through periods of change.

The Candidate 

This role will mean working evening shifts. You will need to be able to step into this role and make a difference, working in a multi-channel environment. You will need to have managed large teams of 100 plus as a fte and be able to progress the contact centre team as well as consistently looking at the customer journey and experience whilst working in a fast-paced environment.

This role is very much people focused so experience in providing outstanding team motivation and performance is paramount.

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
Jun 18, 2018
Senior Customer Experience Analyst - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1166

Job Title: Senior Customer Experience Analyst

Job Location: Midlands

Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Manager, my client is looking for a senior analyst to help shape future customer journeys, providing strategic insights to facilitate the delivery of world class customer service. This role is within a highly regarded organisation operating within an evolving and competitive market sector.

Key responsibilities
  • Complete complex data analysis with a variety of purposes for the business
  • Provide specifications for reporting
  • To perform analysis of data in order to assess customer journeys and make improvements.
  • To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
  • A high level of numeracy and the ability to extract and analyse data
  • The ability to use MS Excel and MS Access to an advanced level
  • Power BI, MS Azure ML and SQL Transact
  • Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
  • Experience of writing specifications and performing quality assurance on work of other data analysts.

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.
Jun 18, 2018
Call Centre Agent - Harare
Great CommunicationsHarare
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Call Centre Agents wanted to be based in Harare Zimbabwe.
Jun 17, 2018
Call Centre Agent - Harare
Great CommunicationsHarare
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Call Centre Agents wanted to be based in Harare Zimbabwe.
Jun 17, 2018
Resource Planning Analyst – Scheduling, Real-Time - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1187

Job Title: Resource Planning Analyst – Scheduling, Real-Time.

Location: West Midlands/Warwickshire

Salary: £20-23,000 plus bens

My client is looking for a Resource Planning Analyst to work within their operations support team. The successful candidate will be responsible for effectively intraday, real time and scheduling of a busy workforce on a day by day and up to 7 days out basis

You will be working in a team of planners to ensure that all work is planned for effectively.

This is a great opportunity for someone who has some planning experience, or a strong customer service agent with an interest in real-time and planning who is looking for a new challenge in a company with great opportunities and career growth.

What experience do I need?

Previous experience, or a good understanding of planning, real-time and scheduling, in or outside a contact centre, or field-based workforce.

The ability to think and work in a fast paced, ever changing environment.

You will need to be able to demonstrate knowledge and experience of scheduling and planning applications

Good PC skills, knowledge of Windows, Microsoft Word, Excel and WFM or Planning tools

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.
Jun 15, 2018
Dialer Strategy Manager -
Convergent
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Description


Responsibilities:


The Dialer Strategy Manager is responsible for execution of dialing campaigns for the Collections department on multiple dialing platforms. This role will partner with their peers in managing dialer campaigns to ensure all operating hours are covered.  They will also monitor all campaigns to determine overall strategy and design of calling campaigns are meeting regulatory and operational guidelines while also exceeding established goals including but not limited to Intensity Rate, Contact Rate, Abandon & Abort Rates. The Manager will also be responsible for execution of all agent statistics and reporting all issues to line of business Supervisors and Managers.

Job Duties:
  • Performing the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity.
  • Real-time monitoring of campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized & dialing plans are executed successfully.
  • Achieving desired penetration and contact rates necessary to meet productions goals.
  • Collecting necessary data to accurately report on performance, forecast workloads, and developed dialing plans.
  • Communicate effectively with clients/auditors/visitors regarding dialer capabilities and execution of strategies.
  • Identify and suggest possible improvements to existing processes
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
  • Communicate with the outsourcing dealer team for production need for all manual dialing platforms
  • Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance
  • Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment
  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
  • Miscellaneous duties as assigned

Qualifications:

  • Demonstrated ability to build, launch and manage pools/campaigns in FACS and/or LiveVox dialer systems
  • Experience in creating logics and reports for production and analytic review
  • Self-motivated, and able to stay focused without supervisor intervention. Solid attendance record and schedule adherence.
  • Technology oriented including knowledge of basic technical troubleshooting, able to resolve basic front line issues, and provide detailed and clear issue information for escalated troubleshooting
  • Skilled in Microsoft Office, including Excel, Outlook, Word, and Power Point
  • Previous Lead or technical support experience a plus
  • Visual Basic Application debugging experience a plus
  • Auto Dialer or LiveVox experience a plus
  • Excellent communications skills both written and verbal
  • The ability to lead by example and keep team members engaged

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.

