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Resource Planning Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1245

Job Title: Resource Planning Manager

Location: Derby, Nottingham, Sheffield

Salary: £40,000 per annum

Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to make the planning function their own. You will manage a small team of specialists to ensure that the right people are in the right place at the right time and ensure excellent customer service can be achieved at all times.

Some of the Responsibilities include:
  • Accountable for the forecasting and scheduling of resource for the contact centre, ensuring KPI’s and SLA’s are met on a daily, weekly and monthly basis.
  • Responsible for the execution of the contact centre scheduling and demand management plan each day.
  • Support the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.  
  • Produce and develop MI/BI reports

 

If you are interested to apply:
  • An understanding of customer service and contact centre methodologies and processes
  • Previous operational within a large scale multi-site contact centre
  • Previous experience in both a hands on Planning and MI business analyst role
  • Strong Excel experience
  • Working experience of using a WFM tool

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.

 

 
Feb 21, 2019
Inbound Reps needed for Access Worldwide & PODS - Augusta
Access WorldwideAugusta
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Access Worldwide & PODS

 
 
We are looking for 12-15 agents who are responsible for assisting customers with their moving and storage needs via a consultative service process.  Coordinates the scheduling of customer events and updates to customer records, providing timely service solutions in an efficient manner without sacrificing the customer experience.  Takes inbound calls from customers, and makes outbound calls as necessary.  Support the Sales Team on overflow sales volume as necessary.  Provide customer with a “world class experience”, regardless of whether they use our service or not.

Access Worldwide offers a very competitive starting wage, a strong commission plan, along with great sales incentives. We offer a fun work atmosphere with opportunities for career advancement. 

We are looking for English speaking as well as French speaking customer service reps!!

Hourly Wage: 
$12.00 / hour + commission

Training Start Date:
March 11, 2019

Training Hours:
Monday - Friday 9:00 am - 5:30 pm (14 business days)

Production Schedule (schedules will fluctuate day to day):
Days of operation: Monday - Sunday
Hours: Monday - Friday w/ Rotating Sunday 1:00 pm/1:30 pm - 9:30 pm/10:00 pm

Principal Duties and Responsibilities: 
  • Build rapport with customers and create a comfortable environment for the customer that will enable them to have a dialogue with you about their service-related issue.
  • Use probing questions to help the customer understand their needs and provide a solution to meet those needs.
  • Coordinate the scheduling and fulfillment of PODS products and services to current customers.
  • Support the sale of add-on containers to existing customers, and/or the sale of new containers to new customers who are routed to Service.
  • Accurately represent available service options and essential requirements that lead to the correct outcome for each customer inquiry.
  • Acts as the customer’s advocate in solving their service-related issues.
  • Maintain composure and use proper de-escalation techniques when handling stressful situations.
  • Achieve productivity standards and goals while maintaining the highest level of customer service.
  • May perform other duties and responsibilities as assigned MANAGEMENT & SUPERVISORY RESPONSIBILITIES 
Education & Professional Certifications: 
High school diploma or equivalent experience. 

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

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

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

Source: https://accessww.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=11952241
Feb 20, 2019
Outbound Sales Reps Needed for Access Worldwide & Spectrum - Augusta
Access WorldwideAugusta
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Access Worldwide &





Spectrum 



 
 
We are looking for business to business outbound sales associates to sell telecommunications services (Internet / Telephone and Video Services).
 
As an Outbound Sales Associate, you will be responsible for identifying and servicing the needs of customers through making outbound sales calls, building rapport, and recommending new services to prospects and customers on existing accounts. 

Access Worldwide offers a very competitive starting wage, a strong commission plan, along with great sales incentives. We offer a fun work atmosphere with opportunities for career advancement. 

Hourly Wage:
$12.00 / hour + commission

Training Start Date:
March 18, 2019

Training Hours:
Monday - Friday 9:00 am - 5:30 pm

Production Schedule (one of the following):
Various Shifts Monday - Friday ranging from 8:30 am start - 6:30 pm end

Dimension & Scope: 
Interface with customers via outbound calls for the purpose of selling new services to prospects and customers on existing. 

Principal Duties and Responsibilities: 
  • Maintain a sales quota via providing a positive customer experience by making outbound sales calls to businesses located in different regions of the country.
  • During conversations with customers, you will need to be able ask appropriate discover questions to help identify new sales opportunities as well as opportunities to add additional accounts and services. 
  • Listen attentively to customer needs and concerns; demonstrate empathy. 
  • Clarify customer requirements; probe for and confirm understanding of requirements or problem.
  • Confirm customer understanding of the solution and provide additional customer education as needed. 
  • Prepare complete and accurate work and update customer file. 
  • Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. 
  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. 
  • Participate in activities designed to improve customer satisfaction and business performance. 
  • Occasionally use decision-support tools to answer questions. 
  • Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. 
  • Offer solutions to issues that are often non-standard/non-routine and require some clarification. 
  • Maintain broad knowledge of client products and services. 
 
Education & Professional Certifications: 
High school diploma or equivalent experience. 

Candidate Profile:
  • Minimum six months in/out-bound sales and/or call-center experience preferred. 
  • Proficient computer skills, including experience operating within a Windows environment and internet navigation skills. 
  • Ability to communicate in a clear and effective manner, both verbally and in writing. 
  • Ability to build rapport over the phone, being able to recommend and present solutions, and responding to customer concerns. 
  • Excellent customer service skills and the ability to adapt to customer situations.
  • Availability to work weekend shifts and other schedules based upon client need. 
  • Employment is contingent upon the results of a background and drug test. 
 
Environment, Physical & Other Requirements: 
  • Ability to perform light hand activity work at a computer/telephone station in an office environment. 
  • Position is primarily sedentary. 
  • May stretch or stand at workstation for short periods at employee’s option, as long as such activity does not detract from the employee’s work, or interfere with other employees. 
Benefits: 
  • Medical/Dental benefits after 60 days of employment
  • Vacation Accrual
  • Short Term Disability Insurance
  • Life Insurance
  • Direct Deposit available
  • On-site Fitness Center; FREE to employees
  • Business Casual Dress Code & Jeans Day on Monday & Friday
  • Excellent opportunity for growth
  • Referral Bonus's

If you meet the above minimum requirements and would like to be considered for this excellent opportunity please submit your resume' or application today for immediate consideration. 



