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Team Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJKG1294

Job Title: Team Manager

Location: Harlow

Salary: £30-32k base + bonus + bens

Employment Type: Permanent

An opportunity for an experienced Team Manager to join this well-established organisation, working in a high touch, quality led customer service function. This business will be undergoing significant transformation and change and you will play a key part in enabling, coaching and developing your team to adapt and thrive to deliver an exceptional customer service.

 This is a key role within this organisation. The main remit for this role is to manage the day to day delivery of customer service in a high volume, changing environment, helping implement change and transformation, and up skilling your advisors to develop a truly multi skilled team.

As a hands-on Team Manager you will be great with people and the development, growth and engagement of your team. Through 121’s and coaching, you will help the team thrive and adapt to deliver a great customer experience.  

Where necessary you will deal with any escalated issues for both the team management and customer complaints.
  • Provide direct line leadership and management of the team
  • Empower the team through training and development and execute outstanding customer service
  • Help implement and support short and long term change plans whilst ensuring quality standards and continuous improvement is delivered
  • Working closely with internal and external stakeholders

The team will be working 8am to 8pm on a 6 day working week, so some shifts and flexibility will be required to ensure the hours are covered with your colleagues.

We are looking for a strong experienced Team Manager/Team Leader, within a customer service environment. An individual with a great deal of people and customer skills.

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.
Aug 16, 2019
Resource Planning Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJPF1270a

Job Title: Resource Planning Manager

Location: Stoke on Trent, Staffordshire

Salary: £35,000 - £40,000 + 20% Bonus + Benefits

Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Specialist. Reporting directly to the Operations Manager, the main responsibility of this role is to manage the Resource Planning function for the Customer Support Team.

Some of the Responsibilities include:
  • Calculate resourcing levels within a complex, constantly changing customer operation so that customers consistently receive world class customer experiences from the operational teams.
  • Manage the creation, publishing and adherence to all relevant working schedules
  • Ensure operational shrinkage is well understood by all stakeholders and planned for.
  • Perform continual analysis of current performance and conduct real time re-forecasting to make necessary adjustments to resourcing plans.
  • Analyse resource information to identify trends and provide meaningful insight to the operation.
  • Analyse, review and communicate individual and team performance to ensure to adherence to schedules and work with stakeholders across the business to ensure this is sustained.
  • Seek to continually evolve all planning, forecasting and resourcing processes and systems, with an emphasis on service accessibility and quality.
  • Produce regular management reporting and presentations that supports key decision-making for headcount requirements, budget forecasting and project costing.

If you are interested to apply:
  • Instinctively service-orientated, you should be able to demonstrate a thorough knowledge and passion for Contact Centre and operational environments and the dynamics that impact operational performance.
  • Recent and demonstrable experience in planning, forecasting and resource optimisation in a customer operation or contact centre environment.
  • Attention to detail, high levels of numeracy, strong verbal and written skills and a creative style are essential for this role.
  • Ability to adapt forecasting and planning methodologies to a variety of inbound, outbound and back office operational functions.
  • The ability to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging environment.
  • Excellent reporting and presentation skills with a demonstrable expertise in Ms Excel and other analytical tooling.
  • A general understanding of Contact Centre Workforce Management scheduling systems would be highly desirable.

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.

 
Aug 15, 2019
Front-End Drupal Developer - Santa Monica
CallFire - Santa Monica
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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.

Overall Responsibility

We are looking for a Front-End Web Developer who is motivated to combine the art of design with the art of programming. It is a critical role, supporting and maintaining the Marketing websites for multiple brands. You will be working with the Marketing team, reporting to the Creative Director. The ideal candidate will be a motivated, team-oriented, independent thinker, who is looking to grow their skills, and has a desire to take on exciting new challenges.

Responsibilities will include translation of the UI/UX design wireframes to actual code that will produce visual elements of the application. You will work with the UI/UX designer and bridge the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works. 

Along with web development, you will assist with web speed optimization, search engine optimization and google tag manager maintenance.

 

Responsibilities:

� Collaborate with the Creative Team implementing their designs into responsive and content-rich web pages on the Drupal 8 CMS.
� Support the Marketing Team with SEO and web speed optimization requirements within Google Standards (Page Speed Insight / Lighthouse)
� Organize and maintain 3rd-party plugins/scripts via Tags/Trigger/Variable on GTM (Google Tag Manager)
� Assist with weekly marketing site releases on the Pantheon development platform.
� Manage timelines and meet project deadlines from project managers.
� Work closely with the Creative Director, Project Managers, & Senior Developers.

Skills And Qualifications:

� 3+ years of HTML5, CSS3, JS, jQuery & PHP development experience.
� Responsive web design/development knowledge (e.g. Flexbox, CSS Grid & Bootstrap 3/4).
� Experience with preprocessors and task workers (e.g. SASS and Gulp)
� Strong version control system understanding, preferably GIT.
� Experience working with and managing Drupal instances on Pantheon.
� Strong understanding of web speed optimization & SEO
� Experience with GTM (Google Tag Manager) & GA (Google Analytics)
� Competent skills in Photoshop and Illustrator and a strong attention to detail in implementing design
� Ability to work in a fast-paced, goal-driven environment
� Experienced in the Scrum Framework and practices
� Passion for quality engineering & persistent when it comes to problem-solving

Preferred Qualifications

� Advanced PHP and JavaScript skill sets.
� Experience with marketing tools (e.g. Hubspot, Zendesk, VWO)

Benefits
  • Fully paid medical, vision, dental and life insurance
  • Stock options
  • 401(k) plan
  • Paid vacation
  • Unlimited sick leave
  • Dog friendly office
  • And many more additional perks�


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1089430&&&nohd#job
Aug 15, 2019
Accounting - Doral
Inktel - Doral
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General ResponsibilitIes: Lead and manage day-to-day operations of the accounting team, including monthly and annual closing activities through adherence with GAAP, and internal policies and procedures.

Work Description:
  • Assist in overall functionality of the team to ensure productivity and engagement.
  • Maintain general ledger and prepare financial statements in accordance with GAAP.
  • Manage month-end closing cycles, including those with cross-department functions.
  • Manage treasury and cash flow functions.
  • Assist with year-end and other audits.
  • Assist in developing and designing business models to meet the needs of the business.
  • Assist with annual budget, and routine forecasting and projection activities.
  • Assist with capital expenditure financing, while seeking new opportunities.
  • Other projects as assigned.