IND123

 

Source: http://jobs.jobvite.com/convergent/job/oPaO7fwE
Jun 14, 2018
Customer Service Manager - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1226

Job Title:         Customer Service Manager

Location:         Ealing, London

Salary:             £40k

Exciting role with an innovative, entrepreneurial and growing company that sells products across the UK, European and International markets. 

The Role

The main responsibility is to develop and support a small customer support team. You will also implement processes and procedures along with training programmes and techniques. This is a young up and coming US company with recent operations based now in the UK.
  • Implement customer service policies and procedures
  • Recruit and train customer service agents
  • Deal with complex and escalated customer service concerns
  • Track review and resolve customer complaints 

The Candidate

My client is looking for a driven leader who has a proven success in working within customer service, complaints and escalations. Ideally with experience in working with the travel, retail or FMCG space – and an added benefit if you are able to speak French at a business level standard. This role would also be ideal for someone that has a natural entrepreneurial approach.

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 organizations, 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.
Jun 14, 2018
Head of Contact Centre (Operations) - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1232

Job Title:         Head of Contact Centre (Operations)

Location:         Sheffield

Salary:             £80k (plus car, profit related pay and other benefits)

My client is looking for an outstanding Head of Contact Centre to join their team that can lead and drive forward the Contact Centre whilst maintaining excellent employee and customer engagement. 

The Role

This role will report to the Operations Director. The main remit is to ensure outstanding Customer Experience and Engagement for my clients’ retail and digital brands. You will have 4 direct reports and approximately 60fte which fluctuates during the year.

This is a pivotal role within this company so experience in working on cross functional projects is also important, alongside working with stakeholders, on and off shore.

You will also be accountable for all stakeholder engagement across the operation and be able to inspire, motivate and offer a strategic leadership approach whilst promoting the company’s vision and values. 

The Candidate

My client is looking for an inspirational leader and role model that can oversee and ensure outstanding customer service and experience through the different working shift patterns. You will also be the final point of escalation and able to lead, inspire and influence an established team.

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.
Jun 14, 2018
SQL Database Admin -
Abtran
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Reporting directly into the Head of ICT Infrastructure Services you will maintain, improve and document Abtran's database estate and management processes so as to ensure that they support the business requirements from a performance, capacity, resiliency and security standpoint.

Responsibilities and Duties
  • Has 7+ years of experience in database architecture, development, administration and support in Microsoft SQL Server environments.
  • Strong experience in DB Admin in MSSQL Server (2005, 2008, 2012, 2014)
  • Strong experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.
  • Strong experience in writing SQL and creating views, functions, and stored procedures that support transactional and analytics databases.
  • Strong Experience in Performance Tuning, Query Optimization, using Performance Monitor, SQL Profiler and other related monitoring and troubleshooting tools.
  • Strong Experience of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication, Patching.
  • Strong Experience in index and statistical management, integrity validation, configuration, patching.
  • Experience using SQL Server tools (Profiler, DTA, SSMS, SAC, SSCM, PerfMon, DMVs)
  • Excellent investigative, problem solving and follow through skills
  • Able to maintain a high level of accuracy while working in a fast paced environment
  • Strong attention to detail
  • Willing to take the Lead and Ownership
  • Excellent Written and Spoken English

Qualifications and Skills
  • 7+ years relevant experience
  • Degree or master's qualification in technology, IT or technical discipline
  • ICT Technical Qualification such as MCTS or MCITP in SQL
  • Experience of SQL database administration
  • VMWare certified, Microsoft certified, ideally to Systems Engineer.
  • Microsoft core technologies, virtualisation technologies, enterprise storage and backup technologies, clustering technologies.
  • Experience of working with a technical team with particular strengths in project planning methodologies, presentation and technical documentation

Personal Attributes required:
  • Excellent Communication skills
  • Flexible and Adaptable
  • Good Team Player
  • Good communication and documentation skills
  • Can work unsupervised and on own initiative
  • Strong SQL performance related experience in VMWare ESX/ESXi clustered environments.
  • Experience in SQL Cloud Technologies such as Azure SQL as a Service (PaaS) including migration of databases to cloud.
  • Documentation skills for processes and procedures (creating KBs, runbooks, topology etc)

Benefits

This organisation has a strong ethos for employee progression, so if you are looking to develop your skills and your career then this is a great place to start. Coupled with your drive to excel and our Employee Development Program we will support and encourage you all the way.

