Job Ref: DJJM1157
Job Title: Customer Experience Manager
Job Location: Midlands
Salary – Up to £48,000+ bens

Reporting to the Senior Customer Experience Manager, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the Customer Journey across the business.

Some of the responsibilities will include:

Champion the digital transformation and redesign keeping the customer at the heart of every decision.
To build and maintain solid long-term relationships with internal stakeholders
To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
Project management of campaigns from set up to completion

The ideal candidate will have a passion for digital transformation having the customers experience and journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process. Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, 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.

Apr 26, 2018

Trainer - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1002

Role:               Trainer

Location:        Kent

Salary:            £32k plus bonus and exceptional benefits

One of the UK’s leading and most ambitious housing associations are looking to recruit a Trainer for their office in Kent.

This is a truly unique opportunity to join a company whose future plans and vision is remarkable. The successful candidate will be really focused on improving the knowledge and skills of the Customer Service Centre and be able to deliver comprehensive training to both new starters and upskilling existing staff.

The aim of the role of Trainer is to create and deliver training programmes for new and existing members of the customer service centre to improve their knowledge and skills in dealing with customer enquiries. 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. You will also be tasked to organise and facilitate recruitment assessment centres for the customer service centre. The ideal candidate will have the ability to think outside of the box and be able to regularly review, improve and update training material, recruitment assessment centre process and reference guides.

The successful candidate will have:

Customer service management experience in a demanding high volume environment.
Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.
Experience of managing people and be able to lead and motivate others to deliver excellence in customer service at all times.
Excellent organisational 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.

Apr 26, 2018

Head of Complaints - Lichfield

Douglas JacksonLichfield

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Ref: DJAD1046

Role: Head of Complaints

Location: Midlands but travel to other sites is required.

Salary: £70k & other benefits

A leading financial services company are looking for a Head of Complaints to join them on their journey to customer excellence. The Head of Complaints will be responsible for overall management and responsibility of Complaints across several operational sites within the Company including, processes and MI, to ensure fair customer outcomes are attained in an efficient and timely manner whilst facilitating effective root cause analysis is conducted to drive down complaint volumes.

Responsibilities include:

Ownership of Complaints management within the Company.
Actively supporting the firm’s Call Centre Transformation programme thus ensuring the fair treatment of complainants throughout the complaint management journey.
Drive a culture of continuous improvement by revising and enhancing operational procedures to deliver efficient and effective process that drive improved customer experience.
Identify trends and ensure systemic problems are addressed through effective root cause analysis thus reducing complaint volumes wherever possible. This includes preparation of complaints management information for the Conduct Standards Committee
Liaising with the Financial Ombudsman/Consumer Ombudsman Service’s and other key external stakeholders as required.
Ensure there are appropriate controls and measure in place so that all customer complaints are investigated in a timely manner, and in accordance with FCA rules and Company procedures.
Maintain appropriate records in accordance with Company standards and regulatory obligations. Take responsibility for the completion of all regulatory reports, including Risk Registers and the Complaints element of statutory RMAR reports to the Regulator.
Ensure there are appropriate controls and measure in place for the complaints databases so they are accurately maintained, ensuring efficient KPI generation is maintained.
Providing advice and where necessary resolving complex, technical and/or specialised complaints cases.
Management of the Business Continuity Plan for the complaints infrastructure.
Liaise with the Financial Ombudsman/Consumer Ombudsman Service and other key external stakeholders as required.
Contribution to the Conduct Standards Committee.
Management of the Complaints Governance and Control Team responsible for the resolution of Ombudsman cases.
Oversight of the International complaints teams to ensure it is has effective controls and quality measures in place.

The successful candidate must have:

Minimum 5 years management experience within a high volume, customer facing organisation in the UK Financial Services market including detailed knowledge and experience of application of FCA / FOS/ COS rules and guidance.
Experience of managing complaints infrastructures, processes and reporting mechanisms.
Knowledge of the FCA regulatory framework.
Competent with spreadsheet technology to support the analysis and provision of regulatory returns, management information and root cause analysis.

Apr 25, 2018

Senior Customer Service Operations Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJKG1205a

Job Title:        Senior Customer Service Operations Manager

Location:        Harlow

Salary             £75k to £80k

An exciting new position has become available for a Senior Customer Service Operations Manager, working for a well-established organisation. You will report to the Operations Director and have 2 direct reports and lead and manage a contact centre team of 150fte.

TheRole

This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.

Provide direct line leadership and management of the team
Empower the team through training and development and execute outstanding customer service
Develop short and long term strategic plans whilst ensuring quality standards and continuous improvement is delivered
Working closely with internal and external stakeholders

The Candidate

I am looking for a strong experienced Senior Customer Service Manager, that has a proven track record in delivering change and transformation in a busy and demanding contact centre. You must have previous experience in running a successful contact centre within a voice and admin-based environment. Experience in managing a large contact centre is essential for this role.

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

Follow us on Twitter @callcentrejobs1

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

Apr 25, 2018

Sr Accountant - Santa Monica

CallFireSanta Monica

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The Senior Accountant is involved in monthly, quarterly, and annual financial closes, each of which includes the review and reconciliation of certain general ledger accounts, preparation of journal entries, and the production of internal management reports. In addition, you will be reviewing and analyzing internal database reports.

