| Jobs |
22.02.2010
Call Center Agent Outbound
Kontakte knüpfen!
Für unseren Kunden, ein Individualdienstleister für Telefonmarketing mit interessanten Projekten aus unterschiedlichen Branchen suchen wir in Vollzeit und/oder Teilzeit (m/w)
Call Center Agent Outbound
die gerne mit ihrer Stimme überzeugen!
Ihre Aufgaben:
Terminierung von Kunden und Interessenten
Telefonische Vermarktung von Produkten und Dienstleistung auf Bestandskundenbasis
Telefonische Kundenbetreuung und -beratung
Dateneingabe und -pflege
Ihr Profil:
Sie haben eine angenehme Telefonstimme, eine klare Aussprache und fließende Deutschkenntnisse
Erste Berufserfahrungen im Bereich Kundenservice oder Telesales sind wünschenswert
Sie verfügen über EDV-Grundkenntnisse
Zeitliche Flexibilität in Teil-/Vollzeit
Wir bieten:
Mitarbeit in einem erfolgreichen Team
Festes Anstellungsverhältnis
Umfangreiche Seminar- und Workshopprogramme
Modernes und motivierendes Arbeitsumfeld
Kontaktieren Sie uns und lassen Sie uns über Ihre Zukunft sprechen!
Wenn Sie Interesse an dieser Position haben, registrieren Sie sich jetzt und senden uns Ihre Bewerbung.
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22.02.2010
Mitarbeiter für telefonische Kundenbetreuung
...die gerne mit ihrer Stimme überzeugen!
Ihre Aufgaben:
Sie betreuen die Bestands- und Neukunden zu Fragen nach Produkten und Dienstleistungen des Kundenunternehmens
Sie klären im eigenen Kompetenzrahmen Rechnungsdifferenzen
Sie bearbeiten selbstständig Reklamationen und Rechnungskorrekturen
Sie sind verantwortlich für die Kundenstammdatenpflege
Ihr Profil:
Sie verfügen über eine abgeschlossene kaufmännische Ausbildung sowie erste relevante Berufserfahrung
Sie besitzen neben einem freundlichen Wesen auch ein serviceorientiertes und kommunikatives Auftreten
Sie bringen zudem erste Erfahrungen in der telefonischen Kundenbetreuung mit
Sie können sich schnell auf individuelle Kundensituationen einstellen
Wir bieten:
Attraktives und modernes Arbeitsumfeld mit gutem Betriebsklima
Gute Einarbeitung seitens unseres Kundenunternehmens
Registrieren Sie sich jetzt, und senden Sie Ihre Bewerbung.
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22.02.2010
Kommunikationsprofis, die gerne mit ihrer Stimme überzeugen!
Wir kennen den Arbeitsmarkt und eines unserer Spezialgebiete ist der Bereich der telefonischen Kundenbetreuung. Wenn Sie im Raum "Hamburg" eine neue Aufgabe suchen, bieten wir Ihnen folgende Stelle als (m/w)
Ihre Aufgaben:
Entgegennahme eingehender Kundenanrufe
Aktive telefonische Kontaktaufnahme bei Bestandskunden
Bearbeitung eingehender Internetanträge (jeder Internetantrag zieht einen Rückruf beim Kunden und telefonische Beratung nach sich)
Abschlussorientierte Beratung von Interessenten
E-Mailbearbeitung
Temporäre Unterstützung bei telefonischen Kundenbindungsmaßnahmen
Abschlusssichere und kundenorientierte Produkt- und Serviceberatung
Nachhalten und pflegen des eigenen Kundenbestandes
Ihr Profil:
Teamarbeit ist Grundlage des gemeinsamen Erfolges
Sie bringen eine kaufmännische Ausbildung sowie erste Erfahrungen in der Kundenbetreuung mit
Sie beherrschen die deutsche Sprache verhandlungssicher in Wort und Schrift; weitere Fremdsprachen sind wünschenswert
Sie sind aufgeschlossen, kommunikativ und haben ein seriöses und verbindliches Auftreten
Sie sind Neuem gegenüber aufgeschlossen und blicken gerne über den "Tellerrand" hinaus
Wir bieten:
Einen modern und großzügig ausgestatteten Arbeitsplatz
Attraktives Arbeitsumfeld mit gutem Betriebsklima
Registrieren Sie sich jetzt, und senden Sie Ihre Bewerbung!
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12.02.2010
Inbound Sales Team Leader
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Inbound Sales Team Leader
Location
Leicestershire
Salary
19K + bens
Details:
An Inbound Sales Team Leader required to work in the sales environment in this busy and thriving call centre environment.
Company / Role Overview:
Evolving and fast paced contact centre that rewards it’s staff with great benefits and a challenging work environment.
Key Responsibilities:
• Management of 15 Inbound Sales Agents
• Managing the sales booking and additional product conversion targets
• Ensure the team are achieving on email, correspondence and administrative targets
• After-sales monitoring
• Coaching and managing team, regular one to ones and ongoing support and guidance
Key Skills / Experience required:
• Must have at least 6 months managing a call centre team in the inbound sales arena.
• GCSE level or equivalent including Maths & English.
• Sales and customer service skills.
• Target driven environment.
• Good keyboard skills.
• Experienced PC user – windows based.
• Word / Excel desirable
Package:
19,000 + Company discount scheme on products, services and related retail industry – up to 30%.Generous holiday scheme, free parking
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Outbound Sales Team Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Outbound Sales Team Manager
Location
East Anglia
Salary
24k + £550 min monthly bonus
Details:
If you are a successful sales manager motivated by the thought of an opportunity to be fully rewarded for your success, with an uncapped bonus(team managers achieve circa £500-£600 a month – circa £7K a year!!), then this is the opportunity you have been waiting for!
You will lead a sales team of Outbound Call Handlers and will be responsible for the achievement of a range of sales, quality and compliance objectives for your team. You will pro-actively seek new opportunities to move the business forward, and support the Call Centre Manager on strategic and operational initiatives as required.
What you MUST be able to do!
• SELL and have a clear background in an outbound sales environment, to include demonstrable experience of successfully converting sales to achieve target
• Be highly motivated by an uncapped bonus scheme and have the drive to over exceed targets to achieve maximum bonus!