Jasmine Carey
Human Resource Manager
Access Worldwide Communications
207-703-1021


jcarey@accessww.com

 

Source: https://accessww.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=11952238
Feb 20, 2019
Business Analyst -
Echo Managed Services
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Walsall, West Midlands


Closing date March 15th 2019



Salary Dependent upon experience
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37 Hours

1 Position Available


Echo Managed Services have led the development of utility billing software for over 15 years. With over one third of the UK’s water companies using our platform to generate bills and manage their customers, we have built a wealth of in-house knowledge and expertise.

Our focus in now on the future as we proudly launch Aptumo, our SaaS billing solution built in SalesForce that applies our expertise beyond water and outside of the UK.

As a successful candidate, you’ll be joining our UK implementation team reporting the Head of Product Change. Your time will be split between our Walsall HQ and clients' sites. With support from our product and data experts at our software development team in Noida you’ll be given the opportunity to learn everything we know about delivering Utility billing, software delivery and more.

After that, who knows where your career with Echo Managed services could take you?

Skills and Experience
  • Extensive Business Analyst experience, supported by a relevant qualification
  • Successful co-ordination of business analysts across multiple projects
  • Ability to act as a project lead to oversee and support project work streams as well as the wider project team
  • Working independently and remotely on clients' sites
  • Significant exposure to the UK water market, utility billing and SalesForce implementations
  • Self-starter able to lead the development of Business Analyst best-practice and processes
  • Clear ability to work and communicate with stakeholders at all levels up to director / chief
  • Strong attention to detail, and the ability to comprehend large complex systems quickly
  • Understanding of utility business customer service measures

Responsibilities
  • Responsible for the capture, interpretation, prioritisation and delivery of user stories / requirements and refinement of the client product backlog.
  • Become centre of knowledge for our core product, establish specific client requirements and identify product changes required to meet customer needs.
  • Understand current implementation processes and lead continuous process of the Business Analyst practice.
  • Accountable for the relevant business analyst team while on site including management of their workload, coaching and guidance.
  • Fully responsible for ensuring that solution design and software development leads to client satisfaction, maximising the value of the product for the client.
  • Timely issue resolution of issues in agreement with stakeholders.
  • Co-ordinating delivery of requirements across multiple locations (clients' sites, Walsall and Noida).
     

 

 

To apply for this role please send your CV to IWantToWork@echo-ms.com before the closing date.

 

Source: https://www.echo-ms.com/careers/business-analyst-3
Feb 19, 2019
Head of Digital and Change (Marketing) - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1207

Job Title: Head of Digital and Change (Marketing)

Location: London

Salary: Up to 100k + bens and bonus

Job type: 12 month fix term contract

An exciting opportunity for a Head of Digital and Change has presented itself, to work within an organisation undergoing a major Marketing and communications change and transformation programme!

This role would report into the Marketing Director and specifically look at the digital aspect of transformation and change within the marketing function. The organisation are looking to invest into their digital offering and achieve omni channel marketing.

The successful candidate must be able to evidence thorough experience within change and transformation specifically looking at user experience (UX), developing automation and website to give a more rounded positive digital marketing strategy.

Some responsibilities for the role will include:
  • Support the execution and delivery of corporate marketing strategy in line with company targets and objectives
  • Definition & execution of digital strategy, to align with business objectives
  • Creation of marketing channels to support the wider business to achieve their objectives and targets
  • Work closely with stakeholders and external agencies to ensure all projects are aligned and integrated, maximising impact and provide better results and return on investment
  • Ensure all marketing decisions are based on insight and aim to deliver on business criteria
  • Measure and report on the effectiveness of marketing communications outcomes to ensure value for money
  • Ensure all marketing communication delivers on the customer strategy, reflects the brand and makes commercial sense (improve customer satisfaction performance and NPS)

If you are interested in applying for this position you will need proven experience of achieving great results by leading a marketing function in a customer centric 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, 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 in to any discussions or offer any assistance regarding sponsorship.
Feb 15, 2019
Programme Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJRL1046

Job Role: Programme Manager

Job Type: Permanent

Location: Yeovil, Somerset, South West

Salary: Up to £50,000 + Excellent Benefits + Flexible part home working

A South West based not for profit charitable organisation are currently looking to recruit a Programme Manager who can build and maintain a clearly defined project management framework. This person needs to support and guide project managers across the organisation.

. This person needs to support and guide project managers across the organisation.

As Programme Manager you will be experienced with a great record of managing multi-disciplined projects in a dynamic environment. This is a new role which will provide an opportunity to establish a new approach towards enhanced programme oversight.

You will be proactive in your approach when providing timely and accurate MI programme reporting to the board ensuring all aspects of project management governance is in place.

The successful candidate will:
  • Be able to lead the development of a formal project management approach across the business, developing systems, tools, policies and an over-arching framework to ensure project management excellence.
  • Be able to provide advice, guidance and support to the project sponsor and project lead to ensure an effective project plan is developed.
  • Ensure accurate project management governance is in place with a single corporate oversight at any time in order that the status of any given project is transparent.
  • Be able to provide timely and accurate MI programme reporting statistics and status updates to the board as required.
  • Be able to identify and understand any opportunities, interdependencies and linkages between projects that could affect individual or overall delivery in order that there is effective project planning.
  • You will have excellent project and programme management skills with the ability to lead on projects and provide oversight on others.
  • Have the ability to build relationships across the business.
  • Have great communication skills and have the ability to engage stakeholders.
  • Have experience of successfully managing a PMO in a dynamic environment.
  • Have experience of building successful relationships with key project stakeholders.

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

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

Follow us on Twitter @callcentrejobs1

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

 
Feb 15, 2019
Payroll Specialist - Doral
InktelDoral
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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. 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 Payroll Specialist. 