Business Requirements:
  • Minimum of Bachelor of Accounting degree with at least six years of practical, hands-on experience in a service industry.
  • Masters in Accounting or MBA a plus.
  • Strong understanding and interpreter of GAAP, accounting theory, and internal control with an ability to implement innovatively.
  • Advanced MS Excel skills: pivot tables, v-lookups, use of macros, etc. with the ability to train others.
  • Ability to act and operate independently with strong problem-solving and troubleshooting skills.
  • Ability to develop business acumen in a fast-paced environment, and work cooperatively and collaboratively through all business functions to achieve objectives.
  • Excellent time management and organizational skills with the ability to train others with these skills.

Leadership Requirements:
  • Strong leadership and inter-personal skills to drive the team’s success and engagement.
  • Demonstrated and proven track record of professional development, coaching and mentoring of direct reports.
  • Highly detail-oriented and organized, with a strong commitment to assigned deadlines and promote same within team.

 

Salary & Benefits

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Source: https://rew12.ultipro.com/INK1000/JobBoard/JobDetails.aspx?__ID=*401486B07EDFC1DB
Aug 14, 2019
Collections & Retentions Director - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJHB1023

Job Title: Collections & Retentions Director

Location: North West

Salary: £80,000 - £100,000 per annum plus bonus and benefits

Job Type: Permanent

Are you an experienced Debt Collection and/or Customer Retention specialist?

Do you have experience in the delivery of debt strategy plans for existing businesses?

Are you experienced in B2B Collections?

Are you a professional people manager with an affinity for both operational and strategic areas of business?

We’re currently working very closely with a B2B services business who are looking to introduce a Collections and Retentions Director into their growing business.

Being an established organisation, the position will enable you to join the business with a strong, established team who are going from strength to strength.

The role will require you to:
  • Undertake a huge assessment of the business unit function and identify areas for improvements.
  • Create and implement a debt collection strategy for the organisation; targeting their more challenging areas of debt that has built up.
  • Create and implement a retentions strategy for the business; ensuring that existing customers remain, and any additional services required are offered.
  • Managing a six-figure budget, working closely with internal and external stakeholders in the recovery of debt.
  • Developing and progressing the team within the Retentions and Collections function through business growth and personal development.

You will ideally be:
  • Highly experienced in Debt Collection or Retention with proven experience of implementing strategies and business plans to improve the standing of the business unit.
  • An experienced people leader and manager, with both operational and strategic capabilities.
  • Able to make decisions autonomously whilst working with internal stakeholder to ensure that all business unit areas are aligned.
  • Experience in the Utilities or Telecoms industry is imperative for this position.
  • The role is a rare opportunity to join an established organisation within the B2B market who are developing their team within a growing market space.

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.

 
Aug 13, 2019
Complaints Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJHC4287

Job Title: Complaints Manager

Location: The Midlands

Salary: Up to £40k Salary

Employment Type: Permanent

I am looking for an innovative and modern thinking Complaints Manager, that can manage the function, driving Customer centric change, advocating best practise and creating a culture of excellence.

If you are a specialist in the complaints arena and are looking for a change and the opportunity to make a difference, then this role could before you!

Responsibilities:
  • Operational Leadership and day to day management of the customer complaints team
  • Implement compliant processes across the function, ensuring adherence with the regulator
  • Drive customer centric change within the team, promoting a ‘right first time’ mentality
  • Reduce customer complaints by cross functional working and root cause analysis
  • Use insight and MI to collaboratively drive performance
  • Identify training needs and then coach and mentor your team in line with the business culture and objectives

Key behaviours:
  • A strong Complaints Manager who can both manage and lead from the front
  • Customer centric and somebody who always looks for the best customer outcomes
  • Resilient through periods of transformation, and able to take customer service agents on a journey
  • Experience in a regulated environment

If you are interested in applying for this position, you will need to have a proven track record of working in a contact centre environment, in a management capacity.

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.

 
Aug 13, 2019
Content Manager - Santa Monica
CallFire - Santa Monica
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EZ Texting is the #1 SMS marketing software, setting the standard for business texting platforms. Founded in 2004, the company�s award-winning products allow businesses of all sizes to reach and engage their mobile audiences.

The Content Manager will play a key role on our Marketing team, translating the capabilities of our cloud-based SaaS platform in a compelling way. This person should have a passion for helping entrepreneurs and small- and medium-sized businesses market their companies successfully. 

The Content Manager position requires top-notch writing and editing skills backed by SEO tactics and a track record of producing successful marketing and branding content, from how-to articles and interviews to product micro-copy and CTA banners. The ideal candidate has the interpersonal and organizational skills necessary to work independently and be accountable for reaching their goals.

 Responsibilities:



  • Own the content strategy for EZ Texting�s blog. Write, edit, promote, and track blog content. Recruit and manage writers, thought leaders within the company, and industry influencers. Manage the content flow and editorial calendar for the blog. 



  • Create new customer support materials as well as evaluate and improve existing materials that teach users how to sign up for products, use the tools, troubleshoot issues, etc. Supervise the messaging tools (chat, Zendesk, CRM) needed to deliver customer messages.



  • Support management of the content platform and marketing site content, auditing and ensuring site content is kept up to date and on brand. You'll comply with SEO best practices, optimize copy for conversions, and collaborate with Design to relaunch a best-in-class marketing site.



  • Work with key stakeholders to develop customer service and sales content assets that educate users, prevent churn, streamline the customer journey, and improve sales conversions. 



Skills/Qualifications:



  • BA/BS required: Degree in Business, Marketing, Communications, Writing, or a related field highly preferred.



  • Minimum 8 yrs experience.



  • Writing and editing skills are critical.



  • 2+ years of technology/software marketing experience preferred.



  • Demonstrable SEO content strategy skills. 



  • Possess up-to-date skills in digital marketing, branding, social content, and copywriting.



  • Able to effectively establish and manage priorities.



  • Smart, flexible, and likes working in a fast-paced, entrepreneurial environment.



  • Proactive attitude and quick aptitude for learning new methods, strategies, and technologies.



  • Extensive experience with website management and using a CMS (like Wordpress). 



  • Strong knowledge of Excel/Google Sheets, project management software, PowerPoint/Google Slides.



  • Ability to use Adobe Photoshop or other image editing software. 