• Have the ability to motivate and enthuse your team to achieve targets and maximise unit performance.
• Ability to identify and address training / development needs.
• Hands-on approach to take an active role in sales and servicing customers needs.
• Ability and willingness to share your knowledge and skills with less experienced members of the team through coaching and mentoring
• The confidence and willingness to develop your own skills through continuous training.
• Ability to analyse and interpret data to develop strategies.
Experience you'll need!
• At least 12 months experience in a Team Leader / Manager role, with a proven track record in achieving great results in an outbound sales environment
• An enthusiasm and drive to succeed.
• Flexibility in your working hours to provide support to the centre as a whole.
• A desire to help others and develop them through coaching.
Hours & Pay
Up to £24K base salary + an uncapped bonus (team leaders are currently achieving a minimum of £500-£600 a month – circa £7K a year!!)
A flexible working week of 37½ hours, shifts work as follows on a 2 week rota: 1st week: Mon to Thurs 12.30pm – 8.30pm, Fri 11am – 7pm, Sat 9.30am-5.30pm and Sunday off. 2nd week: Mon to Thurs 12.30pm – 8.30pm and Fri, Sat & Sun off
Package:
Up to £24K base salary + an uncapped bonus (team leaders are currently achieving a minimum of £500-£600 a month – circa £7K a year!!)
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Manager
Location
West Yorkshire
Salary
55k + 15% Bonus
Details:
Company / Role Overview:
An international company with a strong presence in their field are looking for a multi channel sales manager to maximise sales. Must have experience of working in a contact centre and have exposure to web sales.
Key Responsibilities:
• Drive revenue growth through maintaining and developing profitable revenue streams to meet and exceed targets, including the inbound contact centre, the UK and Ireland web channel and training department.
• Account and campaign management
• Liaison with all sales and marketing departments to increase order values
• Develop, implement and improve processes through identification of operational, sales and technological changes impacting on customer satisfaction and contact centre efficiency
• Manage and develop the inbound contact centre teams to ensure the aggressive development of new customer relationships, to expand existing account relationships and opportunities
• Direct, train and motivate call centre representatives responsible for taking and making orders, execution of business strategy
• Leading, inspiring and engaging service and sales teams through change
Key Skills / Experience required:
• Demonstrable record of achieving consistent sales revenue growth in a competitive, high-service, multi-channel, strong performance orientated industry / sector (including telecoms, technology hardware, equipment or other services)
• Graduate calibre; intellectual capability to analyse and resolve complex
• Technically adept; proven ability to develop and/or apply highly advanced technologies, principles, theories and concepts in the eCommerce arena to achieve online sales growth
• Proven leadership skills to inspire, develop, motivate and retain talent in a change orientated, contact centre environment; a compelling presenter with executive presence
Package:
55k + 15% Bonus
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Business Development Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Business Development Manager
Location
UK client base, work from home
Salary
70K +bens (100k OTE)
Details:
A global outsourcing giant with 25+ international call-centres in over 10 countries. Working with a number of blue chip clients, they are expanding & looking to recruit the best talent in the market.
Company / Role Overview:
This role will be based from home working within the UK market – nationwide. The main purpose will be to bring in new accounts –selling contact centre outsourcing solutions to blue chip clients. This role demands an excellent quality candidate that has strong business development skills and good account management capabilities that has previously worked to demanding targets and is hungry to win new accounts and to progress in their career.
Key Responsibilities:
• New business development to win business – working to targets
• Presenting to prospective clients to win business – UK wide – travelling to meetings
• On going account management of campaigns/accounts
Key Skills / Experience required:
• Business Development and proven track record of successful account management and generating new accounts to achieve target
• Account Management
• Experience in a similar role
• Experience of working for a contact centre outsourcer
For more information, please contact Cactus Search today
Package:
70K +bens (100k OTE)
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Head of Planning
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Head of Planning
Location
London or Midlands
Salary
c70k + exceptional bonus + bens
Details:
Heading up a large, virtual team responsible for the delivery of Planning and Forecasting to a multi disciplined, multi site, geographically spread operational delivery model. This role engages with the Senior Operational Managers who represent each sire to ensure service delivery and revenue assurance. The role ensures the proactive management and co-ordination of the function and ensures that a premium service is delivered which includes internal benchmarking, the sharing of Best Practice and ultimately industry leading innovation.
The successful candidate will possess the following skills and experience.
• Experience of managing a complex planning function across multiple sites (minimum of 3) and specialisms.
• Experience of building the planning strategy for a multi-contact organisation would be greatly advantageous (sales, service, support and face to face contact etc)
• Experience of implementation of major RP systems and processes would also be advantageous as there is a great amount of change required in this role
• Exceptional people management skills and abilities in a complex, UKwide (and potentially offshore) business
• Experience if managing a RP division responsible for thousands of staff within a consumer related service and sales business
• Awareness and understanding of the contact centre industry best practice and the application of innovative change within the workplace.
• Must demonstrate, understand and comply with all legislative requirements including but not limited to FSA, CCA, DPA, OFCOM and OFGEM
This is a superb, high level Head of Planning role and requires someone at the top of their game.
Package:
c70k + exceptional bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details..
Job Title
Sales Manager
Location
Derbyshire
Salary
to 35k + bonus + bens
Details:
Working for one of the UK’s fastest growing organisations the successful person into this role will have responsibility of managing over 100 Inbound and Outbound Sales advisors through a number of Team Managers.
Key skills and experience required for this role include:
* Experience of managing inbound and outbound sales teams
* Ability to manage up to 100 heads through a number of Sales Team Managers
* Experience of consumer sales teams
* Excellent ability to achieve results through people.
* A proven, demonstrable track record performing against targets
* A resilient approach and the ability to manage conflicting priorities.
* Financial services experience would be advantageous
Key responsibilities include:
• Manage, motivate and develop your Sales Team Managers to deliver business objectives and sales targets.
• Monitor and manage performance to drive and continually improve business performance
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency
• Drive the performance at site level; taking ownership for sales campaign communication, and campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven campaign performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Management role for a highly skilled individual to join this leading team.