Source: http://abtrancareers.morganmckinley.com/jobs/sql-database-admin-0
Jun 13, 2018
Collections Manager - Bristol
Echo Managed ServicesBristol
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Bristol


Closing date June 29th 2018



Salary £25,000-£28,000
</div >

37.5 (To cover shifts between 8am and 8pm M-F and one Saturday in 8) Hours

1 Position Available


Job Description

Key Responsibilities:

You will be responsible for the delivery of all aspects of customer focussed debt collections activity within the debt collections team. Maintaining high quality, providing accurate and timely information, while improving collections levels and ensuring KPI and SLA performance are achieved whilst maintaining excellent customer service.

Getting & Retaining Business
  • Build and maintain a strong business relationship with existing client contacts in order to understand their needs and ensure client satisfaction.
  • Build and retain a strong business relationship with existing clients, in order to understand their needs and ensure Inter Credit International are well positioned to win new and on-going business.

Delivery
  • Fulfil individual targets to maximise contribution to team performance and meet client requirements
  • Prioritise allocated tasks to provide the optimum service
  • Adhere to company standards in order to present a professional image to stakeholders
  • Engage, lead and inspire teams created to deliver optimal and profitable integrated client solutions
  • Pro-actively direct client and internal communications on progress to manage expectations of service delivery

Monitoring
  • Identify and communicate issues resolving them where appropriate, in order to provide a continuity of service and consistency of output
  • Participate in internal and external reviews to make service enhancements through methodology, practices & procedural improvements
  • Actively seek comments from internal and external stakeholders to enhance and deliver market leading solutions

Enabling & Support
  • Recognise and recommend improvements to existing processes and procedures to improve performance
  • Develop new credit and collection processes to improve effectiveness. Map and maintain existing and new credit management processes
  • Complaint handling in accordance to company policy and procedures
  • Preparation & delivery of PDR/PDP for all Team Members, including feedback of any individual training requirements
  • Monitor Team quality performance to ensure compliance with FCA along with a good understanding of FCA requirements and obligations towards TCF.
  • Plan staff levels to ensure operation is not compromised.

Experience:

Essential:
  • Minimum of 1-2 years supervisory experience in a customer facing contact centre environment, dealing with the public
  • Minimum of 1-2 years debt collections management experience
  • Proactive and results driven
  • Able to form good relationships with people at all levels and work as part of a team.
  • Highly organised, analytical numerical thinker.
  • Analytical problem solver – ability identify issues and trends from data sets and define plans and actions accordingly
  • Strong Excel skills
  • Always looking to make improvements – mindful of quality
  • Completer-Finisher – accurate and consistent – always delivers
  • Enthusiastic, positive attitude. Keen to take on new things as and when business needs arise.
  • Quick Learner and ability to understand complex CRM and fulfilment systems
  • Ability to work under pressure to tight deadlines
  • Good Communication Skills (including formal presentation)
  • Presents workable business solutions

Skills / Knowledge:

Essential:
  • Knowledge and experience of contact centre applications and solutions
  • High level of business & technical literacy
  • Demonstrable commercial experience Proven track record in Client /Customer management within the outsourced contact centre or marketing services industry.
  • Proven experience of defining, proposing, implementing and measuring improvements in a contact centre / marketing services environment.
  • Good experience of delivering, managing and developing programmes within strict SLA’s and performance driven culture
  • Strong communication skills, verbal & written, sufficient to a successful customer conversation
  • Strong leadership skills and abilities
  • Ability to rapidly learn & assimilate information
  • Be effective at prioritizing activities, multi-tasking with strong attention to detail
  • Ability to work effectively as part of a team

Education

Essential:
  • Graduate or equivalent
  • GCSEs or equivalent including English Language, Mathematics

This is a fixed term 9-12 month contract to cover maternity leave starting mid July.