Benefits
  • Quarterly bonus, profit sharing, and incentives dependent on performance
  • Fully paid medical, vision, dental and life insurance
  • 401(k) Plan
  • Paid vacation
  • Unlimited sick leave
  • And many more additional perks�


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1109605&&&nohd#job
Aug 12, 2019
Content Producer - Santa Monica
CallFire - Santa Monica
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EZ Texting is the #1 SMS marketing software, setting the standard for business texting platforms. Founded in 2004, the company�s award-winning products allow businesses of all sizes to reach and engage their mobile audiences.

 

The Content Producer will develop multimedia and experiential content to translate the capabilities of our cloud-based SaaS platform through video, animated GIFs, screencasts, webinars, or digital audio files. This person should have an enthusiasm for consumer education and describing the intricacies of marketing, software, product development, and relevant industry news and research. 

 

The Multimedia Content Producer position requires the ability to tell a story that resonates across mediums and industries. Job responsibilities will be diverse and require writing (including but not limited to scriptwriting), video editing, digital recording and publishing on social platforms, developing basic video graphics, and creating some design assets like infographics and formatting PDFs. 

 

The ideal candidate has the interpersonal and organizational skills necessary to work independently and be accountable for reaching their goals.

 

 Responsibilities:

 


  • Create a robust library of videos and animated GIFs that demonstrate the customer benefits of the company�s technology and teach users how to sign up for products, use the tools, troubleshoot issues, etc. 

  • Execute video production � including securing locations, booking talent, storyboarding, writing scripts, video uploading and promotion �  for product demo videos, customer testimonials, branding videos, and more. 

  • Develop engaging, interactive content for social media, blog posts, consumer resources, downloadable lead magnets, and email campaigns, including video, edited product images, infographics, and animated GIFs. 

  • Partner with internal teams to produce compelling and on-brand content assets for presentations, key accounts, partnerships, and event collateral. 


Skills/Qualifications:

 


  • BA/BS preferred: Film, Communications, Marketing, or similar concentration. 

  • Minimum 3 yrs experience in visual/multimedia work. Must have experience working in digital marketing. 

  • Hands-on knowledge of Adobe Premier and/or Final Cut Pro.

  • Highly skilled in PhotoShop, AfterEffects, or other image editing software

  • Strong understanding of digital media, SEO, social media content strategy.

  • Able to effectively establish and manage priorities.

  • Smart, flexible, and likes working in a fast-paced, entrepreneurial environment.

  • Proactive attitude and quick aptitude for learning new methods, strategies, and technologies.


Benefits

 


  • Quarterly bonus, profit sharing, and incentives dependent on performance

  • Fully paid medical, vision, dental and life insurance

  • 401(k) Plan

  • Paid vacation

  • Unlimited sick leave

  • And many more additional perks�


 

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1109617&&&nohd#job
Aug 12, 2019
Technical Recruiter - Santa Monica
CallFire - Santa Monica
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EZ Texting, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, 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 a Contract Technical Recruiter in our Santa Monica office.

This temporary role will start ASAP and last for 2-3 months. There is some flexibility on schedule and number of hours (30-40/week). This individual will be responsible for Talent Acquisition and various Human Resources functions. 

RESPONSIBILITIES 

  • Partner with Sr Talent Acquisition Specialist in the recruitment process by assisting with the development of recruitment strategies, coordinating job postings, reviewing resumes, performing reference checks, conducting telephone interviews and meeting with hiring managers.
  • Manage relationship between HRIS 3rd Party and human resources team.
  • Use strong HRIS skills to stay abreast of system updates and make proper process updates within department.
  • Ability to create and evaluate reports from HRIS database.
  • Conduct successful roll-outs of new programs and procedures throughout the organization.

QUALIFICATIONS 
  • Excellent communication skills (verbal, written, and interpersonal)
  • Ability to work independently, and coordinate projects, prioritizing, and multi-tasking in a fast paced environment.
  • Proficient in Microsoft Office, (HRIS - ADP or ClearCompany ATS knowledge preferred)
  • Ability to display sensitivity, tact and responsiveness in various situations and maintain a high level of confidentiality

EDUCATION AND EXPERIENCE 
  • Bachelor�s Degree in Human Resources preferred
  • 3-5 years of relevant Technical Recruiting experience
  • Clear understanding of HR practices and legal requirements
  • Knowledgeable of federal, and state labor laws and guidelines for employers
  • Performance Management & employee relations problem solving and analytical skills, a plus
  • Demonstrated ability to research and analyze problems, provide feedback, and recommendations

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1109692&&&nohd#job
Aug 12, 2019
Collections Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJHB1022

Title: Collections Manager

Location: London

Salary: up to £60,000 per annum plus bens

Job Type: Permanent

A fantastic opportunity has arisen for an experienced Collections Manager to join a start-up within the Utilities sector.

Working on the creation and implementation of robust and structured processes and procedures, you will be responsible for taking a very hands-on approach in the initial months working in the position.

Having the opportunity to be a part of their accelerated growth plans, you will be building a team of advisors to work with you on their journey, with new customers joining on a day to day basis.

This role is pivotal in leading the direction of best practice within the business aligned with regulatory guidance, so experience of doing so in a previous role is paramount.

Responsibilities will include:
  • Implementing strong processes and procedures to ensure that the business is aligned with industry best practices to deliver the Collections function within the wider organisation.
  • Monitoring inbound and outbound Collections activities.
  • Establishing and maintaining strong stakeholder relationships.
  • Creating and implementing billing and debt collection processes.
  • Promoting customer engagement and experience within the remit of their products and services.

You will ideally be:
  • Able to demonstrate a track record in the B2C market for Customer collections, the implementation of customer technologies.
  • Of entrepreneurial spirit with a can-do attitude whereby you are happy to engage in a diverse range of tasks.
  • Excited by the challenge of a start-up environment and by the change and continuous improvement.
  • Ambitious, driven through self-motivation and resilient.

This is a fantastic opportunity for a proven individual to learn and grow and part of a dynamic start-up team.

All they’re looking for from you is the drive and enthusiasm to assist with the launch of the business, as well as the right attitude and aptitude to enhance this leading product into the luxury retail sector!

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.
Aug 7, 2019
Management Information Analyst / MI Analyst - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJPF1275

Job Title: Management Information Analyst / MI Analyst

Location Blackpool, North West

Salary: Up to £35,000 + Benefits

Employment Type: Permanent

My client is looking for a Management Information (MI) Analyst who will play an integral role in a new and exciting team. You will be responsible for Reporting and monitoring the operational performance and effectiveness of the operations.