Package:
to 35k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Inbound Sales Team Leader
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Inbound Sales Team Leader
Location
West Midlands (South)
Salary
22k + 6k bonus + bens
Details:
This large, multisite Service and Sales Contact Centre has the requirement for an exceptional Sales Manager Team Leader to join their highly successful, energetic site in the West Midlands.
Reporting into the Senior Contact Centre Sales Manager the successful candidate will have the following experience:
• Experience of managing an inbound sales team of close to 15 inbound sales advisors
• Experience of proactively managing in a changing culture (from a service led culture to one of sales through service)
• Demonstrable success of up selling and cross selling
• Exceptional People Management skills and experience
Key responsibilities include:
• Manage, motivate and develop your team to deliver business objectives and cross selling and up selling targets.
• Monitor and manage performance to drive and continually improve business performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Leadership role within a superb, fast paced and successful organisation
Package:
22k + 6k bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Manager
Location
Yorkshire
Salary
to 35k + bonus + bens
Details:
Working for one of the UK’s fastest growing organisations the successful person into this role will have responsibility of managing over 100 Inbound and Outbound Sales advisors through a number of Team Managers.
Key skills and experience required for this role include:
* Experience of managing inbound and outbound sales teams
* Ability to manage up to 100 heads through a number of Sales Team Managers
* Experience of consumer sales teams
* Excellent ability to achieve results through people.
* A proven, demonstrable track record performing against targets
* A resilient approach and the ability to manage conflicting priorities.
* Financial services experience would be advantageous
Key responsibilities include:
• Manage, motivate and develop your Sales Team Managers to deliver business objectives and sales targets.
• Monitor and manage performance to drive and continually improve business performance
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency
• Drive the performance at site level; taking ownership for sales campaign communication, and campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven campaign performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Management role for a highly skilled individual to join this leading team.
Package:
to 35k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Operations Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operations Manager
Location
South Yorkshire
Salary
40k+20% bonus paid quarterly
Details:
Details: **You must have previous experience within an FSA regulated environment in order to apply for this role**
Extremely challenging, demanding yet exciting role, requiring a very strong, experienced and capable manager with a good mix of both people and operations management coupled with excellent stakeholder management – fantastic role but not for the faint hearted!
Key Skills / Experience required:
• Strong leadership skills with ability to manage multiple teams & large groups of people (200 FTE)
• Previous experience within a Financial Services organisation
• Previous experience at an operational management level within a call centre environment
• Previous outsourcing experience would be desirable
• Client relationship & stakeholder management skills
• Passion for delivering exceptional customer service
• Demonstrated knowledge of contact centre operations and customer support
• Excellent verbal and written skills
• Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals.
Key Responsibilities:
• Direct involvement in the recruitment, selection induction and on going skills development for all direct reports, ensuring the best talent is attracted and retained.
• Ensure service levels are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Package:
40k + bonus 20% paid quarterly + Bupa + Pension
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Collections Consultants
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Collections Consultants
Location
Gloucestershire
Salary
35K + bens
Details:
Do you have collections experience? We are looking to recruit Collections Consultants for a multi award winning organisation who will provide full product training and ongoing support
Great opportunity to join this organisation on an initial 6 month Fixed Term Contract OR Permanent basis. If you are currently looking for work you have nothing to loose and everything to gain!
Company / Role Overview:
While these are not Management roles, the salary on offer and the experience required would suit a team Leader / Manager as the organisation is looking for interim/permanent collections consultants to liaise with customers who have fallen into financial difficulty. This will be a gentle/sensitive approach and providing consultative advice is essential. This organisation is a multi award winning business with sites across the UK and Europe. They will provide full training and ongoing support.
Key Skills / Experience required:
• At least 2-3 years experience in a mortgage collection OR debt recovery environment
• Any experience of working in an outbound dialler/targeted sales environment would be advantageous
Key Responsibilities:
• Constantly challenge existing practices and processes and suggest improvements to ensure that service is most effective and efficient
• Communicate clearly within the team and across the Operation
• Maintain personal development records to ensure that appropriate skills and knowledge are acquired and cultivated
• Ensure understanding and compliance with the standards specified by the FSA (Principles and MCOB Rules) and the other Codes of Conduct, specifically those relating to Treating Customers Fairly
• Involvement in group projects e.g. client implementation
• Handle and escalate complaints in accordance with client policy/internal procedures
• Undertake analysis and support the implementation of change control activity across the Operation
Package:
£25,000 - £35,000 per annum + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Outbound Sales Team Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Outbound Sales Team Manager
Location
Northamptonshire
Salary
30K base (40-50K OTE)
Details:
If you are a successful outbound sales manager motivated by the thought of an opportunity to earn a fantastic basic salary coupled with superb bonus potential, then this is the opportunity you have been waiting for!
You will lead a sales team of Outbound Call Handlers and will be responsible for the achievement of a range of sales, quality and compliance objectives for your team. You will pro-actively seek new opportunities to move the business forward, and support the Call Centre Manager on strategic and operational initiatives as required.
What you MUST be able to do!
• SELL and have a clear background in an outbound sales environment, to include demonstrable experience of successfully converting sales to achieve target
• Be highly motivated by an excellent bonus scheme and have the drive to over exceed targets to achieve maximum bonus!
• Have the ability to motivate and enthuse your team to achieve targets and maximise unit performance.
• Ability to identify and address training/development needs.
• Hands-on approach to take an active role in sales and servicing customers needs.
• Ability and willingness to share your knowledge and skills with less experienced members of the team through coaching and mentoring
• The confidence and willingness to develop your own skills through continuous training.
• Ability to analyse and interpret data to develop strategies.
Experience you'll need!
• At least 12 months experience in a Team Leader / Manager role, with a proven track record in achieving great results in an outbound sales environment
• An enthusiasm and drive to succeed.
• Flexibility in your working hours to provide support to the centre as a whole.
• A desire to help others and develop them through coaching.
Package:
30K base (40-50K OTE) + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Outbound Sales Manager 1yr FTC
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Outbound Sales Manager 1yr FTC
Location
North East
Salary
45-55K+bonus+bens
Details:
Join this leading UK Brand in this high profile position supporting the growth & success of an Outbound Sales Operation based in their state of the art call centre in the North East
This position will be covering maternity for a Fixed Term of 1 year. There is a great deal of potential for this role to progress to a permanent position in the future and the contract must commence in March 2010
Overall Job Purpose - The role holder will have direct responsibility for circa 7 Team Leaders who in turn manage teams of 10-12 agents. Agents are responsible for selling a portfolio of financial services products to the end consumer. Individuals will be required to lead, manage and motivate this team and have responsibility for their performance against a number of key metrics including sales, customer satisfaction, employee satisfaction, compliance with statutory requirements and operational efficiency.