To apply, please send your CV and cover letter to iwanttowork@echo-ms.com

Source: https://www.echo-ms.com/careers/collections-manager
Jun 11, 2018
Head of Health & Safety - Lichfield
Douglas JacksonLichfield
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Ref:                 DJRL1013

Role:                Head of Health & Safety

Location:         Somerset

Salary:            £55,000 + Excellent Benefits + Flexible part home working

A market leading company are a leading provider in the South West. They are currently looking to recruit a Head of Health & Safety to provide strategic health & safety leadership. You will ensure the provision of up to date policies, expertise and advice. You will provide assurance that all Health & Safety polices are adhered to through a systemised process of oversight and checks which ensure that the company remain compliant with all its health and safety legal and regulatory requirements.

As Head of Health & Safety you will promote a health & safety culture through passion, collaboration with others and commitment to ensuring health and safety remains a priority.

The successful candidate will:
  • Be a chartered member of the CMISOH and have a NEBOSH Diploma or equivalent qualification.
  • Be experienced in Health & Safety and have excellent and up to date knowledge of health & safety legislation and regulatory obligations.
  • Have a proven track record of working in an asset / landlord based health & safety environment along with experience of developing and implementing a safety management system to meet desired accreditation.
  • Demonstrate a passion for health & safety and a proven track record of developing this passion into a health & safety management system with clear policies and processes.
  • Have the ability to motivate and enthuse others beyond a health & safety compliance based approach towards one of a health & safety culture.

The company invest heavily into their staff and the wellbeing of their employees. They offer an extensive benefits package which includes: Contributory Pension, Private Healthcare, 26 days holiday entitlement + bank holidays, Possible agile working and Flexi Time and Free parking.

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.

 
Jun 11, 2018
Team Leader - Lichfield
Douglas JacksonLichfield
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Job Ref:           DJKG1231

Job Title:         Team Leader

Location:         Derby

Salary:             £22k to £25k plus bonus

My client is looking for an outstanding Team Leader to join their team that can help support and guide then through changes and processes.

The Role

You will report to the Head of Customer Services and your main responsibility is to manage, develop and motivate the CSA’s in order to meet KPI’s and SLA’s. You will work as part of the operational management team and contribute to the broader business objectives.
    • Manage the team performance in unity with the Company’s process and procedures
    • Implement new processes, motivate and lead the team
    • Conducting team meetings on a regular basis
    • Under take other projects in the wider business
    • Dealing with any escalated complaints
    • Understanding of basis HR function in running a small team
  • To drive customer strategy and change

 The Candidate

Previous experience as a Team Leader working within a contact centre environment. Ideally, they are looking for someone from the Retail or FMCG space that has both sales and service experience.

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.

 
Jun 11, 2018
Team Manager – 9 Month FTC - Lichfield
Douglas JacksonLichfield
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Ref:                 DJRL1014

Role:               Team Manager – 9 Month FTC

Location:        London

Salary:            Up to £33k + Bonus + Benefits

A leading company in London are looking to recruit a Team Manager to cover a maternity leave for 9 months.

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 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 Manager 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:
  • Experience of leading a team where you can grow, nurture and develop your team.
  • 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.
  • Experience of managing people and associated ‘people’ processes.
  • Show empathy and be able to nurture their team.

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.

 
Jun 11, 2018
Payment Processing Manager - 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.

The Payment Processing Manager will oversee the day-today operations for the Payment Processing department including direct management of a team of 15 including 2 supervisors.  This includes solving departmental and employee issues, responding to external and internal customer service requests, creating departmental procedures and documentation.  This position will oversee the audit functions involving payments and will head up the audits performed by clients.    A primary function of the position will be to perform high level analysis including, reconciling errors, identifying trends, and ensuring appropriate resolution and communication is completed.   This position will be responsible for updating and maintaining development plans and procedural documentation.

This position is the primary “go to” person for any and all issues that arise related to the handling of consumer payments and client related payment and reporting activities.  This position reports directly to the Senior Controller and is considered part of the Finance/Accounting Department.  This role also has extensive communications with the Operations teams in 3 of our Convergent call center locations as well as the parent company call center.