Responsibilities include:
  • Report and monitor the operational performance and effectiveness of strategies
  • Collate, manipulate and analyse data to provide commercial insights
  • Delivering dashboards, reports, KPI’s and insights across a wide range of projects
  • Manage end-to-end strategic initiatives
  • Help to make data driven decisions

If you are interested to apply you will need:
  • Experience using SQL and BI Solutions
  • A proven ability to translate analytics insights into effective strategy
  • A strong commercial acumen
  • A self-starter attitude with good organisational skills
  • Technical background with ability to pick up new systems rapidly and regularly

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.

 

 
Aug 7, 2019
Front-End Developer - Santa Monica
CallFire - Santa Monica
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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.

Job Description

We are looking for a Front-End Web Developer who is motivated to combine the art of design with the art of programming. It is a critical role, supporting and maintaining the Marketing websites for multiple brands. You will be working with the Marketing team, reporting to the Creative Director. The ideal candidate will be a motivated, team-oriented, independent thinker, who is looking to grow their skills, and has a desire to take on exciting new challenges.
Responsibilities will include translation of the UI/UX design wireframes to actual code that will produce visual elements of the application. You will work with the UI/UX designer and bridge the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works. 
Along with web development, you will assist with web speed optimization, search engine optimization and google tag manager maintenance.




Responsibilities:


� Collaborate with the Creative Team implementing their designs into responsive and content-rich web pages on the Drupal 8 CMS.
� Support the Marketing Team with SEO and web speed optimization requirements within Google Standards (Page Speed Insight / Lighthouse)
� Organize and maintain 3rd-party plugins/scripts via Tags/Trigger/Variable on GTM (Google Tag Manager)
� Assist with weekly marketing site releases on the Pantheon development platform.
� Manage timelines and meet project deadlines from project managers.
� Work closely with the Creative Director, Project Managers, & Senior Developers.

Skills And Qualifications:

� 3+ years of HTML5, CSS3, JS, jQuery & PHP development experience.
� Responsive web design/development knowledge (e.g. Flexbox, CSS Grid & Bootstrap 3/4).
� Experience with preprocessors and task workers (e.g. SASS and Gulp)
� Strong version control system understanding, preferably GIT.
� Experience working with and managing Drupal instances on Pantheon.
� Strong understanding of web speed optimization & SEO
� Experience with GTM (Google Tag Manager) & GA (Google Analytics)
� Competent skills in Photoshop and Illustrator and a strong attention to detail in implementing design
� Ability to work in a fast-paced, goal-driven environment
� Experienced in the Scrum Framework and practices
� Passion for quality engineering & persistent when it comes to problem-solving

Preferred Qualifications

� Advanced PHP and JavaScript skill sets.
� Experience with marketing tools (e.g. Hubspot, Zendesk, VWO)

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1089430&&&nohd#job
Aug 7, 2019
Multi Channel Manager (Digital/Omni Channel Strategy Manager) - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJMA1822
Job Title: Multi Channel Manager (Digital/Omni Channel Strategy Manager)

Location: Kent

Salary: £38,000

Job Type: Permanent

This is an exciting role for an experienced digital/self-serve, dialler, or omni channel manager used to working in a fast-paced customer service function. The successful individual will help realise an excellent customer service proposition by implementing and managing a multi-platform, omni channel strategy and delivery.

 

As the Strategy and Channel Manager, you will take responsibility for managing and maintaining a multi-platform contact environment, tools and technologies including the Dialler, ACD, digital channels and contact/call flows.  

You will create, test and implement contact dialler strategies based on customer behaviours, demographics, dialler settings and data outputs in conjunction with devised strategies.

In addition, you will be required to analyse and filter data, report on performance, track success and make recommendations to improve strategy, inbound and outbound call management. Providing proactive leadership and insight to increase customer contact performance and outcomes.        

If you are interested in applying for this position you will need excellent communication skills, the ability to analyse data, identifying trends and improvements and previous experience managing a multi-channel, or omni channel customer contact environment.

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.
Aug 2, 2019
Operations Manager / Customer Service Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJKG1293

Job Title: Operations Manager / Customer Service Manager

Location: Stoke (Staffordshire)

Salary: £40k to £50k plus excellent bonuses and benefits

Employment Type: Permanent (shift patterns are during Monday to Sunday – 40 hours

a week)

This is a fantastic opportunity to join an award winning, fast-paced, energetic and innovative company. You will report to the Head of Customer Operations. As the Operations Manager/Customer Service Manager you will need to have outstanding people leadership and management skills as well as being able to provide outstanding customer service whilst changes and transformation are in process.

Responsibilities:
  • Reviewing daily analysis and looking at trends and behaviours
  • Work closely with the senior management team in integrating this new team with the wider business and functions
  • Focus on continuous improvement mechanism to provide long term resolutions
  • Plan, organise and deliver best coverage for a 24/7 operations
  • Ensure the team are working to KPI’s, SLA’s and the regulatory guidelines

This role would suit an experienced Customer Service Manager/Operations Manager or someone that has recently stepped up to a Head of Customer Service or Head of Operations role. Working for a tech savvy/digital organisation is 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.

 

 
Aug 2, 2019
Data Analyst - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJPF1273

Job Title: Data Analyst

Location Warwickshire, West Midlands

Salary: Up to £30,000 + Benefits

Employment Type: Permanent

My client is looking for a Data Analyst who will play an integral role in a new and exciting Growth Team. You will be responsible for organising customer records and executing campaigns for direct mail, web, emails, PPC and call centre activity. You will be required to assist in the delivery of targeted, personalised and relevant growth campaigns and evaluate using data analysis and insight. You will measure campaign effectiveness to support ROI, sales, plan counts and uplifts in key KPI’s.

Some of the Responsibilities include:
  • Ensuring the integrity of customer records through following internal QA processes including suppression’s and data troubleshooting, identifying issues and risks
  • Analyse and interpret data to identify opportunities e.g. sales, cross-sell, loyalty and retention
  • Development and management of integrated and GDPR compliant marketing campaigns to drive the sales of protection plans
  • Generate record sets for campaigns to maximise relationships and retention of existing plan customers
  • Full ownership of all campaign reporting and analysis of behaviour and commercial performance

If you are interested to apply:
    • Highly data literate and understanding of campaign performance metrics
    • Attention to detail and process orientated
    • A high proficiency with Microsoft Excel, Access or another relational database software
    • Experience of performing data analysis in a commercial environment
    • Desire to think what it can be, and not be constrained by current ways of working
  • Ability to manage multiple tasks simultaneously and meet deadlines
  • Knowledge of HTML, CSS, Javascript and SQL is desirable
  • Experience of advanced analytic tools (e.g. MS Azure) and with creating queries in Cognos BI, Power BI and/or Movex would be advantageous
  • Knowledge of Google Analytics and coding in SQL and Python is desirable

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.