KNOWLEDGE & EXPERTISE – Essential
• Experience of managing Team Leaders in an Outbound acquisition role with an in-direct responsibility for circa (100 – 150 FTE)
• Leadership skills are critically important including the ability to build a focused, collaborative, results-oriented work group
• Ability to drive outbound sales volumes from a product perspective whilst balancing this with broader market awareness and an understanding of the need to respond to changes in customer demand
• A good business understanding is important and high performing Sales Managers will show a keen interest in their market sector and in how their efforts contribute to the success of the company as well as demonstrating a good understanding of sales management processes
• Whilst product/industry knowledge is not essential, an appreciation of regulatory compliance is important
• Knowledge of good practice gained in a similar B2C contact centre environment is essential
Package:
45-55K (DOE)+ excellent bens + bonus
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Customer Service Project Analyst
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Customer Service Project Analyst
Location
Dorset
Salary
27k+Bens
Details:
An exciting and pivotal role for an Operations Support Analyst with a good Project Management and Lean methodology background in call centre customer services.
Company / Role Overview:
This is a key role within a large customer service and sales contact centre which requires a Project Analyst with Call Centre Operations Support who is able to apply Lean Methodology to the contact centre processes currently in place. This role may also suit a Business Analyst with Lean Methodology so long as they can offer Contact Centre experience.
Key Responsibilities:
• To lead or support the Business Transformation in the delivery of) Operational/company-wide change initiatives -
• To manage operational readiness and the smooth implementation of systems deployments and migrations.
• To undertake detailed analysis in order to develop clear business requirements
• To deliver high-quality project reports,
• To raise change requests and undertake a thorough impact assessment of all proposals, liaising with colleagues across the business at all levels to ensure that initiatives capture all relevant information.
• To manage and communicate incidents across Operations for mid-scale events that impact customers and employees, mitigating internal and external risks.
• To participate actively in the development of a strategy for continuous process improvement for Customer Service Operations
• Develop and deliver a programme of continuous process improvement, which increases efficiency and reduce cost in line with business objectives.
• To ensure business transformation project management disciplines are adopted at all times.
• To act as in internal consultancy capacity, providing expertise and guidance on operational matters and sharing best practice when colleagues require support.
Key Skills / Experience required:
• Previous project management experience
• Lean process improvement methodology
• Sound Business acumen and Operational background
• Analytical / MI experience
• Ideally call centre background or similar
Package:
£27k + Benefits
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Dialler Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Dialler Manager
Location
Scotland
Salary
30k + bonus + bens
Details:
This company is changing. A Recent re-structure has opened up excellent opportunities across the business to include the role of Dialler Manager. You will be experienced in managing an outbound Dialler system and managing a team of dialler administrators, key responsibilities to include:
• Continually seek to improve the performance of the businesses outbound accounts whilst maintaining compliance with regulatory rules.
• Adding value to the organisation and customer relationship through analytics, including customer profiling and propensity modelling.
• Develop the skills of the Dialler Team
• Provide pre-sales support to the Business Development team
• Ensure outbound campaign management and supporting processes provide optimum selling/collections opportunities whilst maintaining compliance with regulatory rules
• Requirements for sales opportunities
Package:
30k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Operations Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operations Manager
Location
Buckinghamshire
Salary
50k + bens
Details:
Very exciting opportunity to join a high profile organisation in a highly visible and influential position. This organisation is looking to recruit an Operations Manager who has experience in Commercial Processing Cards experience and will add value and ongoing support. This truly is a career opportunity of a lifetime
Company / Role Overview:
Very exciting opportunity to join a high profile organisation in a highly visible and influential position. This organisation is looking to recruit an Operations Manager who has in Commercial Processing Cards experience and will add value and ongoing support. This truly is a career opportunity of a lifetime
Key Skills / Experience required:
• Commercial Processing Card experience essential
• A minimum of 5 years previous management experience within a Contact Centre operation with extensive financial services exposure
• Experience of working closely with key stakeholders
• Previous experience of leading and motivating teams to achieve results
Key Responsibilities:
• To ensure best practice day-to-day process and people management on a client operation.
• Ensure agents and Team Managers are appropriately skilled to support the strategic relationship with the client.
• This includes the management of an account to budget and responsibility for operational client management activity.
• The Operations Manager is responsible for productivity and performance, across all teams
• Regularly appraise and review Team Managers and their teams in line with Company methodology for probation, objective-setting and appraisal management.
• Use agreed company methodology to proactively plan for the effective delivery of resources to best meet call/contact flow requirements.
• Manage operational activity with a view to proactive operational risk assessment. Report up-line any potential or actual operational risks in a timely and accurate fashion.
• Support the implementation of a project plan, to set-up operations to agreed design, timescales and budgets
Package:
45K-50k DOE
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Quality Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Quality Manager
Location
Scotland
Salary
25 - 30k + bonus + bens
Details:
A company that has recently undergone rapid change is recruiting for Quality Managers to cover their Multi sited business.
The successful candidate must have previous Quality Management experience and will be responsible for the following:
• Develop and implement a quality management strategy designed to meet both internal and external quality requirements
• Lead, motivate and develop a team of Quality Coordinators to ensure their engagement in and contribution towards the quality management strategy
• Manage the Quality Monitoring process across various projects
• Manage the measurement, analysis, reporting and publication of Quality performance
• Establish and implement a communication strategy to raise awareness of and improve quality issues
• Work alongside Operations Managers and Team Managers to develop specific Quality improvement plans for their areas of responsibility
• Work in conjunction with other Quality departments, both internal and external, to align standards, share best practice and improve upon results
• Identify relevant quality-related training needs and deliver training and coaching where necessary
• Additional quality/communication duties as directed by the senior operations management team
Package:
25 - 30k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Resource Planning Analyst
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Job Title
Resource Planning Analyst
Location
Edinburgh
Salary
24k+Bens
Details:
An experienced Resource Planning (Capacity) Analyst with extensive contact centre planning required for a large UK business with career potential.