 

Responsibilities:
  • Perform daily payroll department operations
  • Manage workflow to ensure all payroll transactions are processed accurately and timely
  • Reconcile multi-state payroll prior to transmission and validate confirmed reports
  • Understand proper taxation of employer paid benefits
  • Understand employer paid benefits
  • Process correct garnishment calculations and compliance
  • Time and attendance processing and interface with payroll
  • Process accurate and timely year-end reporting when necessary (W-2, W-2c, 1095-C, 401K compliance mailouts etc)
  • Prepare and process all necessary documentation and reporting for yearly 401K, payroll and WC Audits
  • Process workflow items through HRIS system in a timely manner (i.e, change of statuses, terminations, direct deposit changes and much more)
  • Develop ad hoc financial and operational reporting, as needed
  • Research and email appropriate audience of file issues

Requirements:
  • 2-5 years of experience processing payroll
  • Ability to work independently with little supervision
  • Working knowledge of payroll best practices
  • Strong knowledge of federal and state regulations
  • Strong PC skills including proficiency in Excel
  • Working knowledge of UltiPro preferred, but not required
  • Strong work ethic and team player attitude – no excuses
  • High degree of professionalism
  • Ability to deal sensitively with confidential material
  • Strong interpersonal (verbal and written) communication skills
  • Ability to communicate with various levels of management
  • Decision-making, problem-solving, and analytical skills
  • Organizational, multi-tasking, and prioritizing 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.

 

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=*074C8CE563DE0711
Feb 14, 2019
Forecasting Analyst - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1242

Job Title: Forecasting Analyst

Location: Midlands

Salary: £38,000

Employment Type: Permanent

As the Forecasting Analyst, you will Support the Operations ensuring they have the right people in the right place with the right skills, delivering a quality service that delights the customer. You will be responsible for Forecasting the Contact Centre demand.

Some of the Responsibilities include:
  • Conduct analysis of historical data
  • Produce forecast and capacity plans for a multi-channel Contact Centre
  • Monitor trending of average handling time (AHT) and real-time volume, making changes to the forecast as necessary

If you are interested to apply:
  • Intermediate knowledge of Microsoft Word and Excel
  • Experience with data analysis
  • Knowledge of forecasting methods and their applications
  • Understanding of Contact Centre Planning theory (Erlang and simulation) and how to apply that without the use of a WFM tool

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.
Feb 14, 2019
Forecasting Analyst - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1244

Job Title: Forecasting Analyst

Location South West/Midlands

Salary: £27,000

Employment Type: Permanent

As the Forecasting Analyst, you will Support the Operations ensuring they have the right people in the right place with the right skills, delivering a quality service that delights the customer. You will be responsible for Forecasting the Contact Centre demand.

Some of the Responsibilities include:
  • Conduct analysis of historical data
  • Produce forecast and capacity plans for a multi-channel Contact Centre
  • Perform basic modifications in the scheduling system of daily and weekly projected trends and volume
  • Monitor trending of average handling time (AHT) and real-time volume, making changes to forecasting as necessary

If you are interested to apply:
  • Intermediate knowledge of Microsoft Word and Excel
  • Experience with data analysis
  • Knowledge of forecasting methods and their applications
  • Understanding of Contact Centre Planning theory (Erlang and simulation) and how to apply that without the use of a WFM tool

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.
Feb 14, 2019
Resource Planning Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJPF1243

Job Title: Resource Planning Manager

Location South West/Midlands

Salary: £40,000

Employment Type: Permanent

 As the Resource Planning Manager, you will Support the Operational Strategy by ensuring the business has the right people in the right place with the right skill, delivering a quality service that delights the customer. You will manage the Resource Planning team to ensure delivery of long, medium and short term plans.

Some of the Responsibilities include:
  • Deliver an innovative workforce agility strategy that ensures optimal schedule effectiveness while also supporting enhanced employee satisfaction, minimisation of external attrition and delivering year on year Cost Per Minute reductions
  • Direct line management responsibility for Planning Specialists, delivering coaching and performance management on a regular basis, both face to face and using remote methods
  • Support the creation and delivery of alternative operating model scenarios covering two to five year window, including recommendations on resourcing, technology investment and location of services
  • Act as SME in the use of the company’s WFM tools, suggesting and driving future changes/enhancements

If you are interested to apply:
  • Extensive experience in WFM in a fast paced customer focused environment
  • In depth knowledge of WFM methodologies and technology
  • Strong working knowledge of management reporting tools and processes within the contact centre industry (ACD, CRM, e-mail etc.)
  • Advanced IT skills, specifically MS Excel
  • Excellent influencing and relationship building / interpersonal 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.
Feb 14, 2019
Financial Analyst, Financial Planning & Analysis - Santa Monica
CallFireSanta Monica
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EZ Texting�s financial analyst position is a great opportunity for a professional with a strong analytically driven background who thrives in a fast-paced, results oriented environment. The Financial Analyst role will be responsible for preparing key analyses surrounding the EZ Texting business and requires strong analytical and auditing capabilities for accurate financial reporting and presentations.

The individual must have strong oral and written communication skills and be comfortable in a data-driven company as they will be pulling and aggregating data from multiple sources to help craft action-oriented decisions. The successful candidate will be a self-starter with attention to detail who can think clearly, analyze quantitatively, problem solve and prioritize. This role will report into the Director of Financial Planning & Analysis.

Qualifications:
  •  3 years minimum experience in financial planning and analysis at a growth stage company or an equivalent combination of education and experience. SaaS or communications software experience a plus.
  •  Deep experience in Excel modeling, including financial forecasting, budgeting, and variance analysis. Familiarity of GAAP required.
  •  Ability to communicate and collaborate well with multiple business partners across the company and display strong initiative to anticipate and meet business demands of senior management.
  •  Ability to be work well independently with minimal supervision and a high degree of ownership.
  •  Proficient in standard business system tools including Word, Excel and PowerPoint.
  •  Experience with Quickbooks and/or other accounting software strongly preferred.
  •  Degree in Finance or Accounting preferred; any SQL and applied statistics knowledge a plus.