<p "margin-bottom: 0.0001pt; text-align: justify; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">Essential Functions: <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Determining the proper handling of financial transactions in accordance with generally accepted accounting principles, internal controls and company procedures. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Maintaining and reconciling general and subsidiary ledgers and supporting schedules <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Managing cash reporting and reconciliation of all cash accounts to their corresponding bank statements. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Revenue reconciliation and reporting. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Reconciliation of platform transactions (revenue, cash, orders, refunds, etc.). <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Coordinating preparation of internal and external audit materials. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Reviewing, investigating, and correcting errors and inconsistencies in financial entries, documents, and reports. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Assisting in the development and implementation of goals, policies, priorities, and procedures relating to financial management and accounting. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Daily, weekly and monthly analysis of database reports. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Assist in preparation of internal control documentation <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Perform related duties as assigned <p "margin-bottom: 0.0001pt; text-align: justify; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">Qualities we are looking for: <p "margin-bottom: 0.0001pt; text-align: justify; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">You are� <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� A team player <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Have strong attention to detail; producing accurate and high-quality work. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Flexible: you possess the ability to effectively cope with rapidly changing priorities. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Tech Savvy; experienced with software and technology and working in a mostly digitized accounting environment. <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Effective: can meet deadlines and ensure internal control adherence <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Excellent organizational, analytical and interpersonal skills. <p "margin-bottom: 0.0001pt; text-align: justify; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline"> Requirements: <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Bachelor's degree in accounting or accounting related field <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� 4+ years of professional experience, ideally with a combination of public and private accounting <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Master of QuickBooks <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Proficiency in MS Office Suite: (Excel, Word, PowerPoint and Outlook) <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Thorough understanding of GAAP <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Excellent verbal and written communication skills <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� CPA preferred <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Ability to prioritize and organize workflow <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">� Technology/software industry experience preferred <p "margin: 0in 0in 0.0001pt 24pt; text-align: justify; text-indent: -0.25in; line-height: 12pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial; vertical-align: baseline">

 Benefits:

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

� 401 (k) Plan

� Unlimited sick leave

� Stock options

� Paid vacation

� General awesomeness



Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=758573&&&nohd#job

Apr 25, 2018

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 custom websites using the Wordpress platform.
• Code custom web and email designs based off of Photoshop design files.
• Code website integrations with external platforms.
• Modify template-based websites using Wordpress platform.
• Perform security checks and updates, ensuring that sites remain free of issues.
• Coordinate and update web content (photos, text & graphics)
• 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.

Qualifications

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 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.

Experience
• 2+ 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=*4C020E87CAAE3C2D

Apr 24, 2018

Customer Service Advisors - Model Farm Road, Cork -

Abtran

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We are seeking Customer Service Advisors to join our team based in Model Farm Road, Cork.

This is an opportunity to further develop your customer service skills while utilising any administration skills you have acquired in a supportive and highly successful organisation. We are looking for dedicated people with a high level of customer service and/or sales experience to join our dynamic and motivated teams.

Specific duties of the role include:

Handling a high volume of enquiries from customers, ensuring a quick and effective resolution while efficiently processing incoming applications.
Providing relevant and up to date advice to customers.
In-depth knowledge of the business, and the services it provides.
Effectively managing a database through accurate and efficient data entry.
Adhering strictly to data protection and confidentiality laws.
Ensure that all inbound and outbound documentation is processed correctly and in a timely manner.
Accurate data entry and efficient management of databases.
Conduct regular and thorough audits for compliance and quality improvement.
Assist with reporting and creating documentation.
Ad hoc administrative duties such as filing, scanning, photocopying and faxing documents.

This is a very fast paced role, requiring energetic and enthusiastic individuals with a real drive to succeed. In addition, the ideal candidates will possess:

Previous customer service experience.
Excellent verbal and written communication skills.
An exceptional telephone manner and a strong customer service ethic.
A high level of accuracy and attention to detail.
Ideally will have completed a relevant course (e.g. ECDL) or have experience dealing with computers, strong computer skills are essential.
Proven ability to deal with problems and solve them effectively.
Ability to work well either individually or as part of a team.
An understanding of the importance of strong adherence to data protection and confidentiality laws.

And in return you will get:

Competitive Salary.
Lean Six Sigma training.
Subsidised Canteen.
Career Progression and Personal Development.
Free Parking.
Abtran Sports and Social Clubs.
Great team environment.
Annual Taxsaver tickets.
Cycle-to-work scheme.
An opportunity to gain experience with a progressive, growing and innovative company.

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

Interested in this exciting opportunity? Then please apply below…

If so, please apply below.

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-advisors-model-farm-road-cork

Apr 23, 2018

Bilingual Client QA Call Center Representitive - Houston

ConvergentHouston

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Description

Responsibilities:

The Quality Assurance Representative is responsible for various administrative requirements in direct relation to Quality Assurance and Operations Management.