 

 
Aug 1, 2019
Head of Learning & Development – Head of Training - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJJM1234

Role: Head of Learning & Development – Head of Training

Location: London – SOUTH EAST

Salary: Up to £60k plus bonus and benefits

Employment Type: Permanent role

An excellent opportunity has arisen within a well-established company based in the South East who are looking to recruit a Head of Learning & Development – Head of Training professional for their contact centre and wider business.

The successful candidate will be really focused on improving the knowledge and skills of the Contact Centre and be able to deliver comprehensive training to both new starters and upskilling existing staff.

The aim of the role of is to provide a training and management support function for the contact centre and wider organisation. You will create and deliver training programmes for new and existing members of the organisation to improve their knowledge and skills in dealing with a number of disciplines in a regulated industry. You will monitor and coach colleagues to achieve targets and work closely with the managers and their colleagues to identify gaps in knowledge and responding with coaching support. You will also identify training needs and planning programmes. The ideal candidate will have the ability to think outside of the box and be able to regularly review and improve and update training material. The role will include handling administration, for example: completion of management duty rota.

The successful candidate will have:
  • At least 12 months training or leadership experience within a contact centre environment.
  • Experience of managing people and be able to lead and motivate others to deliver excellence in customer service.
  • Excellent organisational skills.
  • Excellent time management skills.

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.

 
Aug 1, 2019
CRM Strategy Planning Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJEM1017

Job Title: CRM Strategy Planning Manager

Location: Luton

Salary: up to £45,000 plus & Benefits

Employment Type: Permanent

This is an excellent opportunity for an experienced CRM Strategy Planning Manager to join a well-established CRM and Ancillaries team based in Luton. They are looking for someone who will be responsible for accelerating ancillary revenue and CRM digital transformation across the Group.

Responsibilities include:
  • The articulation of the CRM and Ancillary strategy
  • Leading a 5-year planning process for CRM and Ancillaries
  • Working with key stakeholders to create content
  • Co-ordinate the CRM and Ancillary governance process
  • Supporting the development of the overall group CRM and Ancillaries strategy

Experience required:
  • Comfortable working in a large pan European business, where some travel will be required
  • Strategic thinker
  • Strong PowerPoint and Excel skills
  • Previous CRM Manager experience
  • Ability to speak either German, French or Dutch would be desirable but not essential

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.

 
Jul 31, 2019
Head of CRM and Marketing - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJEM1016

Job Title: Head of CRM and Marketing

Location: Luton

Salary: up to £90,000 plus & Benefits

Employment Type: Permanent

This is an excellent opportunity for an experienced Head of CRM and Marketing to join a well-established CRM and Ancillaries team based in Luton. They are looking for someone who will be responsible for leading the CRM and Marketing digital transformation across the group.

Responsibilities include:
  • Business Lead for the Group Marketing platform
  • Defining business needs and working closely with the Technology team
  • Transitioning the focus from traditional to digital and programmatic marketing to delivery a truly omni-channel marketing capability
  • Leading a team of Senior Product Owners, Business Analysts and Campaign Planning
  • Lead the development of the overall Group CRM marketing strategy
  • Lead and develop the overall customer contact strategy and plan
  • Lead the Centres of Excellence teams

Experience required:
  • Someone who has worked in a large pan European business previously
  • Proven and significant experience in leading business transformation
  • Strong leadership skills
  • Significant experience of developing data-driven and automated marketing and CRM programmes
  • Good technology understanding
  • Ability to speak German, French and Dutch would be desirable but not essential

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.
Jul 31, 2019
Resource Planning Analyst - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJPF1274

Job Title: Resource Planning Analyst

Location : Lancashire, North West

Salary: Up to £27,500 + Benefits

Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will play an integral role in a growing planning team. You will be responsible for Creating effective resource plans. You will Analyse data, recommend strategy and build forecasts based on volumes and average handling times.

Some of the Responsibilities include:
  • Work collaboratively to ensure data & resources are applied to optimise capacity such as economic and seasonal trends, regulatory changes and historical patterns
  • Back office resource planning, forecasting, model production & monitoring to provide accurate resource forecast to minimise cost & maximise revenue
  • Proactively work with clients to set resource plans based on forecasts so service levels are achieved
  • Produce & analyse resource and capacity based MI
  • Proactively identify performance challenges & propose remedial actions
  • Organise, prioritise & delegate workloads effectively, ensuring work is accurate and timely everyday
  • Work closely with stakeholders ensuring you are the subject matter expert for resource planning related processes, promoting buy in and understanding
  • Ensure you remain compliant and adhere to all company policies and regulations
  • Monitor effectiveness of resource plans, apply learnings to forecast models
  • Proactively intervenes in the event of issues arising when plans are live and uses mitigating action where appropriate

If you are interested to apply:
  • Previous experience of working in a similar role
  • Forecasting and capacity management experience
  • Good communication & interpersonal skills at all levels
  • Ability to assimilate data and provide recommendations
  • Intermediate to expert in Excel, good knowledge of MS packages
  • Knowledge of WFM tools and how they are applied within the business
  • Knowledge IVR call routing

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.

 

 
Jul 31, 2019
Collections Team Manager - Lichfield
Douglas Jackson - Lichfield
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Job Reference: DJJM1233

Job Title: Collections Team Manager

Location: Blackpool – North West

Salary: £24k + up to 20% bonus

Employment Type: Permanent

An opportunity for an experienced Collections Team Manager to take responsibility for the collections operation for a multi-channel, digitally aligned and rapidly growing organisation.

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 Collections, 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 Collections 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 Collections Team Manager, working with a team of collection advisors to develop an improved collections department 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.

 
Jul 30, 2019
Operations Director Contact Centre - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJMA1821
Job Title: Operations Director Contact Centre
Location: Permanent relocation required to Barcelona (English speaking role)
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience base, bonus, benefits, small relocation package.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to Barcelona. Barcelona is a vibrant, cosmopolitan city and coastal location with an expat tax of 24% available for up to the first six years. A great exciting, fast paced demanding role, in a fantastic location.