Skills and Experience:
  • Previous management experience is required – 3+ years -
  • Experience Supervising employees including disciplinary actions, performance appraisals, hiring and developing and coaching team members is required
  • Excellent oral and written communication skills
  • Strong problem solving, analytical, and leadership skills
  • Ability to work under pressure and meet critical deadlines.
  • Ability to efficiently utilize office products, including Excel
  • Ability to compile detailed data into high level reports for upper management

 

 IND123

Source: http://jobs.jobvite.com/convergent/job/oCBM7fwQ
Jun 11, 2018
Entry Level Software Engineer - Pasadena
CallFirePasadena
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CallFire, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, CA, Pasadena, CA, Austin,TX and Kiev, Ukraine. We are looking for individuals ready to work with a fun and dedicated team to change the face of communication.  We are now seeking an Entry Level Software Engineer in our Pasadena office.

Responsibilities



  • Collaborate with other developers and teams to plan, design, develop, test, and maintain a distributed micro services ecosystem



  • Maintain high standards of software quality within the team by establishing good SDLC practices and leading by example



  • Recommend improvements to infrastructure, technology and processes



Minimum Qualifications



  • Familiar and experienced with Java



  • Understanding of the SDLC and agile methodologies



  • Basic understanding of OOP concepts



  • Understanding of IOC



  • Understanding of design patterns



  • Basic understanding of networking and security best practices



  • Great design and problem solving skills, passion for quality and engineering excellence at scale



Preferred Qualifications



  • Experience with REST/JSON APIs or web services



  • Experience with Maven and understanding of continuous build/delivery



  • SCM experience, preferably GIT



  • Basic RDBMS experience including SQL, transaction management and schema design



  • Experience with NoSQL databases



  • Experience with other languages besides Java



  • BS in CS or related field, preferred



How to Apply

Send a resume to

jobs@callfire.com

with "Entry Level Software Engineer - Pasadena" in the subject.

Write a few sentences describing your experience and why you would be a good fit for our company.

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=792259&&&nohd#job
Jun 10, 2018
Customer Service Administrator - Sligo -
Abtran
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Due to continuous growth Abtran Business Solutions are hiring in Sligo and we are looking for  Customer Service Administrators. 

This is an exciting opportunity for any individual who has strong Customer Service and Administrative experience. In return this role offers great exposure to working in an exciting and fast paced environment. This position is where you will start off your training with a qualified and selected group of colleagues who will support and teach you all about this dynamic role.

Our new office will be located in a high-tech facility at Finisklin Business Park in Sligo. 

Your new role
  • Providing your customer with up to date account information. 
  • Logging all enquiries into the systems and escalating where necessary.
  • Teamwork, includes demonstrating behaviours that show commitment to working with others as well as supporting and improving the overall performance of the team. 
  • Ad hoc duties as required, reporting, filing, scanning, other projects.

 
What you'll need to succeed 

To be considered for this role you will have
  • Previous experience in a customer service environment or Administrative role
  • Administrative experience with a sound knowledge of computer systems, ideally have ECDL course completed
  • Excellent written and verbal communication skills
  • Strong results and a high attention to detail
  • Resilience and self-motivation
  • Fluent English

What you'll get in return   
  • Lean Six Sigma training
  • Employee Assistance Programme
  • Abtran Charity Club
  • Abtran Sports and Social Club
  • Mind UR Buddy Partnership Programme with Pieta House
  • Suas Educational Development, schools – business partnership
  • State-of-the art offices
  • Free car park
  • Annual TaxSaver tickets
  • Cycle-to-work scheme

We are on the lookout for people who are not afraid of challenges who are solution focused and have the motivation and drive to progress their career.

What you need to do now 

If you are hungry to succeed in a growing organisation, learn and grow with this ever expanding industry apply below.

Abtran is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-administrator-sligo
Jun 6, 2018
Customer Sales and Service Representatives X 30 - Suva
MindpearlSuva
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PURPOSE

Handling inbound and outbound customer enquiries that include – emails, telephone calls, faxes and social media responses.   Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.

 

DUTIES
  • Handling inbound and outbound customer enquiries utilizing available contact centre systems and programs.
  • Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.
  • Identify the customer’s needs, up sell additional products/services and offer personalized service in line with quality and training directives.
  • Complete administrative tasks relating to servicing and resolving customer requests in a focused and efficient manner.
  • Maintain efficient control of queues.
  • Deal with customer complaints in a professional manner within Mindpearl and client guidelines.
  • Any other duties as reasonably requested by the employer.