Job Duties:

Compliance Regulation
- Training/Development/Counseling-FDCPA, Company and Client Specific
- Call Quality-Client Required/Calibration Sessions-with Clients and Employees
- Policy Enforcement-Client and Convergent
- Corrective Action Administration-Determines penalties/suspension as per the Collector Code of Conduct-Houston Site Only
- Ensures client communication i.e. policy updates, COM Docs, Client Changes are effectively communicated w/members of management and collectors.
- Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations

Client Services Functions
- Handles specific Client Services functions as per site related
  - Creates and Updates Call Quality Requirements & Guidelines for each specific client with QA Management approval
  - Reviews and Uploads/Delivers monthly and weekly Call Logs to client assigned
  - Pulls/Screenshots Account Notes for Calls that are selected by the Client both weekly and monthly for specific clients
  - Pulls/Converts Call recordings for calls that are selected by the Client both weekly and monthly
  - Downloads and delivers/uploads Internal QA Scorecards for calls that are selected by the Client both weekly and monthly.
  - Prepares for all Client Call Calibrations & Conference Calls:
    - Pre-screens selected calls
    - Provides Ops/Management with Feedback prior to the call
    - Saves all forms and converts all calls
  - Prepares for Client Audits/Visits:
    - Pre-screens selected calls
    - Provides Ops/Management with Feedback prior to the call
    - Saves all forms and converts all calls
    - Gathers any policies/procedures that apply to our department
  - Reviews Internal Agent List daily to ensure all agents are being graded efficiently and at pace to meet client deadlines for their assigned client
  - Reports any Regulatory defects found to QA Management
  - Checks Client Portals Daily to ensure no Communications are overseen
  - Reviews Defects received by each client to determine whether QA can dispute or confirm
  - Handles any internal disputes sent by Operations to QA Management for monitors graded by the individual
  - Ensures all Client Rosters are up to date with current Employees; weekly or monthly
  - Monitors collection calls and documents issues
  - Positive Reinforcement for Better Quality Calls for the Collectors
  - New Hire Call Evaluations while still in Training Class
  - Maintain Training Log(s) when assigned by QA Management

Qualifications:

High school diploma or equivalent
Bi-lingual –Spanish
1-2 year Quality Assurance or Compliance Experience
Working knowledge of Word, Excel and Outlook
Excellent oral and written communication skills
Knowledge of FDCPA and state laws
Excellent organizational skills
Ability to multitask

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

Compensation:

The chosen individual will be compensated for their individual performance.

Schedule: Monday-Friday 8am-5pm. Schedule is subject to change.

IND123

Source: http://jobs.jobvite.com/convergent/job/oZA76fww

Apr 23, 2018

Human Resources Generalist - San Antonio

ConvergentSan Antonio

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Description

Come join our thriving team!

Build Your Future; Unlimited Bonus Potential!

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

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

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

Summary:

The Human Resources Generalist (HRG) acts as a business partner to support all HR activities at a specific location(s). This position carries out responsibilities in the following functional areas: management support and counseling, recruiting, hiring, new hire orientation, training, employee relations, coaching and development, benefits communications, employee recognition and engagement programs, communication of policies and procedures and employment law compliance.

Essential Duties & Responsibilities:

Daily rounds on the production floor to interact with Client Managers, Supervisors, and agents.
Partner with managers for employee terminations and Corrective Action including review of documentation prior to delivery.
Represent the Company in a professional manner by following the Company’s standard policies and procedures.
Is knowledgeable about our employee handbook; communicates changes in policies and procedures and insures proper compliance.
Keep track of all requests in HRIS.
Greet and assists employees with HR-related questions.
Processes paperwork to terminate employees.
Assists in planning, coordinating and executing employee appreciation and fundraising events.
Process onboarding documentation for all new hires; generation of employee ID numbers, work assignments, entitlement policies, job titles, etc.
Oversees responses to employment verifications
Support social and employment engagement initiatives.

Recruiting:

Manage and assists with recruiting activities as needed.
Work with staffing agencies (if applicable) on-site with new hires.
Gather data and organize new hire rosters.

Benefits:

Answer benefit questions, follow up and/or communicate with corporate personnel to get answers needed or issues resolved.
Collaborate with Corporate Benefits and LOA administrators handling FMLA and/or ADA claims.
Assist as needed with FMLA / ADA paperwork.
Send out monthly Cigna reports to OM’s and Director for current location.
Act as a liaison with corporate Benefits team.

Qualifications/Requirements:

Bachelor’s Degree or equivalent preferred
PHR/SPHR preferred
2-4 years’ experience in Human Resources
Knowledge of employment laws and practices
Strong communication skills with effective written and oral skills
Strong interpersonal and analytical skills
Proficient in MS Word, Excel, and Outlook. Previous experience with HRIS
Ability to maintain confidentiality

Physical Demands:

Regularly required to stand or sit, and move about the facility.
Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
Occasionally move items weighing up to 50 pounds
Occasional moving about inside the office to access file cabinets, office equipment, etc.

Will be required to perform other duties as requested, directed or assigned.