Company / Role Overview:
This is a tremendous career opportunity within a large organisation demonstrating high employee engagement and one of the UK's best places to work in the Sunday Times 2009 'Top 20 Best Big Companies to work for' Survey
• Excellent numeric and analytical ability proven in a contact centre analyst role
• Qualification or experience to demonstrate high level of numeracy
• Experience with building and analysing models using Microsoft Office tools
• Experience of using Dialler and Workforce Management tools
Key Responsibilities:
Using Aspect WFM, Avaya and Genesys Telephony systems you will be responsible for the following deliverables.
• Drive forecast accuracy and develop variance analysis techniques
• Provide an effective short to long term resource planning solution in order to improve our resource planning capability on an intraday basis
• Drive key links between customer service and operations sectors to improve the customer experience
• Maintain, roll-out and improve the day to day management of Work-force management tools
• Effectively communicate and influence at all levels from groups of agents through to Centre Managers
• Constantly challenge yourself and the Team on methods of working to ensure the service delivered is world class
• Ensure the provision of accurate and effective management information
• Create and analyse bespoke MI to find new ways to support the business in the requirement for, and delivery of, new initiatives
• Focus on delivering service levels on a daily and weekly basis
• Identify improvements to the planning process and make recommendations for change
Key Skills / Experience required:
• Contact centre resource planning experience and high level of Numeracy
• Exposure to SAS or similar data mining and reporting software
• Sound grasp of one or more programming language(s)
• Excellent communication skills both written and oral.
• Superb Stakeholder Management techniques
• Proven time-management skills.
• Extensive experience in effectively managing customer expectation.
• Able to cover the hours 0600-2300 Monday to Sunday on a rotational basis
Package:
To £24k + Package of 4k.
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12.02.2010
Due Diligence Manager
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ob Title
Due Diligence Manager
Location
West Yorkshire
Salary
40K+bonus+bens
Details:
Debt Management and Financial Services, multi Site operation. This company have a very impressive growth record and are cutting edge in their field.
Due to expansion the role of ensuring Due Diligence and Pricing during the purchase of Portfolio’s needs to be separated from the sales department and steered in a data driven Direction, therefore this is a totally new role. This role will be responsible for undertaking on-site client audits and communicating findings to Pricing Committee in order to drive optimal commercial pricing decisions.
The Ideal Candidate, as well as being analytical and inquisitive will also have exceptional interpersonal skills enabling them to manage the data purchasing process effectively; flagging up any discrepancies in data and ensuring the full picture is apparent before the purchase.
Key Responsibilities:
• Owner of target pricing data from receipt into the business, through to pricing committee, and hand off of formatted data to the operational team.
• Key point of contact with client during pricing process for data transmission, data queries and data clarification.
• Undertaking high level data analysis to form basis of Due Diligence
• Carry out on-site due diligence of pricing data and internal collection processes and strategies at the vendors as necessary to understand the pricing file, and identifying pertinent information to help the business make informed pricing decisions.
• Validating quality of data supplied by prospective clients
• Deliver business communications regarding all sales
• Manage post sale process to book accounts on to operational system, including chairing the cross-functional portfolio book-on meeting held for all successful portfolio acquisitions.
• Primary financial support for Sales & Marketing Director, including:
• Variance and pipeline reporting on asset purchase performance versus budget
• Reporting and analysis on market trends and reviewing and updating competitor financial performance
• Attending Pricing Committees, and where necessary deputising for Head of Pricing and Modeling.
• Managing all documentation and internal communications regarding each due diligence, including retaining all pricing minutes and supporting data presented and produced to support the pricing decision
Key Skills / Experience required:
• Previous experience in debt purchase/financial services industry
• Analytical and able to decipher large amounts of Data and find discrepancies.
• Understanding of operational collections processes
• Diplomatic and personable.
Package:
Circa £40k + Bonus + Benefits
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12.02.2010
Resource Planning Analyst
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Job Title
Resource Planning Analyst
Location
Lancashire
Salary
25k+bens
Details:
Reporting into the Resource Planning Manager you will be responsible for contributing to the achievement of Call Centre Targets by means of working alongside Team Managers, Operations Managers, Business Managers and Directors.
Responsibilities
• Production of shift and deviation reports highlighting any shortfall and availability to best meet call centre targets and business objectives.
• Analyse real time and historical work load trends
• To update daily absence details, accurate completion of various Weekly/Monthly and ad-hoc MI reports. Highlighting Weekly Absence Statistics, Productivity Performance, FTE figures, Recruitment Plan and Call/ workload performance
• Attendance at team meetings for assigned departments. To be able to understand and interpret performance issues, and recommend resource planning solutions.
• Authorise/Decline Holidays based on agreed percentages per business area
• Update daily absence details and deliver to business within set timeframes. Maintain long range records.
• Plan ‘offline’ activities ensuring least impact to the business.
Liaise with colleagues at all levels, answer and personally resolve any associated queries.
Skills and Experience Required
• Proven daily use of Excel to an advanced level
• Excellent communication skills
• Thorough understanding of scheduling / planning impacts upon a call centre.
• Proven ability to present statistical information to senior management
• Excellent relationship building skills.
• Prioritisation and organisation of daily work load
• The ability to work unsupervised and on your own initiative
• Deadline / Target focused
• Competent with all Microsoft packages.
• Previous experience in a planning and organising capacity
• Knowledge of: W.F.M system (Verint) ACD Telephony (Avaya Preference)
For more information, please contact Cactus Search today
Package:
25k+bens
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12.02.2010
Head of Site
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Job Title
Head of Site
Location
North East
Salary
70 – 80k + bonus + bens
Details:
A Head of Site is required for this large, growing, rapidly changing multi sited business.
The successful candidate will possess a background in volume Contact Centre Management and will be well versed in the management of large complex P&L's from with a complex business environment.
This site is set to grow quite extensively and as a result we are seeking an individual who has experience of growing and diversifying a site with emphasis on revenue generation and efficiencies.
As part of the UK Senior Management team the successful individual will have experience of working across sites in conjunction with peers towards a common business goal.