Duties and Essential Job Functions: 
  •  Work with the Director of FP&A on Company forecasting, budgeting, variance analysis and other month end reporting.
  •  Responsible for periodic reporting of corporate financial operational metrics as well as collaborating with other senior managers within the organization in building the data and determining new metrics.
  •  Build and maintain models to understand underlying drivers of the business
  •  Create output to visually communicate complex, detailed financial data and analysis to C-Suite executives and Board Members.
  •  Coordinate with the Controller and Accounting team on monthly, quarterly and annual financial reporting, including budgets and process
  •  Lead and/or participate in ad hoc projects as designated by the Director of FP&A and CFO.  Projects may include collaborations with other departments.

Handle any other activities or tasks deemed necessary and appropriate by the Director of FP&A and/or CFO.

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=968983&&&nohd#job
Feb 14, 2019
Product Manager - Santa Monica
CallFireSanta Monica
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EZ Texting is looking for an experienced Product Manager who is passionate about building solutions that customers love. You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out products that deliver the company�s vision and strategy.

Responsibilities:



  • Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive new revenue.



  • Validate product vision with data and build consensus with key stakeholders



  • Develop and test product pricing and positioning strategies



  • Translate product roadmap into detailed requirements and prototypes



  • Scope and prioritize activities based on business and customer impact



  • Work closely with engineering teams to deliver with quick time-to-market and optimal resources



  • Drive product launches including working with marketing team, executives, and other product management team members



  • Evaluate promotional plans to ensure that they are consistent with product line strategy and that the message is effectively conveyed



  • Act as a product evangelist to build awareness and understanding



  • Represent the company by visiting customers to solicit feedback on company products and services



Requirements:



  • 3+ years experience in a product management or product related role


  • Proven track record of managing product life-cycles from end to end with successful outcomes.


  • Experience measuring and confirming the ROI of launched products


  • Ability to develop product and marketing strategies and effectively communicate recommendations to executive management

  • Agile development and experience writing user stories


  • Solid technical background with understanding and/or hands-on experience in software development and web technologies



  • Strong problem solving skills and willingness to roll up one�s sleeves to get the job



  • Skilled at working effectively with cross functional teams



  • Excellent written and verbal communication skills



  • Strong technical competency



Benefits:


  • Fully paid medical (medical, dental, vision) benefits, 50% for families

  • 401 (k) plan

  • Unlimited sick leave

  • Stock options

  • Paid vacation

  • Dog friendly office

  • General awesomeness


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=973982&&&nohd#job
Feb 14, 2019
Customer Service Advisors 24/7/365 - Internal Only -
Echo Managed Services
Quick View | Show Me The Details


Walsall, West Midlands


Closing date February 22nd 2019



Salary
Up to £12.45 per hour

37.5
Hours

8.0
Positions Available


Permanent Positions 24/7/365 shift patterns with varied day and night shifts.

Echo Managed Services is a part of South Staffordshire PLC who provides customer led solutions for its clients. We recognise that it is through the expertise, knowledge and understanding of our people that enables us to deliver an enriched customer experience. We value our people to ensure they get all the support, training and motivation they need to be successful. We have a first class training programme and a clearly defined career pathway – if you are willing to work hard, we are ready to help you progress.

We have a number of opportunities for customer service individuals who have the desire to succeed and who thrive in a target driven environment. Working in our inbound Contact Centre Team you will deliver an excellent level of customer service that exceeds expectations and puts each customer at the heart of everything we do. You will deal with a wide range of customer queries from taking payments and setting up direct debits to answering questions about their bills. Our career pathway develops each individual to deal with more complex queries and calls as they grow and gain more knowledge and experience.

Key Responsibilities:
  • To be part of a team delivering the out of hours elements of the 24/7/365 operation including single manned night shifts delivered from the South Staffs Water Control Room
  • To be the single point of contact for requests for information, advice and services through a variety of contact methods including telephone, written and digital channels
  • To undertake a wide range of administrative customer facing and back office tasks, supporting the wider echo customer service operation.
  • To follow the established procedures for each service request including logging, processing and progress chases enquiries.
  • To work to identified performance management targets undergoing evaluation as appropriate (all telephone calls are recorded for training and feedback purposes).
  • To note and report any change in activity or information relating to Customer Service Centre operations.
  • To identify potential opportunities for improvements and contribute to process development through testing/implementing of procedures and systems.
  • To undertake training in all systems necessary to fulfil the role.
  • To assist in maintaining up-to-date information on all relevant services and to carry out research as necessary.
  • To identify opportunities for self-development and undertake activities to improve both skills and knowledge.
  • To participate in the induction and training of new Customer Service Advisors.
  • Provide support to other areas of Support Services/Operations when required.
  • To uphold the departmental Equal Opportunities and Health and Safety policies, ensuring their understanding and implementation by staff for which you are responsible, if appropriate.
  • To undertake any other duties as required, which are commensurate within the post.

Hours:
  • The role will be recruited to cover a variety of processes as part of the 24 hour operation, 365 days a year, the role will specifically form part of a small team delivering night shifts to support supply emergency contacts and multiple administrative tasks.

Experience:
  • Experience of working within the South Staffs Water Customer Service Operational Functions
  • Experience of processing multiple transaction types in Rapid OA
  • Experience of using automated telephone handling systems.
  • A working knowledge of Microsoft packages

Skills:
  • Excellent verbal and written communication skills.
  • Ability to continuously learn new processes and develop appropriate skills.
  • Ability to manage own time between demand telephone contacts and back office transactions.
  • Ability to work independently, but also part of a team.
  • Understanding of the need for confidentiality.
  • Ability to identify shortcomings in service and report to Team Manager with Customer Service and focus being at the forefront of how you operate.
  • Commitment to the provision of excellent customer service.
  • Ability to remain calm and tactful when dealing with difficult or distressed people
  • Ability to use initiative in a busy and changing environment.