IND123

Source: http://jobs.jobvite.com/convergent/job/oeYp7fws

Apr 23, 2018

Business Analyst -

Echo Managed Services

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Walsall, West Midlands

Closing date May 4th 2018

Salary Competitive Salary
</div >

37 Hours

2.0 Positions Available

Key Accountabilities

Develop appropriate high level designs, time estimates and costs for design projects
Partner with existing external Customers to gather business requirements and create a clear conceptual design to meet those business requirements.
Manage and sign off functional designs. Utilise business experience and skills to assess and advise on the practicability of alternatives, marrying up functional designs with technical limitations.
Project manage the full design life cycle from design through to implementation. Facilitating and maintaining clear communication between the service desk, developers and customers
Participate in early life support for scheduled implementations/upgrades of Rapid software at client sites

Skills/Experience/ Qualifications

Strong analytical and conceptual skills
Proven stakeholder and change management experience
Ability to write detailed functional specifications, that enable the developers to develop new or modify existing functionality, is essential.
Strong written and verbal communication skills: communicating clearly with stakeholders to meet their expectations and business requirements
ISEB/BCS is desirable
Previous experience and gained knowledge of billing systems is desirable.
Previous experience of facilitating workshops for clients is essential with the confidence and ability to run and lead workshops alone.
Experience of both Waterfall and Agile approach.
A strong work ethic to ensure client deliverables are achieved.

Other:

Flexibility and willingness to travel and work at client sites including overnight stays as and when required: Overseas travel maybe a future requirement
Holding a full UK driving licence is desirable

To apply for this vacancy please send your CV and cover letter to iwanttowork@echo-ms.com prior to the closing date.

Source: https://www.echo-ms.com/careers/business-analyst-2

Apr 20, 2018

Customer Service (Permanent contract) -

Abtran

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We are seeking Customer Service Advisors to join our team. This is an opportunity to further develop your customer service skills while utilizing any administration skills you have acquired in a supportive and highly successful organisation. If this role sounds of interest, then please apply online today!

Specific duties of the role include:

Handling a high volume of enquiries from customers, ensuring a quick and effective resolution while efficiently processing incoming applications
Providing relevant and up to date advice to customers
In-depth knowledge of the business, and the services provided
Effectively managing a database through accurate and efficient data entry
Adhering strictly to data protection and confidentiality laws
Conduct regular and thorough audits for compliance and quality improvement
Ad hoc administrative duties such as filing, scanning, photocopying and faxing documents

This is a very fast paced role, requiring energetic and enthusiastic individuals with a real drive to succeed. In addition, the ideal candidates will possess:

Excellent verbal and written communication skills
An exceptional telephone manner and strong Customer Service ethic
Previous Customer Service and Sales experience in a Call Centre or similar environment (desirable however not essential)
A high level of accuracy and attention to detail
Ideally have completed a relevant course, strong computer skills are essential.(e.g. ECDL)
Proven ability to deal with problems and solve them effectively
Ability to work well either individually or as part of a team

And in return you will get:

Lean Six Sigma training
Employee Assistance Programme
Charity Club
Sports and Social Club
Mind UR Buddy Partnership Programme with Pieta House
Suas Educational Development, schools - business partnership
State-of-the art offices in Mahon
Free car park in Cork locations
Annual Taxsaver tickets
Cycle-to-work scheme

This role is full time and permanent with unrivalled career progression opportunities.

Intrigued?

If so, please apply below.

Source: http://abtrancareers.morganmckinley.com/jobs/customer-service-permanent-contract

Apr 19, 2018

Business Analyst – IT focused - Lichfield

Douglas jacksonLichfield

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Job Ref: DJPF1170

Role: Business Analyst – IT focused

Location: Basingstoke

Salary: up to £50,000

My client is looking for a Business Analyst to support the company with their business change. The successful candidate will have experience managing change in the development and implementation of new products and IT Change enhancements.

What will you be doing?

UAT and Regression testing including the design of test scripts
Understanding IT architecture and technology testing
Incident Management
Process mapping and identifying opportunities to improve and automate processes
Operations workflow management and daily delivery of key tasks including merchant set up process
Managing supplier delivery of change
Reporting and MI delivery

What experience will I have?

Understanding of Waterfall / Agile Methodologies
A desire for continuous improvement and quality in all system and control processes.

Be IT literate with a sound understanding of Excel (including VLOOKUP’s, pivot tables, sum if functions etc)
The ability to multi-task in a fast-paced environment and stay flexible in your duties

Apr 19, 2018

Contact Centre Manager (Web Chat) - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1156
Job Title: Contact Centre Manager (Web Chat)
Job Location: Midlands
Salary: Up to £50,000+ bens

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

Some of the responsibilities will include:

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

The ideal candidate will have a passion for digital solutions, looking at customer journey and processes to bring in efficiencies across the contact centre as well as coaching and developing staff through process and cultural change. Must have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing process efficiencies, lean methodology, 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

Apr 19, 2018

Customer Service Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJKG1225

Job Title:         Customer Service Manager

Location:         London

Salary             £35k to £40k

My client is looking for an exceptional Customer Service Manager to manage a team of around 20 agents. They are looking for someone that is energetic and passionate about leading and developing the team.

TheRole

You will manage a small customer service team within the FMCG space. This role sits as part of the company’s wider business platform.

Build, manage, inspire and influence the team
Act as the main focal point between company and the client
Outstanding experience working with stakeholders internally and externally
Setting and reviewing KPI’s, SLA’s and following up on training
Develop strong productive relationships across the wider business

The Candidate

You will need to show a high degree of drive, enthusiasm, determination and a “can do” attitude within this fast paced and energetic organisation. Because of the nature of the client you need to show compassion and empathy and have experience working in a multi-skilled and multi-lingual environment.

Essential experience in managing/leading a contact centre
Experience in BPO and FMCG is desirable
Ability to conform and set targets

My client will invest in training and supporting your career and offer some great benefits.