MINIMUM REQUIREMENTS
  • Available to work on a roster basis covering 365 days a year and within hours in accordance with client requirements
  • Self-motivated, resilient and able to maintain a consistent standard of customer service over an entire shift
  • Able to apply initiative to solve problems and improve work processes
  • Communicates information effectively and in an appropriate manner
  • Calm and methodical decision maker.
  • Excellent communication skills (verbal and written)
  • Able to undertake intensive training in complex products
  • Maintains awareness of product, system and client changes/updates
  • Willing to accept feedback and aims to continuously improve and update knowledge and skills
  • Demonstrated ability to work effectively and efficiently in multiple applications within a windows based computer system.

Source: https://www.mindpearl.com/job-opportunities-at-mindpearl/job/customer-sales-and-service-representatives-x-90/
Jun 6, 2018
Customer Service Administrators - Sligo -
Abtran
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Abtran is a leading provider of Customer and Business Process Management services, with a proven capability in delivering transformative solutions with an extensive and diverse client base across regulated markets.

Specialist provider of services in sectors including Government, Transport, Utilities and Financial Services. Many exciting opportunities now available to kick start your career in Sligo

We are currently looking for Customer Service Administrators for our client. This is an exciting opportunity for an individual with strong Customer Service and Administrative experience. In return this role offers a great exposure to working in an exciting and fast paced environment. This position is where you will start off your training with a qualified and selected group of colleagues who will support and teach you all about this dynamic role.

Role:

* Providing your customer with up to date account information

* Logging all enquiries into the systems and escalating where necessary

* Teamwork, includes demonstrating behaviours that show commitment to working with others as well as supporting and improving the overall performance of the team.

* Ad hoc duties as required, reporting, filing, scanning, other projects

 

Requirements:

* Will have previous experience in a customer service environment or Administrative role

* Administrative experience with a sound knowledge of computer systems, ideally have ECDEL completed

* Excellent written and verbal communication skills

* Strong results and a high attention to detail

* Resilience and self-motivation

* Fluent English

 

Benefits:

 

* Lean Six Sigma training

* Employee Assistance Programme

* Abtran Charity Club

* Abtran Sports and Social Club

* Mind UR Buddy Partnership Programme with Pieta House

* Suas Educational Development, schools - business partnership

* State-of-the art offices

* Free car park

* Annual TaxSaver tickets

* Cycle-to-work scheme

 

Recruitment for these new roles in Sligo has now started. For more information on the variety of new roles that will be available apply today…..

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-administrators-sligo
Jun 5, 2018
Customer Service Advisor - Sligo -
Abtran
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Abtran is a leading provider of Customer and Business Process Management services, with a proven capability in delivering transformative solutions with an extensive and diverse client base across regulated markets.

Abtran is a specialist provider of services in sectors including Government, Transport, Utilities and Financial Services. Established in 1997, the company marks its 21st anniversary this year.

We currently employ over 2,000 people in Cork, Dublin, Kildare and Southern India. Our office will be located in a high-tech facility at Finisklin Business Park in Sligo.

Pat Ryan, Abtran CEO said, "Ireland will continue to be a key part of the global growth ambitions that we have as Ireland's largest home grown BPO provider. We also believe it is very important to support national and regional economic development wherever possible through the growth of our operations."

Consider yourself a customer care expert? Our client is one of Ireland's largest and fastest growing innovative Business Process Outsourcers. They are seeking Customer Service Advisors to join their new team in the beautiful West of Ireland.

Abtran is on the lookout for people who are not afraid of challenges, who are solution focused and have the motivation and drive to progress their career. The successful candidate will be able to accept ownership for effectively solving customer issues and inquiries, keeping customer satisfaction at the core of every decision and behaviour.