Personal Characteristics:
  • Excellent organisational and time keeping skills
  • Flexible and adaptable to change
  • Ability to work on own initiative
  • Team player
  • Results focused


Qualifications:
  • GCSE or equivalent in English & Mathematics

Please send your CV and covering letter to iwanttowork@echo-ms.com

Source: https://www.echo-ms.com/careers/customer-service-advisors
Feb 13, 2019
CAD Schematic Technician -
Echo Managed Services
Quick View | Show Me The Details


India


Closing date February 26th 2019



Salary
Dependent upon experience

40
Hours

2.0
Positions Available


Key Responsibilities and Accountabilities:
  • Produce Schematic drawings from Engineers hand drawings and site asset check sheets
  • Work closely with the Water Hygiene Risk Assessment Supervisors and Business Systems Team, providing a link between the two organisations to ensure smooth progress and continuous improvement
  • Work alongside the regional Risk Assessment Supervisors and Regional Management team
  • Maintain consistency of data
  • Assist in the control the system processes within the business
  • Maintain documentation
  • Be a strategic part of a newly developing system bringing this function in house.
  • Manage and prioritise work load and demands

Person Specification

Essential requirements:
  • Ability to use AutoCAD
  • Previous experience of producing AutoCAD Schematic drawings.
  • Affinity for business systems
  • HNC / HND, or equivalent in a relevant CAD discipline
  • Excellent written and verbal English communication skills
  • Confident and strong IT user
  • Ability to work on own initiative and prioritise workloads
  • Excellent time management skills
  • Proven experience of working in a team and also the ability to work unsupervised
  • High attention to detail
  • Ability to prioritise workload according to deadlines
  • Organisation and planning experience




Desirable skills:

  • Experience in a commercial environment
  • Previous exposure to the Water Hygiene sector administrative environment
  • Knowledge of water distribution systems, plumbing or building services background
  • UK Geographical knowledge

If you would like to apply for this role please send your CV to IWantToWork@Echo-MS.com by the closing date.

Source: https://www.echo-ms.com/careers/cad-schematic-technician
Feb 12, 2019
Data & Analytics Developer -
Echo Managed Services
Quick View | Show Me The Details


India


Closing date February 26th 2019



Salary Dependant upon experience
</div >

Full Time Hours

1 Position Available


Data & Analytics Developer (QlikView, MS Power BI)

As a Data & Analytics developer you will have the responsibility of servicing the data and reporting requirements demanded by the business. The role requires a complete understanding of the numerous in-house and 3rd party systems and how they relate to each other. With this knowledge the developer will resolve incidents, service requests and deliver related projects with accurate reports, dashboards and visualisations in a timely manner. The developer will have various business intelligence tool at their disposal including QlikView and Power BI. They will be required to complete the necessary documentation to maintain our ISO accreditation. From time-to-time the developer will be required to respond to issues with server performance and will be required to perform system administration tasks on the reporting application and web servers. The developer will be required to communicate with customers within the business in an effective and professional manner.

Experience

 
  • Graduate in computer/information technology related degree
  • 3 to 5 years’ experience working in a Business Intelligence or Data team within a large organisation.
  • At least 2 years’ experience in working with QlikView publisher v11/12.
  • At least 2 Years’ experience designing and developing QlikView applications in v 10/11/12. Expert knowledge of scripting, set analysis and developing visuals. Expected to have developed and maintained data models and dashboards.

Skills
  • Working knowledge of handling data from structured and unstructured data sources.
  • Strong knowledge of QlikView server architecture and ability to undertake administration tasks on the server.
  • Have full understanding of data processes such as data quality, data cleansing and ETL.
  • Ability to read and write complex, yet efficient SQL in the form of queries, functions and stored procedures.
  • Good understanding of data warehousing concepts and integrating data from multiple sources.

 

If you are interested in applying for this position please email your CV and covering letter to HR at Echo Managed Services Ltd on iwanttowork@echo-ms.com

Source: https://www.echo-ms.com/careers/data-analytics-developer
Feb 12, 2019
Partner Manager/Contract Manager/Performance Manager - Lichfield
Douglas JacksonLichfield
Quick View | Show Me The Details

Job Ref: DJMA1790

Role: Partner Manager/Contract Manager/Performance Manager

Location: South East (mix of HOME/Office Base – London)

Salary: £35-42,000 base, bonus and bens

Job Type: Permanent

This is an opportunity to join this membership-based organisation for an experienced customer service and operations professional who is used to working with third party partners, outsourced, or third-party suppliers to ensure the successful contract management.

This is a proactive role for an individual who has excellent stakeholder management and communication skills, able to use Excel to develop robust and insightful reporting.

You will be responsible for the delivery, management and continuous improvements of the contracts, KPI’s SLA’s and service delivery.

By taking a proactive empowered approach, you will identify areas which can be enhanced, and performance increased and work with internal and external stakeholders to develop and drive change to deliver these outcomes.

You will be responsible for delivering activities and services, maximising operational success through proactive planning and forecasting activities. Implementing improved workflows to support successful

You will be the primary point of contact to and from the service providers, joint ventures, shareholders and customers. Act as the primary business partner to the business units/departments and stakeholder when required and ensure that all customer expectations are met.

You will be responsible for implementing a strategic, commercially focused and service driven approach; ensuring continual service and financial improvements are realised, measured and shared.

Regularly review service level agreements against performance, identifying areas for improvement and working with key stakeholders to deliver agreed SLA objectives.

Effectively run the contract governance, assuring all contractual obligations, regulatory and statutory requirements are observed and met.

Own the communication process and ensure timely, concise and effective communication with the business for service outage, interruption and/or service improvement.        

If you are interested in applying for this role, you will need to have previous experience in dealing with contract management, ensuring SLA’s and KPI’s are achieved. You will be an excellent communicator and influencer, able to drive change and continuous improvement through the development of business case and insight.

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 any discussions or offer any assistance regarding sponsorship.

 
Feb 12, 2019
Team Leader / Team Manager – Contact Centre - Lichfield
Douglas JacksonLichfield
Quick View | Show Me The Details

Job Ref: DJKG1266

Job Title: Team Leader / Team Manager – Contact Centre

Location: Bourne, Lincolnshire, East Midlands

Salary: £26,000

Employment Type: Permanent

A company with a truly customer centric culture is looking for a Team Manager to join their contact centre due to expansion. The successful candidate will use their proven experience in a Customer Care environment and natural leadership skills to manage a team of up to 12 full and part-time Customer Care Agents on a 4 on 4 off working pattern. Day to day, you are responsible for their well-being, conduct and performance.