This position would be suitable for an experienced Account Manager/Account Director or a Business Development Manager or Director that has a proven success within sales and account management – along with working in a challenging target and deadline driven environment. You will need to be hungry for success, energetic and dynamic to succeed in a competitive market place.

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.

Apr 19, 2018

Data Analyst – 6 month contract - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1172

Role: Data Analyst – 6 month contract

Location: Warwick

Salary: up to £27,000 + benefits

My client is looking for a Data Analyst to support their Customer Service function. The successful candidate will perform analysis to create specifications and quality assure analysis which will provide Strategic Insights to facilitate the delivery of world class customer service.

What will you be doing?

Support the company in advancing its use of predictive analytics: data manipulation, text mining, finding out all influencing factors and prioritising them, statistical analysis, forecasting and modelling.
Complete complex data analyst with a variety of purposes for the business
Provide specifications for reporting
To perform adhoc analysis of data in order to find the root cause of problems.
To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?

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

Apr 19, 2018

Senior Data Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1171

Role: Senior Data Analyst

Location: Warwick

Salary: up to £30,000 + benefits

My client is looking for a Senior Data Analyst to support their Customer Service function. The successful candidate will perform analysis to create specifications and quality assure analysis which will provide Strategic Insights to facilitate the delivery of world class customer service.

What will you be doing?

Support the company in advancing its use of predictive analytics: data manipulation, text mining, finding out all influencing factors and prioritising them, statistical analysis, forecasting and modelling.
Complete complex data analyst with a variety of purposes for the business
Provide specifications for reporting
To perform adhoc analysis of data in order to find the root cause of problems.
To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?

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

Apr 19, 2018

Customer Service Manager (Nights) - Lichfield

Douglas JacksonLichfield

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Job Ref:           DJKG1224

Job Title:         Customer Service Manager (Nights)

Location:         London

Salary:             £50k to £55k

We have an opportunity to work for a high profile company within the travel and leisure industry. They are looking for a dynamic, energetic Customer Service Manager to join and lead the Cambridge team.

The Role:

To manage a busy, multi-skilled and multi-lingual contact centre that operates within the multi-channel function working on a B2B & B2C level.

Key Responsibilities

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

The Candidate

This role will mean working night/late shifts’. They are looking for people that have experience in working these hours and managing a large contact centre team.

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

Experience in leading a multi-channel and multi-lingual team
Have a proven track record in delivering outstanding customer experience
Knowledge of change or transformation within a contact centre

Apr 18, 2018

Conseiller de Clientèle en Français – Webhelp, Porto - Porto

Webhelp PortoPorto

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Webhelp, leader européen dans le domaine de l’expérience client, s’appuie sur un réseau multicanal et multilingue de plus de 35 000 conseillers répartis dans 27 pays dans le monde et plus de 250 clients. Suite à une forte croissance au Portugal, Webhelp Porto recrute des conseillers clients pour une importante marque française en 2018.

Votre profil:
- Maîtrise de la langue française (maîtrise de l’oral obligatoire) ;
- Bonne compétences informatiques ;
- Proactif, dynamique, assidu et avec sens de responsabilité ;
- Excellente capacité de communication et d’argumentation ;
- Disponibilité immédiate.

Vos responsabilités:
- Gestion des demandes des clients ;
- Tenir le client informé de ses services ;
- Conseiller les clients sur la gamme de produits existants.

Notre offre:
- Salaire et primes motivants et attractifs ;
- Prime de signature ou logement gratuit pendant 1 mois;
- Prime transport ;
- Formation rémunérée et contrat de travail stable avec l’entreprise Webhelp ;
- Contrat de travail de 6 mois avec possibilité d’évolution en CDI ;
- Perspectives d’évolution et reconnaissance des collaborateurs ;
- Ambiance multiculturelle et décontractée avec espace de détente;
- Dimanches libres ;
- Entreprise située dans une zone calme de la ville de Porto avec des places de parkings à proximité.

En rejoignant Webhelp, vous ferez partie d’une entreprise stable avec une forte visibilité nationale et internationale.

Envoyez-nous votre CV avec la référence «TLFR» à :
Job.porto@pt.webhelp.com et lancez-vous dans un nouveau défi !

Apr 18, 2018

Medicare and Commercial Account Specialist - Remote - Boca Raton

ConvergentBoca Raton

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Description

Medicare Account Specialist - Government & Commercial Insurance Appeals and Reimbursement - REMOTE POSITION

Applicants must include salary requirements to be considered.

Convergent’s Boca Raton FL Insurance Department has an opening for a remote Account Specialist with expertise in Medicare and Commercial billing and reimbursement. Knowledge of Medicaid is a plus. This is an ideal opportunity for a healthcare professional looking for remote work. The successful candidate can work from anywhere in the country and report to our Boca Raton, FL offices.

Convergent employs a dedicated team of expert healthcare attorneys and Account Specialists who navigate the entanglements of the legal system to increase reimbursement rates for our client hospitals all over the country. We apply our advanced technology to calculate anticipated payment for claims in states with complex fee schedules, allowing us to accurately identify and appeal underpaid or denied claims. Our main goal is to assist hospital systems to strengthen their financial and clinical performance. We are also a leading provider of denial management, Workers' Compensation claims resolution, and appeals solutions.