Key experience required for this role:
• Experience of managing in excess of 500 seats within a Sales, Service and retentions environment
• The ability to build excellent relationships with internal and external stakeholders, businesses and clients
• Demonstrable strong commercial management skills in a P&L environment
• Excellent leadership and interpersonal skills.
• Strong project management and planning skills in order to successfully manage multiple, simultaneous projects. Driven leadership style.
This is a challenging, rewarding role which requires a highly experienced, forward thinking individual to join a progressive organisation.
Package:
70 – 80k + bonus + bens
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12.02.2010
Sales Campaign Manager
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ob Title
Sales Campaign Manager
Location
North West
Salary
40K+bens
Details:
The Sales Campaign Manager is responsible for the leadership and management of a strong and dynamic B2B sales team. The manager will work to deliver and exceed stretch targets through team motivation, coaching and performance management. They must attend client briefs and meetings both on and off site building relationships with both internal and external stakeholders. They will have a strong focus on meeting and exceeding client expectations and have a high drive for continuous improvement and delivering an exceptional customer experience.
THE ROLE
• Responsible for leading and developing a team of 40fte in a fast paced Outbound Sales B2B environment
• Performance Management and coaching of Team Managers and direct reports
Implement monthly incentives to accelerate sales growth
KNOWLEDGE AND EXPERIENCE
• Strong, proven ability to manage a high performing sales team within a Contact Centre environment, ideally in an Outbound B2B environment
• Possess a proven track record in Sales and have the drive and ambition to succeed
• Experience of successfully coaching/motivating and performance management of a team to deliver results
• Delivering results to targets and deadlines
• Must be a “Hands-on” manager who works closely with their team
Package:
Up to £35,000 + car £5K + 10% bonus + bens
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12.02.2010
Complaints Team Leader
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Job Title
Complaints Team Leader
Location
North East
Salary
18k + bonus + bens
Details:
A leader in their field has the requirement for an exceptional Complaints Team Leader
Key Responsibilities:
• Train and coach team agents on dealing with complaints on a regular basis, and write and deliver bi-annual performance appraisal.
• Training and recruitment of team, dealing with one to ones and appraisals
• Daily management of team members, maintaining open lines of communication.
• Dealing with escalated complaints
Key Skills / Experience required:
• Complaints management in a call centre environment
• Proven time management skills
• Excellent communication skills
• Able to work well under pressure and in a changeable environment
• Strong written and oral communication skills, including presentation skills
• Experience with providing and receiving coaching and feedback
• Good planning, organising and problem-solving skills
• Able to encourage, motivate and provide recognition
Package:
18k + bonus + bens
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12.02.2010
Technical Support Team Leader
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Job Title
Technical Support Team Leader
Location
North East
Salary
18k + bens
Details:
A growing business that adds great value to customer relationships.
Key Responsibilities:
• Managing Technical team of up to 20 agents to work on a technical support desk
• Providing training and coaching for the staff to provide exceptional support to customers
• Develop relationships within the supporting business units to help resolve issues related to team members
• Able to take end-to-end ownership of employee issues that require liaison with others.
• Meet or exceed all deadlines for reporting.
• Demonstrate skills at analysing trends and assist in creating action plans that determine a solution.
• Demonstrate teamwork by supporting and assisting other Team Leaders as necessary.
• Effectively use business standard oral and written communication skills on a daily basis.
• Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.
• Demonstrate flexibility by working varying shifts and responding to unanticipated events.
• Maintain phone skills while applying knowledge to day-to-day project experiences.
Key Skills / Experience required:
• Previous management of a technical team in the contact centre environment
• Proven time management skills
• Excellent customer service and support skills
• Able to work well under pressure
• Exhibit professional demeanour
• Strong written and oral communication skills, including presentation skills
• Able to work a flexible schedule
• Experience with providing and receiving coaching and feedback
• Able to multi-task
• Good planning, organising and problem-solving skills
• Able to encourage, motivate and provide recognition
• Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel
Package:
18k + bens
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12.02.2010
Offshore Senior Performance Manager
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Job Title
Offshore Senior Performance Manager
Location
Mumbai, India
Salary
70K+50% bonus+full bens
Details:
This role will be based in India, with regular travel required between sites
Number of Direct Reports: Direct Reports: 1-4 with direct Influence over circa 700 FTE from 3rd Party Supplier
Unique opportunity for an experienced Manager to join this multi-national organisation to work with the 3rd party suppliers in driving sales performance and service management across the off-shore contact centres in India.
Overall Job Purpose:
• Drive sales performance and service management across the contact centre.
• Establish, develop and maintain excellent relationships with third party suppliers, UK contact centres and other support areas with the UK business
• Champion and implement the cultural change needed to drive and re-enforce consistent sales and service disciplines and ways of working within the Contact Centre.
• Work in partnership with the 3rd Party Supplier to deliver exceptional performance and customer satisfaction.
Role Requirements (experience and skills):
• Demonstrable experience of people management - MUST have Operations Management Experience and managed a number of direct Team Leader reports.
• Demonstrable experience of working within a contact centre environment, with knowledge of both sales and service management
• Experience of supplier/stakeholder/customer relationship management both internal and external
• Understanding of supplier relationships and off shoring models
• Offshore experience is highly beneficial and working in Inda would be preferable - if no offshore experience then experience within outsource operations is essential
• Ideally from a regulatory environment (banking or otherwise)
• Experience of working in a non-UK environment is highly beneficial
• Detailed knowledge of the management of sales growth and income, operational effectiveness and efficiency and risk and rigour management,
• Detailed knowledge– including management of the Contact Centre Profit & Loss Account
• Experience of project management and change practices
• A demonstrable understanding and appreciation of inter-cultural sensitivity is essential
• Extensive experience of working in the UK as a big part of the role is embedding the UK culture into the process
• A key requirement of this role is to have advanced influencing skills and the ability to make things happen through outsource partners, so an understanding and experience of working within contact centre outsourcing would be highly beneficial
Overall Job Purpose is fundamentally based around working alongside the third party supplier
The breakdown of this role is as follows:
• Management of sales performance, the customer experience and operational performance: 60%
• Providing Powerful Leadership – supplier: 20%
• Change Management: 20%
Salary circa 60 - 70K plus bonus up to 50% of basic salary (subject to performance and market conditions)
Package will include: accommodation, internet charges, one business class flight home per year, support in moving belongings to India, Hypothetical Tax rather than India tax rate, Healthcare, Travel Insurance for 12 months
Package:
Salary circa 60 - 70K plus bonus up to 50% of basic salary (subject to performance and market conditions)
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12.02.2010
Customer Service Leader
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Job Title
Customer Service Leader
Location
North West
Salary
20k + Bonus
Details:
Experienced team leader required to manage a team of customer service agents for a well known National Retailer
Working as a team leader within a North West based call centre you will be responsible for leading a developing a team of 12-14 customer service advisors handling inbound calls from customers and resolving queries or problems.