The Team Manager will:
  • Relate to and adapt to the different personalities and management styles required of your team.
  • Ensure policies and procedures are always adhered to
  • Manage the team and individual KPI’s and target
  • Assisting with performance reviews, hiring, absences, holiday planning and rostering
  • Provide data-based reports to stakeholders regarding the performance of your team.
  • Be the biggest advocate for your team in a proactive and positive manner, whether via pushing for reduced contacts via web deployments or improved communication with other teams.

If you are interested to apply and have experience managing a contact centre team, are truly driven by delivering best in class customer service and can commit to the 4 on 4 off shift pattern please do get in touch. Experience working within an SME or start up setting is an advantage for this role – also someone that is looking to step-up to this level.

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.
Feb 11, 2019
Client Operations Specialist - Santa Monica
CallFireSanta Monica
Quick View | Show Me The Details

About us:

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

Overall responsibility 

The Client Operations Specialist will support sales strategy through client retention and satisfaction. In this role, the candidate will help demonstrate the value of EZ Texting's products to our clients. Candidates will be responsible for providing an amazing client experience, deliver prompt and accurate technical support, and ensure client satisfaction on a daily basis. The ideal candidate has excellent communication skills, a great attitude, strong technical aptitude, patience, and the ability to work in a dynamic, fast-paced and fun environment.

Responsibilities
  • Maintain customer service levels according to EZ Texting's standards
  • Ensure that the client base receives the appropriate level of customer service and technical support by handling unresolved and escalated client issues with prompt and courteous service.
  • Manage day-to-day activities of the client service specialist.
  • Work with Client Success Management team to ensure consistency in all policies and procedures
  • Accomplish a thorough understanding and proficiency of EZ Texting's products through internal training and development.
  • Champion changes in organization and process improvement

Required Skills
  • Bachelor's degree is required
  • 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 skills
  • Ability to perform administrative functions
  • Strong organizational skills
  • Excellent system skills including Excel
  • Experience using Zendesk is a plus

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=970829&&&nohd#job
Feb 11, 2019
Operations Manager - Lichfield
Douglas JacksonLichfield
Quick View | Show Me The Details

Job Ref: DJKG1240

Job Title: Operations Manager

Location Stoke

Salary: £40k to £50k plus performance bonus and outstanding benefits

Employment Type: Permanent

My client to looking for an experienced Operations Manager who is a proven leader that will be responsible for the day to day running of a large team within the Entertainment market. My client has been established since 2001 and are market leaders in technology within the entertainment industry and an award-winning company.

As an experienced Operations Manager some of the key responsibilities are:
    • Manage Team Leaders who will oversee approx.100fte within a 24/7 operation
    • Implement and execute strategic goals within the team
    • Ability to showcase new ideas and concepts and follow these through
    • Monitor the consumer experience and defining excellent employee experience
  • Plan and schedule workload ensure targets are met

If you are interested to apply for this Operations Manager role

You will have experience in showing innovations and creativity within previous roles and able to give evidence on implementing successful strategy plans to improve operational excellence. Commercial awareness is important, along with experience working within a fast paced, fun and community 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, 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.
Feb 9, 2019
Contact Centre Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1205

Job Title: Contact Centre Manager

Job Location: Midlands

Salary: Up to £50,000+ Bens and Bonus

Job Type: permanent

Reporting to the Customer Service Director, this role is with a fast-growing organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
  • To ensure a first-class customer experience in all interactions
  • To review and enhance customer contact strategy
  • To consistently review people and process to deliver operational efficiencies and customer excellence
  • Agree service delivery plans and monitor service output
  • Provide lead on contact centre change programmes
  • Develop and maintain effective working relationships will all internal / external stakeholders

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

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

Follow us on Twitter @callcentrejobs1

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

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Feb 6, 2019
Continuous Improvement Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: Ref DJEM1002
Job Title: Continuous Improvement Manager

Location: Warrington / Chester

Salary: up to £66k plus bonus, private medical cover and company discount

Job Type: Permanent

This is an opportunity for a proven, process driven Customer Experience Manager to take responsibly for the end to end customer journey across a number of product and service propositions.

Working with senior stakeholders across an international, complex business you will utilise your skills to identify and analyse potential issues and opportunities, develop a customer roadmap and initiatives to deliver process improvements which create a seamless, more efficient and or streamlined customer experience.

Some of the responsibilities  
  • Manage and lead a team of Continuous Improvement Analysts
  • Design and deliver Lean Six Sigma training to all levels of the business
  • Coaching and mentoring CI Analysts
  • Project management of a portfolio of Lean Six Sigma projects

If you are interested in applying for this position, you will need proven experience in delivering process improvements across customer journeys. Experience, or exposure and/or qualifications in Lean, Six Sigma and or Prince 2 methodologies will be a distinct 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, 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.
Feb 6, 2019
Quality Team Leader (Digital) - Lichfield
Douglas JacksonLichfield
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Job Ref: DJKG1265

Job Title: Quality Team Leader (Digital)       

Location: Hertfordshire and the Greater London area

Salary/OTE: £33k

Employment Type: Permanent (Monday to Friday 37.5 hours)

This is a fantastic opportunity for an experienced Quality Team Leader / Manager to join an outstanding market leading organisation within a service environment.

As a Quality Team Leader/Manager, you will lead a team of 4 quality analysts who work across the voice and social media platforms. You will drive efficiencies and manage the quality framework for all operational teams.

This role reports into the Quality and Training Manager.

As the Quality Team Leader / Manager some of your responsibility will be to:
  • Own and continuously review the Quality and Communication frameworks
  • Work with the parameters of the regulatory governing body
  • Create, maintain and deliver Quality Accreditation
  • Day to day operational management of the team
  • Experience is using customer feedback and other data sources

If you are interested in applying for this position, my client will look at someone that has 12 months plus Quality Team Leader experience working within a Contact Centre setting, covering voice and social media.

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.

 
Feb 6, 2019
Web Developer - Doral
InktelDoral
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At Buena Vista Digital Partners, we believe in doing things differently. We believe that if you cannot connect with people, you don’t stand a chance in the marketplace. If brands are to succeed, they need to stop acting like faceless corporations & more like people: thoughtful, respectful & intelligent.