Duties
Responsible for appealing Medicare denials, and possibly rebilling underpayments; turning them into payments and ensuring accurate reimbursement on all claims.

Follow up on outstanding claims and charges by contacting payers for status.

Account Specialists work a caseload of accounts and report directly to a Supervising Attorney or Supervisor.

Qualifications

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform all duties satisfactorily in a remote setting. The requirements listed below are representative of the knowledge, skill and/or ability required.

REQUIRED QUALIFICATIONS: Experience with Medicare, Commercial Payers as well as Medicaid affiliated products.
Strong ability to calculate and analyze expected reimbursement of the claim based on Medicare and Commercial Payer reimbursement methodology to identify underpayments, line denials, etc.
Knowledge of various healthcare plans:, Medicare, HMO, PPO, POS, Medicaid

Understanding of portals and sites used for verification, appealing, coding guidelines & billing.
Familiarity with CMS (Medicare & Medicaid) regulations & commercial payers.

Knowledge and understanding of CPT & HCPCS coding language as well as ICD-9 & ICD-10 knowledge
Knowledge and understanding of UB04 and EOBs/RAs
Strong analytical, problem-solving, and conflict resolution skills
Excellent oral and written communication skills
Working knowledge of medical terminology and abbreviations, and healthcare nomenclature
Maintain strictest confidentiality

EDUCATION/EXPERIENCE

Required
- Medicare Revenue Cycle: 2-5 years
- Healthcare Revenue cycle: 2-5 years
- High School graduate or equivalent is required.
- Preferred: Associates or Bachelor’s Degree

Hiring is contingent upon successful background check and drug screening.

Compensation: negotiable based on experience

IND123

Source: http://jobs.jobvite.com/convergent/job/oqAm7fwd

Apr 17, 2018

Forecasting Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1168

Role: Forecasting Analyst

Location: Swindon

Salary: up to £32,000

My client is looking for a Forecasting Analyst to work within their resource planning team. The successful candidate will have experience with building capacity plans and budgets. The role is based multi-channel contact centre operation.

What will you be doing?

Short and long-term capacity planning
Lead and develop your team by optimising their skills
Utilise Activity Based Costing information into short term forecasts
Build an attrition model and plan for known staff attrition across all markets
Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts
Strategy development for changes in customer demand and expectations over the next 3 years
Work strategically with the business to drive efficiency

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.

Apr 17, 2018

Head of Sales - Lichfield

Douglas JacksonLichfield

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Job Ref:           DJJM1151

Role:               Head of Sales

Reporting to: Director of Sales and Marketing

Location:         Office Location – South East, however main base, home

Salary:            Up to £85,000 basic + commission & benefits (overall package 120k – 130k OTE)

An exciting opportunity to work for a company in a competitive market sector that are looking for a driven Head of Sales to join them due to expansion. A growing business, the company really are looking to gain a large amount of market share. The successful candidate will deliver results by Managing a team of National Account Managers and Relationship Managers across the UK.

Key Responsibilities

To provide significant input to development of sales staff, process and procedure, ensuring compliance with industry / corporate guidelines
To provide visible and clear direction to your team, ‘leading by example’ and carrying overall responsibility for departmental KPI’s / targets
To develop a high performance sales team, defining KPI’s / targets, providing first-class coaching and on-going support
To work collaboratively with the senior leadership team in pursuit of wider business objectives, providing accurate, weekly, MI with regard to departmental performance
To consistently review both operational practices and departmental performance, ensuring high performance is rewarded and under-performance is addressed
To manage all data records of all clients and prospects in-line with industry guidelines and corporate expectations

Apr 17, 2018

Insight Manager – Online Gambling - Lichfield

Douglas JacksonLichfield

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Ref:                 DJKG1223

Job Title:        Insight Manager – Online Gambling

Location:        Midlands

Salary             £50,000

An exciting new position has become available for a senior individual to take responsibility for strategic relationships with both internal and external stakeholders.

Based on your relationships, inside market knowledge and insight gathered, you will understand, interpret and translate trends and report upon the online gambling market.

You will have a good understanding of compliance, regulatory and policy across the gaming industry within the online space and bring your expert knowledge to advise and guide colleagues and stakeholders.

You will monitor and advise on product and innovation and make recommendations to develop and drive strategic thinking.

If you are interested to apply, you will need to have a good understanding of the online gaming and gambling markets from ideally an analytical, insight, compliance, regulatory, or policy background.

You will have excellent communication skills and the ability to report on and influence senior stakeholders.

This role will require occasional international travel.

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.

Apr 16, 2018

Business Analyst - Vaughan

Upstream WorksVaughan

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Business Analyst - Professional Services

Upstream Works is an organization that is focused on delivery software technology for customer care in the rapidly changing social, mobile and multichannel world. We work within our core values of Accountability, Collaboration, Innovation, and Excellence. We like to get things done, and also have fun while we're doing it. As a growing organization, our employees have the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

Our Professional Services Team is currently looking for a Business Analyst who will be a key contributor to the growth of Upstream Works. Reporting to the Director of Professional Services, you will be part of a team of professionals that deploys Upstream solutions to its customers. You will play a key role in the design, configuration and delivery of our Contact Center solutions.