Key Responsibilities:
• Keeping up to date daily on key performance measures and prioritise and plan actions to motivate team and individual performance.
• Continuously improve performance making sure that good performers as well as under-performers are motivated.
• Monitor and accredit customer service calls. On a weekly basis have a 1:1 with each CSA ask them how they think they did, give feedback, praise, encouragement, recognition and thanks in order to build confidence. Look for improvement opportunities together and agree actions. Prioritise our workload so that we spend more of our coaching time with under performers.
• Once a monthly at a one to one meeting with each advisor review overall performance (call quality, availability, compensation) and identify any coaching or training needs. Explore individuals desire to develop/grow/take more challenges and plan activities as appropriate.
• Face up to performance problems, seek to resolve them positively where possible but take disciplinary action if necessary, using judgement about the circumstances of each case.
• Take responsibility for challenging people, processes and activities that have an impact on customers and colleagues and identify opportunities for improvement.
• Keep people up to date daily on any tactical operational issues that have an impact on customers.
• Take care to listen to and be aware of advisors’ issues (be they work or personal) and help to resolve them. Use appropriate processes to organise such things as holidays, shift changes etc. Complete weekly payroll adjustment sheets.
Package:
20K + bonus + company product discounts
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12.02.2010
Trainer
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Job Title
Trainer
Location
Buckinghamshire OR West Midlands
Salary
25K + Bens
Details:
Company / Role Overview:
An exciting opportunity has arisen for an experienced Trainer to join an expanding and innovative company. This role would be great for someone that takes pride in getting the best out of employees. The company are FSA regulated and ideally this trainer will come from financial services or insurance background.
You will be responsible for all training and coaching for defined areas within sales and customer services. * You will need to travel between sites – travel fully expensed*
Key Skills / Experience required:
• Financial Services knowledge essential
• A minimum of 2-3 years previous Training experience within a Contact Centre operation
• Experience of delivering Soft Skill training and technical (technical desirable)
• Experience of working closely with senior management and agent level
• Experience in Coaching and Training in a challenging environment
• Insurance or Financial Services background
Key Responsibilities:
• Evaluate Training Needs and deliver training across both sites
• Coaching underperforming agents
• Maintaining FSA regulations through strong training and making sure all information presented is clear and concise
• Assist the Team Managers in the development of training and development plan outputs.
• Training and coaching on technical product support
• Training new starters and on going coaching for the inbound customer service team
• Regularly liaise with the Training Manager on new ways of delivering solutions and introducing best practise
Package:
25k + Benifits
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12.02.2010
Head of Site
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Job Title
Head of Site
Location
Lancashire
Salary
c60k + 30% bonus + bens
Details:
Working as Head of Site for this 250 seat Travel Contact centre and reporting to the UK Director the successful candidate will possess the following experience and skills:
* Extensive large Contact Centre Management experience (in excess of 200 seats)
* MUST have worked in the TRAVEL industry at some point in your career
* Demonstrable strong commercial management skills in a P&L environment (to EBITDA level).
* Excellent leadership and interpersonal skills.
* Excellent verbal and written communication skills.
* Strong facilitation and presentation skills.
* Strong project management and planning skills in order to successfully manage multiple, simultaneous projects. Driven leadership style.
* Good organisational/time management skills.
* Problem solving and decision making.
Experience of working in the outsourcing industry would be an advantage for this highly specialised, senior role.
This is a superb, challenging but rewarding role for an exceptional individual.
Package:
c60k + 30% bonus + bens
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12.02.2010
Team Leader
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Job Title
Team Leader
Location
Oxfordshire
Salary
Up to 23k
Details:
As Team Leader you will be responsible for leading, coaching and developing a team of customer service staff in handling enquiries across a range of different access channels for either inbound or outbound activities. You will be responsible for the delivery of the team’s performance against agreed targets and by identifying skills gaps for the team and individuals will take the required action to ensure that the team deliver and exceed our high service standards. You will be expected to create and maintain a motivational environment in order to meet client and business objectives.
Key Responsibilities:
• To implement and manage a coaching culture within the team through ongoing coaching with all team members
• To ensure that the team is fully briefed on all campaign objectives
• To identify ongoing training and development requirements of all team members and liaise with Training as required.
• To clearly define monthly, weekly and daily qualitative and quantitative targets for teams and individuals
• To implement performance management programmes where staff fall below required levels in any job related areas to ensure optimum team and individual performance.
Key Skills / Experience required:
• Experience of managing a team of customer service agents within a contact centre environment
For more information, please contact Cactus Search today
Package:
Up to 23k + Flexible Benefits
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12.02.2010
Sales & Services Manager
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Job Title
Sales & Services Manager
Location
Essex
Salary
25 - 30k DOE + Bonus
Details:
An international distributor with an extremely customer focussed outlook and multiple sites across the UK. Currently developing a central customer contact and sales division to amalgamate the UK service centres.
Key Responsibilities:
* To help set up the new contact centre in terms of resourcing, work flows, sales planning and work distribution
* Managing direct reports in the RP and Forecasting function
* Planning capacity for back and front office
Resource management for multiple sites
* Take ownership of ensuring effective planning and future change
Key Skills / Experience required:
* Expert in excel and contact centre resource planning
* Contact Centre Sales and Service people management and motivational experience.
* Ideally trained in WFM tools with people and process management skills
* Used to planning a contact centre outbound sales environment
* Used to senior level meetings and able to advise and negotiate therein
* Driven for success and able to manage business change.