 

Buena Vista is a full service, marketing agency in Doral, FL. We are looking for a full-time, highly creative individual that will lead the company’s efforts in coding for the construction of webpages, digital marketing pieces and email marketing assets.

 

The ideal candidate will have a strong sense of creativity, collaboration and excellent attention to detail with the ability to thrive in a fast-paced environment, juggling multiple projects while embracing industry best practices.

 

Must have experience with Wordpress and eCommerce platforms like WooCommerce.

 

Responsibilities:

● Code responsive custom Wordpress websites from scratch using PHP

● Code custom landing pages and cross-platform compatible HTML emails based off of Photoshop design files.

● Code website integrations with external platforms & API’s like Shopify.

● Create & modify Wordpress templates using Bootstrap & CSS Grid

● Create & manage Wordpress databases using phpMyAdmin

● Build & migrate local development and production sites

● Perform security checks and site updates, install certificates

● Coordinate and update web content (photos, text & graphics)

● Test and improve site performance by compressing assets

● Use JavaScript to add interactivity to pages across sites.

● Use your knowledge of HTML, CSS & JS best practices to optimize existing code.

● Debug HTML, CSS & JS bugs.

● Assist in improving development processes across digital experiences.

 

Other Functions:

● Perform other duties as required.

 

Education/Certification:

● Bachelor’s degree in Computer Science/Programming or related field or equivalent combination of experience and instruction is a plus.

 

Required Knowledge

● HTML, CSS and JavaScript

● WordPress Theming and PHP

● WooCommerce and other eCommerce platforms

● Responsive web development principles

● Implementing web best practices including SEO and Web Accessibility standards.

● Google Analytics

● Experience with Photoshop and other graphics optimization software a plus.

● A/B testing a plus.

● Experience with pixel implementation and tag management systems a plus.

● Comfortable deploying & migrating Wordpress sites on multiple hosting services a plus

 

Experience

● 5+ years front-end web development experience

● Experience in an agency environment a plus

 

Skills/Abilities

● Ability to work on a project deadline basis.

● Ability to work independently and in team settings.

● Strong attention to detail.

● Ability to be a team player and contribute to the larger team in a positive way.

● Solid communication skills.

● Able to collaborate.

● Ability to work under pressure and tight timelines.

● Working knowledge and proficiency in Adobe programs

● SEO

Source: https://rew12.ultipro.com/INK1000/JobBoard/JobDetails.aspx?__ID=*5B6CA26EC60E9F20
Feb 5, 2019
Head of International Sales - Lichfield
Douglas JacksonLichfield
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Job Ref: DJHC4268

Job Title: Head of International Sales

Location: Midlands / South East

Salary: Up to £100k + 20% bonus

Job Type: Permanent

I am looking for an innovative and results driven Head of International Sales, who has experience of driving sales through people, across international locations.

Spoken languages will be beneficial! Particularly Spanish.

This is a senior role with a very popular and immediately recognisable brand!

Responsibilities:
  • Operational Leadership and day to day management of the telesales and Account Management teams, of approx. 20FTE
  • Own & develop the sales strategy & business plan for the international business
  • Increase revenue and market share by setting objectives and driving performance
  • Build strong relationships internally and externally (B2B clients)
  • To demonstrate operational management and improvement in a telesales environment

Key behaviours:
  • A Leader who can performance manage and develop sales teams to a very high standard
  • A customer advocate who will always look at how to achieve best outcomes for the customer
  • A strong influencer of people who can work effectively cross functionally internally and externally

If you are interested in applying for this position, you will need to have a proven track record of leading high performance sales teams in a multi channel environment, across international markets.

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 in to any discussions or offer any assistance regarding sponsorship.
Feb 4, 2019
People Operations Coordinator - Santa Monica
CallFireSanta Monica
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We're growing and building a 'best in class' team within our 'People Ops' group and want to invest in you as you develop your HR career � let the journey begin!

Position Overview: 

We�re looking for a team member with a flexible and positive approach to their work and a welcoming demeanor to interact with and provide service to a large group of internal coworkers.

In the role of People Operations Coordinator, you are an integral part of the HR team, using your drive and energy to support the day-to-day operations of the department. Expect to be the initial point of contact for HR related questions from employees at all levels. Additionally, use your strong organizational and interpersonal skills to assist with recruitment and provide general administrative support within the People Operations department.

Responsibilities: 
  • Serve as resource for general HR information, responding to management and employees with information and interpretation of policies and procedures.
  • Support the recruitment / hiring process by working closely with the People Operations Director and Sr Specialist of Talent Acquisition on recruitment to include tracking, screening, interview scheduling and providing employment offers.
  • Provide internal departments with notification of new hires, changes and separations, and work closely with Payroll to ensure changes are processed and accurate information is maintained in HRIS systems.
  • Ensure a smooth and organized operation by maintaining personnel-related records including I-9, EEO and other employment records maintained in files and electronically.
  • Partner with IT Operations to manage Onboarding and Off-boarding processes.
  • Organize and compile various packets, emails and materials required for recruiting, interviewing, and orientation.

Qualifications: 
  • 2 - 3 years� experience providing administrative support within the HR department of a mid-size professional services organization and a Bachelor�s degree preferred; HR certification a plus.
  • General knowledge of HR and employment and benefit regulations, and compensation practices generally acquired through study of workforce trends and ongoing attendance at conferences, seminars, professional association meetings.
  • A self-starter who can rely on their skill in prioritizing and organizing their workflow to respond to multiple requests.
  • Strong attention to detail required to analyze and compile data for reporting.
  • Dependable with the willingness to take the initiative to work collaboratively and with a sense of urgency.
  • Written and oral communication skills necessary to successfully interact with and maintain effective working relationships with coworkers, vendors, guests and clients.
  • A desire and demonstrated ability to learn new technologies and embrace opportunities for process improvements.
  • Proficiency with HRIS systems, preferably ADP, ATS software, and MS Office (Word, Excel, Outlook) version 2013 or higher.