What you'll do:

As a trusted advisor, elicit requirements from client business users and determine how to configure the solution to best meet their needs.
Deliver technical training modules of our product to end customers and partners.
Work closely with Project Managers and Implementation Specialists while delivering Contact Center solutions.
Provide accurate estimates for enhancements and integrations, and deliver on commitments.
Be the voice of the customer when working with interdepartmental teams.
Triage, prioritize and address defects that result from User Acceptance Testing, while managing customer expectations.
Supporting Project Management with status reporting, release planning, issue management, change management, customer communications, release notes, task assignments and team direction.
Translate customer’s business requirements into clearly defined tasks.
Be the Subject Matter Expert of Upstream solutions that our clients can rely on.

What you'll need:

University Degree in Business, Computer Science or related discipline
3+ years of experience gathering and analyzing business requirements, drafting functional designs and delivering technical solutions preferably in a Contact Center environment
Customer focused with a high degree of professionalism and ability to set clear expectations on project deliverables
Solutions focused with a track record of taking initiative to find the best solution
A technical aptitude and eagerness for continued learning
An ability and willingness to write clear, concise documentation
Experience in an agile environment an asset
Able to learn quickly and easily adapt to a wide variety of challenges
Willingness and experience working within a flexible and collaborative team environment
Strong communicator with demonstrated confidence and active listening skills

We offer a competitive salary and benefits. We are located at 8000 Jane St in Vaughan, near Hwy 7. The office is easily accessible by car or transit (both TTC and York Regional Transit). More information about Upstream Works is available at www.upstreamworks.com.

Interested candidates may apply by responding to this job posting only.

And who are we?

At Upstream Works, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centers. We help solve tough problems by integrating software and using analytics to improve efficiency. And, we are proud to say we can do this in the fastest time in the industry.

We are a group of dedicated, hard-working, family-friendly, close-knit people who enjoy Holiday parties, family & friend picnics, and a culture of making the extra effort to do what we say we will, and make sure it benefits all of us. Oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees and no one gets hurt!

At Upstream, we live and work by our culture of collaboration, delivery and respect for each other. When we hand out business cards to our friends and peers, they say: “quae dicimus faciamus” – we do what we say.

Source: http://www.upstreamworks.com/company/careers/

Apr 13, 2018

Infrastructure Analyst - Vaughan

Upstream WorksVaughan

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Infrastructure Analyst - Professional Services

Upstream Works is an organization that is focused on delivery software technology for customer care in the rapidly changing social, mobile and multichannel world. We work within our core values of Accountability, Collaboration, Innovation, and Excellence. We like to get things done, and also have fun while we're doing it. As a growing organization, our employees have the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

Our Professional Services Team is currently looking for Infrastructure Analyst who will be a key contributor to the growth of Upstream Works. Reporting to the Director of Professional Services, you will be part of a team of professionals that deploys Upstream solutions to its customers. You will play a key role in the design, configuration and delivery of our Contact Center solutions.

What you'll do:

Lead the conceptual and logical design of infrastructure environments across a wide range of client infrastructure configurations.
Leverage your knowledge of our product and technical expertise to derive an optimal solution.
As a solutions expert, collaborate with our client’s IT departments and determine how to configure the solution’s infrastructure to best meet their needs.
Work closely with Project Managers and Implementation Specialists while delivering Contact Center solutions.
Providing technical guidance for business decisions relating to infrastructure design and ensuring that technical deployment adheres to functional specification.
Communicate design choices and clearly explain impact of design choices in technical and business terms to customer.
Evaluate and provide guidance on VM server sizing based on customer environment and requirements.
Design and create network diagrams that include firewall, load balancer, reverse proxy, VM and data traffic flow.

What you'll need:

University Degree in Computer Science or related discipline, or equivalent experience
5+ years of working experience in developing infrastructure architecture, with strong knowledge of principles and best practices in networking architecture and MS SQL infrastructure.
Provide advice, guidance and consultancy to internal and external stakeholders
5+ years of relevant experience working with the following: Networking, VMware, SAN, Load Balancers, Reverse Proxies, Active Directory. This list goes on and on. But it doesn’t intimidate you one bit.
Experience in an agile environment an asset
An ability and willingness to write clear, concise documentation
Solutions focused with a track record of taking initiative to find the best solution
You are truly, and deeply in love with technology. You have spot-on problem solving instincts and you continue to learn new technologies at super speed.
Excellent technical, problem solving and troubleshooting instincts
A track record of continued learning
Able to learn quickly and easily adapt to a wide variety of challenges
Willingness and experience working within a flexible and collaborative team environment
Strong communicator with demonstrated confidence, technical aptitude, and active listening skills

Apr 13, 2018

Customer Experience Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1152

Job Title: Customer Experience Analyst

Job Location: Reading

Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Analyst, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the Customer Journey across the business.

Some of the responsibilities will include:

To build and maintain solid long-term relationships with internal stakeholders
To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
Project management of campaigns from set up to completion
Ensure that Customer experience is embedded throughout the culture of operations through observation and analysis

The ideal candidate will have a passion for the customers experience and journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process. Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, 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.

Apr 12, 2018

Customer Experience Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1152

Job Title: Customer Experience Manager

Job Location: Reading

Salary – Up to £35,000+ bens

Reporting to the Senior Customer Experience Manager, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the Customer Journey across the business.