The role of Operations Director will be responsible for the performance of the Contact Centre, ensuring that productivity, service levels and quality outcomes are consistently delivered to identified client expectations. Ensuring the smooth running of the operational support functions; Training, Recruitment, Facilities, Planning, MI and IT departments.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams. You will be used to managing a P&L and developing influential relationships with internal and external stakeholders. developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

Working with peers and managing your heads of departments and support functions, you will ensure service delivery, quality, training levels and response across all contact channels.

You will work with the Managing Director and peers to determine call centre operational strategies, conduct in depth analysis across all functions and develop initiatives which will drive performance across people, process, tools and technology to drive continuous improvement and deliver state of the art and best in class operational performance.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full responsibility for operational strategy.

If you are interested in applying for this position, you will need to have proven Head of Operations, Operations Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

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.
Jul 30, 2019
Reporting Analyst - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJEM1015
Job Title: Reporting Analyst
Location: Surrey
Salary: up to £28,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experienced Reporting Analyst to join a well-established Customer and Network Support team based in Surrey. They are looking for someone who can support the team leader with analysis and reporting.

Responsibilities include:
  • Providing analysis and reports to the team leader
  • Building dashboards and presentations to report on Customer satisfaction, Voice of the customer and productivity
  • Design and develop metrics, reports and analysis to drive key business decisions
  • Ad-hoc providing operational support to the CANs team during busy periods

Experience required:
  • Ability to communicate at all levels in the business
  • Strong excel skills
  • Experience using Analytical tools
  • Desirable experience with Service now

Overall, someone that has come from a reporting and analytical background who still has the communication skills to be able to deliver their findings across to board.

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.

 
Jul 29, 2019
Inside Sales Specialist - Austin
CallFire - Austin
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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=1052592&&&nohd#job
Jul 23, 2019
Head of Customer Service / Customer Service Manager - Lichfield
Douglas Jackson - Lichfield
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Job Ref: DJKG1290

Job Title: Head of Customer Service / Customer Service Manager

Location: Warwickshire (with travel to with travel to London and Swindon

Salary: £50k to £60k (car allowance of £4500)

Employment Type: Permanent

This is a fantastic opportunity for an experienced Head of Customer Service or experienced Customer Service Manager to join a well-established logistics and distribution company who are going through significant transformation.

This role reports to the Director of Customer, with the focus around development and delivery of their ongoing Customer Service Strategy.

As the Head of Customer Service or Customer Service Manager some of your responsibilities with be:
  • Create a vision and strategy across multiple customer service centres
  • Be accountable for the proactive engagement of the SME clients, reducing churn and attrition
  • Monitor KPI’s to ensure customer expectations are met
  • Improve quality levels across various sites
  • Work closely with the Director of Customer through the transformation strategy

This position would suit a Customer Service Manager who is looking for a step-up or a Head of Customer Service that has recently moved into this post or has been seconded to this position. You will need to have managed multiple sites with approximately 100fte and be able to travel to sites in the South West, London and Scotland.

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.

 
Jul 22, 2019
Content Specialist - Santa Monica
CallFire - Santa Monica
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EZ Texting is the #1 SMS marketing software, setting the standard for business texting platforms. Founded in 2004, the company�s award-winning products allow businesses of all sizes to reach and engage their mobile audiences.

Reporting to the Director of Content Marketing, the Content Specialist will play a key role on the Marketing team, translating the capabilities of our cloud-based SaaS platform in a compelling way. This person should have a passion for helping entrepreneurs and small- and medium-sized businesses market their services successfully. 

The Content Specialist position requires top-notch writing and editing skills backed by a track record of executing multiple types of marketing and branding content, from articles and interviews to videos and infographics. The ideal candidate has the interpersonal and organizational skills necessary to work independently and be accountable for reaching their goals.

 Responsibilities:



  • Own the content strategy for EZ Texting�s blog. Write, edit, promote, and track blog content. Recruit and manage writers, thought leaders within the company, and industry influencers. Manage the content flow and editorial calendar for the blog. 



  • Assist development of content for the marketing site, events, and consumer-facing content pieces like ebooks and playbooks that educate users and tell our brand story across various mediums.



  • Partner with internal teams to produce compelling and on-brand copy for presentations, key accounts, partnerships, and event collateral. 



  • Work with PR team to create and promote content to generate brand awareness and project a positive brand image.



  • Develop content for email campaigns, including downloadable resources, infographics, and animated GIFs. 



  • Assist in video production � including securing locations, booking talent, storyboarding, writing scripts, video uploading and promotion �  for product demo videos, customer testimonials, informational videos, and more. 



Skills/Qualifications:



  • BA/BS required: Degree in Business, Marketing, Communications, Writing, or a related field highly preferred.



  • Minimum 5 yrs experience.



  • Writing and editing skills are critical.



  • 2+ years of technology/software marketing experience preferred.



  • Understanding of SEO basics as pertains to content creation. 



  • Possess up-to-date skills in digital marketing, branding, social content, and copywriting.



  • Able to effectively establish and manage priorities.



  • Smart, flexible, and likes working in a fast-paced, entrepreneurial environment.



  • Proactive attitude and quick aptitude for learning new methods, strategies, and technologies.



  • Experience with web publishing and using a CMS (like Wordpress). 



  • Strong knowledge of Excel/Google Sheets, project management software, PowerPoint/Google Slides.



  • Ability to use Adobe Photoshop or other image editing software.



Benefits
  • Fully paid medical, vision, dental and life insurance
  • 401(k) Plan
  • Paid vacation
  • Unlimited sick leave
  • Dog friendly office
  • And many more additional perks�


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1080103&&&nohd#job
Jul 17, 2019
Talent Acquisition Specialist - Santa Monica
CallFire - Santa Monica
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EZ Texting, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, 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 a Contract Talent Aquisition Specialist in our Santa Monica office.

This temporary role will start ASAP and last for 2 months. There is some flexibility on schedule and number of hours (30-40/week). This individual will be responsible for Talent Acquisition and various Human Resources functions. 

RESPONSIBILITIES 

  • Partner with Sr Talent Acquisition Specialist in the recruitment process by assisting with the development of recruitment strategies, coordinating job postings, reviewing resumes, performing reference checks, conducting telephone interviews and meeting with hiring managers.
  • Manage relationship between HRIS 3rd Party and human resources team.
  • Use strong HRIS skills to stay abreast of system updates and make proper process updates within department.
  • Ability to create and evaluate reports from HRIS database.
  • Conduct successful roll-outs of new programs and procedures throughout the organization.