Role:

* Providing relevant advice to customers via email and over the phone

* Using your product knowledge to solve problems for customers

* Keeping yourself up to date with business and product information

* Effectively managing a database through accurate and efficient data entry

* Adhering strictly to data protection and confidentiality laws

* Assist with reporting and creating documentation

* Ad hoc administrative duties such as filing, scanning, photocopying and faxing documents

Requirements:

* Previous Customer Service experience

* Excellent verbal and written communication skills

* An exceptional telephone manner

* A high level of accuracy and attention to detail

* Ideally have completed a relevant course, strong computer skills are essential (e.g. ECDL)

* Proven ability to deal with problems and solve them effectively

* Ability to work well either individually or as part of a team

Benefits:

* Lean Six Sigma training

* Employee Assistance Programme

* Charity Club

* Sports and Social Club

* Mind UR Buddy Partnership Programme with Pieta House

* Suas Educational Development, schools - business partnership

* State-of-the art offices

* Free car park

* Annual TaxSaver tickets

* Cycle-to-work scheme

This is an opportunity that cannot be missed! Apply online today!!

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-advisor-sligo
Jun 5, 2018
Sales Advisor - Sligo -
Abtran
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Abtran is a leading provider of Customer and Business Process Management services, with a proven capability in delivering transformative solutions with an extensive and diverse client base across regulated markets.

Abtran is a specialist provider of services in sectors including Government, Transport, Utilities and Financial Services. Established in 1997, the company marks its 21st anniversary this year.

Abtran currently employs over 2,000 people in Cork, Dublin, Kildare and Southern India. We will base our new regional operations centre in a high-tech facility at Finisklin Business Park in Sligo.

Pat Ryan, Abtran CEO said, "Ireland will continue to be a key part of the global growth ambitions that we have as Ireland's largest home grown BPO provider. We also believe it is very important to support national and regional economic development wherever possible through the growth of our operations."

 

Kick start your career in Sales!

If you are looking for a career in Sales in the West of Ireland, this is an opportunity you cannot miss!

This is an entry level position with a strong focus on internal progression, where you will receive full training and support provided to ensure you excel in your new role. If you are an enthusiastic and outgoing person with a desire to succeed, then apply here today!

What you would be doing…

* Delivering exceptional customer service to the people you speak with, always being friendly and courteous

* Advise customers of the products and services and match the best options to suit their needs.

* Keeping records up to date and accurate.

* Adhering to data protection and confidentiality laws

* Working closely with your team to achieve targets and goals and supporting each other in all aspects of the job.

* Full training will be given to you to make sure that you are an expert in your job. We want you to be able to deal with challenging situations and overcome objections with confidence and the training is geared to do exactly that.

 

What you need…

* Previous Sales (not essential) or Customer Service Experience.

* Excellent Communication Skills.

* Administrative experience with a sound knowledge of computer systems, ideally have ECDL completed

* High attention to detail

* You love a challenge and have great problem-solving skills.

 

And in return you will get…

* Employee Assistance Programme

* Charity Club

* Sports and Social Club

* Mind UR Buddy Partnership Programme with Pieta House

* Free car park

* Annual TaxSaver tickets

* Cycle-to-work scheme

Recruitment for the new roles in Sligo has started. For more information on the variety of new roles that will be available apply today…..

Source: http://abtrancareers.morganmckinley.com/jobs/sales-advisor-sligo
Jun 5, 2018
Bilingual Collections Associate (English/Spanish) - Houston
ConvergentHouston
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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:                     Bilingual Collector (English / Spanish)

Responsibilities:

Collectors are responsible for calling 200-400 people a day, as well as accepting incoming calls regarding past due accounts and securing payments. 

Job Duties:
  • Call debtors to secure payments on past due accounts
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
  • Miscellaneous duties as assigned


Qualifications:
  • High School diploma or equivalent
  • Fluent English / Spanish Bilingual (Read, Write, Speak)
  • FDCPA knowledge preferred
  • Type at least 35WPM
  • Professional phone etiquette
  • Solid negotiating skills
  • Ability to multitask
  • Strong interpersonal and integrity
  • Positive attitude
  • Ability to problem solve
  • Maintain confidentiality

 

Physical Requirements:
  • Remain in a stationary position 95% of the time
  • Occasionally move about inside the office to access office machinery etc.
  • Constantly operates a computer and other office productivity machinery (i.e. calculator, copy machine and computer printer).
  • Must be able to exchange accurate information over the phone and in person

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. 

 

 

IND123 

 

 

Source: http://jobs.jobvite.com/convergent/job/oRXK7fwp
Jun 5, 2018
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