Some of the responsibilities will include:

To build and maintain solid long-term relationships with internal stakeholders
To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
Project management of campaigns from set up to completion
Ensure that Customer experience is embedded throughout the culture of operations through observation and analysis

Apr 10, 2018

Customer Experience Manager - Lichfield

Douglas JacksonLichfield

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To build and maintain solid long-term relationships with internal stakeholders
To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
To strive for the ongoing improvement and optimisation of the customer journey and performance of your department, creating the foundation for future growth
Project management of campaigns from set up to completion
Ensure that Customer experience is embedded throughout the culture of operations through observation and analysis

Apr 10, 2018

Customer Service Advisors -

Echo Managed Services

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Walsall, West Midlands

Closing date April 27th 2018

Salary
15,789.71

37.5
Hours

5.0
Positions Available

CUSTOMER SERVICE ADVISORS

PERMANENT POSITIONS. FULL TIME (TO INCLUDE EVENINGS & WEEKENDS)

Salary: £15,789.71 plus Company benefits

Location: Green Lane, Walsall

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.

To be successful you will be an excellent listener with the ability and flexibility to adapt to each customer’s needs. You will be an articulate individual with strong communication skills and the ability to build rapport with a wide range of customers. Whilst a background in Customer Service is desirable, if you have a strong understanding of what excellent customer service entails, coupled with a desire to excel in a customer service environment, then we want to hear from you. You will have GCSE’s (or equivalent) in Maths and English, alongside knowledge of Microsoft packages.

If you believe you can make a real difference to our customers then we can offer an opportunity with excellent training to kick start and / or further develop your career in Customer Service.

The Contact Centre covers a working window of 7am to 8pm Monday to Friday. Operation hours for weekends are 8am to 4pm and you will be required to work varied shift patterns during these hours including some weekend and bank holiday work.

Should your CV be shortlisted you will be required to complete a brief telephone assessment with one of our team. You will be advised after this assessment if you have been successful and will be invited to interview. Please include with your CV or Covering Letter details of your current notice period.

Source: https://www.echo-ms.com/careers/customer-service-advisors

Apr 9, 2018

Researcher - Developer -

Phonexia

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Researcher - Developer

Published: 2018-04-09 • Categories: Jobs in Phonexia

Source: https://www.phonexia.com/en/2018/04/09/researcherdeveloper/

Apr 9, 2018

Key Account Manager - Draper

ConvirzaDraper

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Benefits Offered

Vision, Life, Dental, 401K, Medical

Employment Type

Full-Time

Why Work Here?

“Showcase your skills as you develop new ones in a fast-paced and exciting tech industry.”

JOB CODE: CSV-180409-AM

OVERVIEW OF THE POSITION:

Convirza is looking for talented, capable, and energetic people to help it grow at this important time in its development. The Key Account Manager works with a varying client base, from small to mid-sized clients all the way up to top tier resellers, providing them unprecedented campaign management, uncovers new sales challenges/markets and developing opportunities for growth in our Marketing and Analysis business. You will provide sales and support service to customers, including diagnosis, quotations, data analytics, data analysis, proposals, PowerPoint presentations, speaking engagements and sales support

This position will be located at our company headquarters in Draper, Utah.

RESPONSIBILITIES & DELIVERABLES:

Provide sales and support services to customers, including diagnosis, quotations, and proposals
Develop business relationships from initial implementation, customer research and after sales support
Provide key insights of clients needs and wants after campaign is running
Able to run analytics and provide feedback and analysis on efficiencies and provide specialized reporting
Develop plans and communicate with Key Executives of potential project advancements and Key Performance Indicators
Work with assigned Sales Executives and Implementation teams in supporting and building these larger opportunities (Customers) for aftermarket requirements, when needed
And other duties as assigned

REQUIREMENTS:

Must haves for this role include:

Business Development skills
Sales acumen
Sales Support and Diagnostic skills
Analytics and Analysis capabilities
Marketing and Advertising experience
Speaking Skills
Project Management Skills
Must be comfortable working in a technology-based company that deals with cutting-edge systems with an ability to learn new technologies and teach them to others as necessary.

Successful applicants will possess the following:

Proven record of Key Account Management success, preferably in the Advertising, Marketing, B2B, and/or SaaS industries
Industry Knowledge a Plus but not required
Data Analysis/Analytics understanding and communication
Success in providing detailed reports for clients and executives
Speaking in front of small and large groups
Multi-tasker
Able to work in a fast paced environment.

Successful candidates will also have:

A strong customer focus
A strong work ethic, with the ability to work independently
A solid business background
Project Management aptitude and sales skills
Bachelor degree or equivalent experience in a related field
Excellent written, verbal, and presentation skills
Computer literacy, with the ability to learn new programs
Strong Excel Skills
Marketing and Advertising experience a plus
Some travel may be required as needed

COMPENSATION

Salary and Commission/Bonus is commensurate with your experience.

Benefits include paid vacation, holidays (Christmas day through the end of the year is our favorite Holiday), health insurance, optional 401K with match, optional dental, optional vision, and more.

Source: https://www.ziprecruiter.com/jobs/convirza-214f8552/key-account-manager-510caeb3?same_org_id=1&widgetlink=1

Apr 9, 2018

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Walsall, West Midlands

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