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

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=966468&&&nohd#job
Feb 4, 2019
Contact Centre Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJAD1023a

Role: Contact Centre Manager

Location: Hastings

Salary: £50k - £65k

Job Type: Permanent

A well-known financial services organisation are looking for a Contact Centre Operations Manager to join them. You will be responsible for 100+ FTE and will play a significant role in the delivery of the business’ customer strategy and sales performance.

Some of the responsibilities will include:
  • To ensure a first-class customer experience in all interactions.
  • To review and enhance customer contact strategy.
  • To consistently review people and process to deliver operational efficiencies and customer excellence.
  • Develop and maintain effective working relationships will all internal / external stakeholders.

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. They will also have excellent communication skills, be able to cite significant experience of managing people and evidence of achieving excellent employee engagement.

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.

 
Feb 1, 2019
Contact Centre Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJMA1786
Job Title: Contact Centre Manager

Location: London, (South East)

Salary: to £35-40k plus bens.

Job Type: Permanent IMMEDIATE START AVAILABLE

This is an opportunity for a proven contact centre manager/customer service manager to develop your team of customer service advisors to develop an improved, efficient and effective multi-channel contact centre and customer service offering.

Working closely with key business stakeholders, the Contact Centre Manager will look for continuous and process improvements across people, process, tools and technology, through ownership and proactivity and promoting first contact resolution taking full responsibility for the team performance, motivation, training and development to ensure that the overall customer experience and quality assurance is maintained and improved through business change.

If you are interested in applying for this position, you will need prove experience managing a contact centre, or customer service team, a can-do attitude and proactive approach.

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

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused 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.
Jan 31, 2019
SEO/SEM Manager - Santa Monica
CallFireSanta Monica
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EZ Texting is seeking a motivated, results-driven Search Engine Manager with expertise in search marketing and advertising, who is passionate about B2B marketing. This individual will have an exciting opportunity to drive lead generation efforts and company growth through the development and execution of SEO/SEM programs and advertising programs. The ideal candidate is metrics-oriented and skilled in managing large-scale organic, paid search and advertising programs.

 

Responsibilities:

  • Develop and drive lead acquisition via search engine marketing, including Google, Bing, and Yahoo

  •  Work with agency to develop SEM strategy and hit search channel's monthly, quarterly, yearly volume lead and SQO targets

  • Create, implement, track, analyze and develop supporting assets to optimize paid search and general advertising campaigns programs

  • Drive implementation of SEO best practices across web properties

  •  Actively test and analyze keywords, copy and landing pages to increase ROI and drive incremental volume

  • Monitor lead flow and conversion rates to ensure attainment of lead generation targets and optimization of marketing investment

  • Launch and A/B test landing pages to optimize conversion

  • Provide monthly analysis of program progress and results, including key milestones and metrics

  • Collaborate with other marketing team members on content strategies and campaigns

  • Manage daily relationships with search engines, partners and vendors

 

Skills/Requirements:

  • BA/BS preferred

  • 2+ years of search marketing experience, preferably with a B2B organization

  • Understanding of direct marketing KPIs

  • Strong data analysis and reporting skills

  • Expert knowledge of search landscape: paid search listing providers, tracking tools, bid-management systems and keyword development tools

  • Experience managing large marketing budgets and ROI optimization

  • Software/Internet/Technology company experience

  • Creative, innovative, resourceful and results-oriented

  • Proven track record of achievement

  • Excellent communication skills, both written and verbal

  • Strong time management skills

  • Proficient in Google AdWords, Google Tag Manager and Google Analytics (certification a plus)

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=947702&&&nohd#job
Jan 29, 2019
Telesales Representative - B2B - Jupiter
Interactive Research CommunicationsJupiter
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IRC is searching for Market Research Caller candidates who are able to work from their homes. Candidates are paid an hourly rate, $15.00/hour, as an independent contractor and can work full or part time. Your pay is NOT commission-based or dependent on the number of results that are developed. Please note that this is a business-to-business telemarketing position using our cloud based telesales system designed for virtual agents. The position will require cold-calling our targeted lists using your own WINDOWS-based computer, computer headset and high-speed internet access. After the initial training period, the days and number of hours you work are flexible although you must commit to at least of four hours per day during the 5 day working week.

To apply please submit your resume at: https://interactiveresearch.biz/careers
Jan 25, 2019
Team Manager – Real Time Analyst team - Lichfield
Douglas JacksonLichfield
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Job Ref: DJMA1785
Job Title Team Manager – Real Time Analyst team.
Location: Czech Republic
Salary: 40-45000 CZK per month (relocation assistance offered) Please see cost of living difference with UK and CZK.

Contract Permanent.

Have you been thinking about your future with a longing to experience new countries and cultures but want to continue with developing your professional career? Working within a fast paced English speaking environment, so no second languages are required, in a vibrant large city with a number of ex pats due to the growth of international business in the location.

This is an opportunity for a senior analyst or proven manager, team manager, or team leader to join this exciting well-established organisation, based in the Czech Republic.

This role will be responsible for a team of Real Time Analysts who work to support a large, multi lingual, multi-location (inhouse and outsourced), multi-channel; phone, email, chat, contact centre.   Working with the Contact Centre Managers and Team Manager you will lead, motivate and develop your team to deliver an effective real time delivery, taking into account all changes in demand, emergency situation and managing any peaks or intraday changes against the outlined schedules.

In addition, you will work with the team and wider stakeholders to identify any change, or improvements which will enhance the real time and wider contact centre activities to ensure better performance and a great customer service to all their customers across all channels.

Some of the responsibilities will include:
  • Leading the team responsible for the monitoring of incoming contacts from customers
  • Selection of new team members, their onboarding and training, shift planning
  • Building processes for Real time analytics
  • Building reports for Operations and Outsource partner relationships
  • Secure that Real Time Analyst’s feedback, reporting to operational manager, carrying out reviews, recommendations and insight for further Data Analysis and reporting.

If you are interested in applying for this role, you will need good Excel skills and an understanding, or experience of real time analytics. You will need to be willing to relocate to an overseas location.

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.

Customer Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

 
Jan 25, 2019
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