QUALIFICATIONS 
  • Excellent communication skills (verbal, written, and interpersonal)
  • Ability to work independently, and coordinate projects, prioritizing, and multi-tasking in a fast paced environment.
  • Proficient in Microsoft Office, (HRIS - ADP or ClearCompany ATS knowledge preferred)
  • Ability to display sensitivity, tact and responsiveness in various situations and maintain a high level of confidentiality

EDUCATION AND EXPERIENCE 
  • Bachelor�s Degree in Human Resources preferred
  • 3-5 years of relevant Recruitment experience
  • Clear understanding of HR practices and legal requirements
  • Knowledgeable of federal, and state labor laws and guidelines for employers
  • Performance Management & employee relations problem solving and analytical skills, a plus
  • Demonstrated ability to research and analyze problems, provide feedback, and recommendations

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1077510&&&nohd#job
Jul 12, 2019
Digital Marketing Specialist - Santa Monica
CallFire - Santa Monica
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EZ Texting is looking for a motivated, results-driven Digital Marketing Specialist to support digital marketing initiatives and drive revenue through successful execution of marketing strategies and activities that support lead generation. The ideal candidate thrives in a data-driven environment and has a bias towards action, with outstanding organizational and communication skills and precise attention to detail. This position is critical to EZ Texting�s success, and is perfect for someone who wants to work hard while being part of a dynamic, startup-like culture.

Responsibilities:

  • Execute end-to-end multichannel marketing campaigns and webinars to create marketing qualified leads, to drive sales opportunities and ultimately revenue.

  • Increase customer engagement across multiple channels

  • Assist with the management of all digital marketing campaigns including display, content syndication, and review sites

  • Assist with the ideation and execution of A/B testing and conversion path optimizations to improve funnel conversion rates

  • Partner with content and creative services to craft compelling messaging and build effective content marketing and content syndication campaigns that increase awareness, generate leads and drive conversion

  • Maintain alignment with integrated marketing calendar to ensure campaigns are consistent with department and business objectives

  • Work cross-departmentally to ensure effective audience targeting, successful campaign launch and optimization, and accurate measurement of campaign performance

  • Create and maintain regular reporting on overall channel performance and individual campaign analytics

  • Research and make recommendations on new channels to drive leads across our core verticals

 

Qualifications:

  • 1 - 3 years of marketing experience

  • BA/BS preferred

  • B2B marketing experience a plus (fast-paced, startup tech environment)

  • Highly organized with excellent communication skills, both written and verbal

  • Strong individual contributor and self-starter

  • Highly collaborative

  • Proven ability to manage and optimize marketing campaigns
  • Experience with Google AdWords, Google Tag Manager and Google Analytics
  • Experience with marketing automation tools (HubSpot) is a plus 
  • Understanding of direct marketing KPIs

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1078762&&&nohd#job
Jul 11, 2019
Client Success Manager - Austin
CallFire - Austin
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The Client Success Team is EZ Texting's connection to the customer, communicating via phone and email to ensure that we exceed every customer�s expectations, and acting as an ambassador of all EZ Texting brands. The Client Success Team is also responsible for taking a consultative approach to the customer relationship, educating them on the best way to utilize our solutions, and proactively identifying and closing revenue opportunities that provide additional value for our customers over time.

Your Responsibilities
  • Solution Oriented: Think independently and critically, to build more proven value faster for both the customer and EZ Texting.
  • Customer Training: Develop and maintain deep expertise of all EZ Texting branded products. Help customers plan and understand the best way to utilize our products based on the customer�s business needs or business plans.
  • Customer Retention: Engage with customers who have indicated a desire to cancel or downgrade their subscription, listen to their feedback, communicate the value of remaining a EZ Texting customer, and go the distance to create win/win solutions for them to remain on-board.
  • 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 driving high-quality customer service resulting in meeting or exceeding the monthly goals and revenue metrics. Successful track record in meeting and exceeding goals in prior roles (preferably in an account management, sales, or in a revenue focused performance role).

Required Skills: 
  • Excellent educator
  • Strong work ethic
  • Highly degree of emotional intelligence
  • Great communicator
  • Proficient Microsoft Office Suite (Excel + PowerPoint)
  • Knowledge of customer success practices
  • Technical aptitude and ability to learn

Qualifications: 
  • Bachelor's degree, or relevant years of experience
  • Strong technical proficiency
  • Exceptional written and verbal communication
  • Strong analytical and critical reasoning skills
  • Ability to learn new concepts and technologies quickly

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=1083614&&&nohd#job
Jul 9, 2019
Receptionist - Doral and Indianapolis
Inktel - Doral and Indianapolis
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Can you make the cut? Inktel selects only the best and the brightest to be a part of our cutting-edge organization. We surround ourselves with a team of forward-thinking professionals who aren’t afraid to push the limits. You’ll find that we value:
  • Fearlessness. We’ll expect you to be a leader who is prepared to develop and oversee ambitious projects – without asking for permission.
  • The will to overcome challenges. Our high-energy environment is constantly growing, so challenges are a daily occurrence. You’ll need to clear the hurdles by making split-second decisions and adapting at a moment’s notice.
  • Entrepreneurship. Because we’re never satisfied with just “good,” we’re always on the lookout for the innovation to move our business forward. Our people channel their creativity to get us from “good” to “great.” We know that these qualities are hard to come by. That’s why we’ll give you the tools you need to drive your capacity for growth and energy forward:
  • Freedom. Who has time to deal with excessive bureaucracy? We focus not on red tape, but on results.
  • Interaction with ALL levels of our organization. One moment you’ll be brainstorming with a colleague; the next, you’ll be working on a project with one of our senior executives. We foster open dialogue between our employees.
  • Brilliant colleagues. Interacting with such talented, passionate people will motivate you to reach your professional potential.
  • An amazing community. Miami is “One of the Happiest Cities to Work in” (Forbes.com 2011); we live and work in paradise! If you’re inspired to join an industry trendsetter that will challenge and reward you, keep reading. We’re looking to work with you.

Our dynamic Operations Team is currently in search of a Receptionist.

JOB PURPOSE

The administrative duties of this position are vital to the effective operations of the company. Critical to success is high attention to detail, follow through, accuracy, communication, timeliness of work and organization. The employee shall be expected to use discretion in handling highly confidential information. Operate PBX or multi-line telephone system to answer incoming calls and directs callers to appropriate personnel by performing the following duties and principle accountabilities.

PRINCIPLE RESPONSIBILITIES 
  • Retrieves messages from voice mail and forwards to appropriate personnel.
  • Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
  • Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
  • Answers questions about organization and provides callers with address, directions, and other information.
  • Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
  • Monitors visitor access and authorizes access to the operation’s floor when required.
  • Updates availability calendar for conference(s) room.
  • Receives, sorts, and routes mail, and maintains and routes publications.
  • Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes.
  • Creates and prints fax cover sheets, memos, correspondence, reports, and other documents when necessary.
  • Assist other departments with administrative support and data entry.
  • Performs other clerical duties as needed, such as filing, photocopying, scanning, collating and working knowledge of preparing UPS/Fed Ex Packages.
  • Knowledge of updating plasma slide decks for all Doral monitors.
  • Knowledgeable of lunch menus, local restaurants, hotels and entertainment options.
  • Knows how to order or find office supplies, EOM plaques, etc.
  • Add Knowledgeable of Event planning; lunch/catering orders, hotels and entertainment options.

KNOWLEDGE, EXPERIENCE, QUALIFICATIONS AND SKILL REQUIREMENTS 
  • Oral Communication – Speaks clearly; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Language Skills – Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Working knowledge of business English, punctuation, spelling, arithmetic and general office
  • Reliable attendance track record, ensuring work responsibilities are covered when absent.
  • Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Computer Skills – Knowledge of Internet software; Microsoft Office products such as Word, Excel and Power Point.
  • Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Planning/Organizing - Uses time efficiently; Plans for additional resources.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities
  • Reasoning Ability – Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Applies good problem solving skills.

Salary & Benefits:

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.

Source: https://rew12.ultipro.com/INK1000/JobBoard/JobDetails.aspx?__ID=*DAE292D5E57376C6
Jul 5, 2019
VP of Client Services - Miramar
Inktel - Miramar
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Are you a game changer?

Are you the kind of executive who has made a lasting and positive impact on the organizations you’ve been a part of?

Do you want to join a company that welcomes world-class talent, high integrity, a commitment to excellence and progressive management ideas?

If you can honesty answer “yes” to the above and demonstrate it, then we want to meet you.

Here’s what we’re looking for:

Inktel selects only the best and the brightest to be a part of our award winning culture. We surround ourselves with a team of forward-thinking professionals who aren’t afraid to push the limits. We value people who embody our corporate values - “S.T.R.I.V.E.”

• Service – Demonstrates strong commitment to meeting the needs of co-workers, management, clients, and community service projects.

• Tenacity – Consistent reward of passionately striving to achieve results. Conveys strong need to win. Reputation for not giving up.

• Responsibility – Takes accountability for all work activities and personal actions; follows through on commitments.

• Integrity – Iron clad. Does not ethically cut corners. Earns trust of co-workers. Puts organization above self-interests.

• Versatility – Capable of adapting to various tasks; wears many hats.

• Entrepreneurship – Recognizes opportunities for the program they are in, or in current/new products/services. Consider them in a businesslike manner and takes action; takes risks and achieves a business advantage.

If you’re inspired to join an industry trendsetter that will challenge and reward you, keep reading. We’re looking to work with you.

Our dynamic Client Services Team is currently in search of a Vice President of Client Services. This position will report directly to our President and Chief Operating Officer.

Responsibilities of the Vice President of Client Services:
• Develop and mentor the account executives in the Client Service Department
• Work effectively with your peers in the various business units of the company
• Be an effective advocate for our clients within the company
• Be an effective advocate for the company with our clients.
• Manage multiple projects simultaneously, including new client launches, coordinating training sessions, holding monthly and quarterly business reviews, managing daily team huddles, participate in daily conference calls, and negotiate agreements.
• Be responsible for approving and ensuring the accuracy of our company’s client billings.
• Participate in new and existing client presentations with the Business Development team.
• Determine the strategic direction of the Client Services organization to ensure efficient and effective delivery of optimal service to the client base and to ensure the consistent execution of a world class customer service.
• Set department goals and provides guidance to the Client Services team to successfully achieve these goals.
• Interface with clients to develop and execute strategies and plans to meet clients’ business objectives.
• Share with the executive team key client opportunities, potential risks, and issues that might impact the health of the overall account and/or the company as a whole.
• Effectively manage a team of Account Executives in a fast-paced, error-free environment.
• Develop strong business relationships with high profile, high revenue clients to ensure a strong, long-standing relationship.
• Develop and aligns workforce strategies to address key business plans and facilitate organizational change initiatives.
• Establish quality and efficiency standards in all areas of responsibility and ensures that these standards are measured and reviewed on an ongoing basis.
• Facilitate opportunities to deepen the client relationship through partnership and solution building
• Manage and control the Client Service department's expenses and budget.
• Establish clearly defined department and individual goals and objectives and communicates these to team through department meetings and performance planning.
• Grow team in size and skills while maintaining efficiency and improving client satisfaction levels.
• Plan and manages at both the strategic and operational levels.
• Negotiate contract renewals including fees and performance guarantees.
• Provide input and guidance regarding appropriate and effective pricing for new and existing service offerings.
• Serve as an active member of the Executive team and provide strategic input at the company’s management meetings.

Requirements:
• Must be able to demonstrate ability to hire and develop a team and build a highly effective department.
• Strong personal and professional business network
• Credible professional references
• 10+ years of business executive experience
• 5+ years of senior management experience
• 5+ years of experience managing multiple “high touch” clients
• Bachelor’s Degree
• Strongly Preferred: Call Center or Customer Service Industry or Experience

Essential Competencies:
• Ability to multitask and thrive in a fast-paced, high-pressure environment
• Excellent written and oral communication skills and excellent presentation skills
• Excellent Project/Program Management Skills
• Demonstrated ability to manage corporate clients
• Ability to hire, develop, and manage a team
• Detail-oriented and organized
• Ability to lead, motivate, and inspire a diverse group of people
• Adaptive and flexible
• Assertive with a strong sense of urgency
• Innovative with a strong ability to think “outside the box” to find solutions to problems.
• Demonstrate intellect and curiosity
Salary & Benefits:
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, paid time off, and an excellent 401K plan.

Source: https://rew12.ultipro.com/INK1000/JobBoard/JobDetails.aspx?__ID=*1EF1ED242CA27CC7
Jul 5, 2019
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