Package:
10% Bonus, 22 days holiday to increase, excellent employee discounts both internally and externally.
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12.02.2010
Client Services Director
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Job Title
Client Services Director
Location
North East
Salary
45k+Bonus+Bens
Details:
A Growing outsourcing business in the North East is recruiting for a Senior Client Manager to grow the account and exceed targets.
Company / Role Overview:
A large successful outsourcing business that work on behalf of large blue chip businesses with high demand campaigns. They require an experienced Senior Account Developer to manage a high profile account through effective campaign management skills. The role will require a people manager and ideally multi site management. The company offers career progression and an attractive bonus structure based on the success of the campaign. So the work you put in with be rewarded.
Key Responsibilities:
Managing the Client Services team - multi site management, responsible for maintaining a high level of client satisfaction and KPI achievement through the designated account managers
Providing support to the Client Services team for any queries on accounts
Successful client delivery on the account maintaining satisfaction levels and achieving all targets set, daily contact with the client to develop the relationship and deliver on the following:
• Sales and service of the account
• Ensure customer satisfaction including face to face meetings
• All aspects of program set-up; including IS coordination; forecasting; staffing; scripting; media; telecom; reporting; quality measurement; data processing; floor operations; training; quality; verifications; and billing.
• Training and performance management of the team
• Reporting and review agent-level data, centre data, and/or other appropriate information to assess performance trends and support Client Services Managers as they recommend solutions for improvement to operations.
• Point of escalation if the Client Services Managers need support in mobilizing the project team to provide optimum service to the client as well as to achieve optimum conversion on the operations floor.
Key Skills / Experience required:
• Previous Client Relationship Management and Account Management
• Sales and Campaign Account Management in a similar role
3-5 years management experience required (overseeing professional staff).
Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel
Excellent oral and written communication skills.
• Excellent coaching/leadership skills.
Ability to motivate professional staff.
• Ideally from an outsourcing background
Package:
45k+Bonus+Bens
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12.02.2010
Outbound Telesales Team Leader
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Job Title
Outbound Telesales Team Leader
Location
London
Salary
24K (35k OTE)
Details:
A fantastic opportunity for an experienced Telesales Team Leader to join an award-winning company with a fun and exciting culture.
Company / Role Overview:
The role of the Telesales Team Leader is to manage a team of agents selling products and services to existing customers.
The Telesales Team Leader is responsible for achieving a personal sales target as well as ensuring the team hit their target, which will contribute to the overall team target.
You will ensure your team adopts a consultative sales approach, demonstrating
needs analysis and working closely with existing customers, creating high levels of customer satisfaction.
Key Responsibilities:
• Targets and performance management.
• Setting separate targets for existing and prospect data.
• Agent motivation and coaching.
• One to One’s, including agent development.
• Script enhancement and writing, including FAQ’s
• Ongoing product training for their team.
• Monitor agent call quality and enhancement.
• Be Hands on and lead by example delivering a personal monthly sales target.
• Dialler management
Key Skills / Experience required:
• Experience of managing a team of outbound sales advisors within a contact centre environment
For more information, please contact Cactus Search today
Package:
Up to 24k basic - £35k OTE
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12.02.2010
Outbound Sales Team Leader
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Job Title
Outbound Sales Team Leader
Location
North West
Salary
25-27K+Bens+bonus
Details:
Outbound Telephony is taken seriously here. That's why they are investing heavily into state-of-the-art technology - technology that will ensure they continue to deliver for customers, and that they outperform their competitors.
Role Profile - The main focus will be to establish and manage a team of up to 15 agents within the Outbound Sales Centre to develop and implement a set of processes that enable a step change in customer experience through outbound calls.
Key Skills & Experience Required:
• At least 2 years experience on managing an Outbound Sales Team
• Significant Operational management experience gained in a results driven commercial contact centre
• Experience of managing a Sales Team of at least 10 FTE
• In –depth knowledge of outbound Acquisition, Up-sell, Retention and Winback methodologies.
• Proven track record in a high performance sales role as well as delivering and monitoring sales and performance and a proven ability to identify performance improvements in call handling presentation and self and peer evaluation techniques through monitoring and coaching to success
• Solid previous experience of managing an outbound team in a large contact centre environment
• Thorough awareness of contact centre practices with a key focus on performance management and development techniques
• Previous experience in a faced paced coaching / results driven management environment
This is definitely not the average contact centre. For one thing, there's no cold calling. This organisation is all about contacting existing customers with carefully selected products and services. They like to tell it straight and tell it great. It's an approach that's taken this organisation to the forefront of customer-led, proactive Outbound Telephony.
In short, if you've got what it takes to make a real difference to this business, you can rely on this organisation to give you all the opportunities you need to enjoy a fantastic management career.
For more information, please contact Cactus Search today
Package:
To 27k + excellent bens
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12.02.2010
Senior Operations Manager
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Job Title
Senior Operations Manager
Location
Northants or Yorkshire
Salary
45-50k
Details:
Ambitious Senior Operations Manager required for multi site, Financial Services business with further opportunities to develop and advance your career
Key Responsibilities:
• Direct involvement in the recruitment, selection, induction and on going skills development for all direct reports, ensuring we attract and retain the best talent.
• Line management responsibility for Operations Managers.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded.
• Ensure call monitoring is undertaken in line with expectations and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool
Key Skills:
• Strong leadership skills with previous experience of managing large groups of people (circa 350FTE)within a large call centre environment
• Previous relationship management skills & the understanding & experience of outsourced relationships either in-house of from an outsourcing perspective
• Demonstrable ability to analyse processes, enact change, and think operationally and strategically to achieve business goals.
• Effective problem solving skills.
• Change management.
• Demonstrable knowledge of contact centre operations and customer support.
Package:
To £50k plus bonus plus benefits
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12.02.2010
Collections Manager
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Job Title
Collections Manager
Location
West Yorkshire
Salary
40K+bonus+bens
Details:
This is a fantastic opportunity for a strategically minded Collections Manager with extensive Consumer Collections or Sales and call centre experience to join a highly commercial collections / arrears recovery company.
Company / Role Overview:
The successful candidate will report into the Head of Collections in meeting challenging new business targets; being self-motivated, with outstanding communication skills. The role will manage the performance and development of Team Managers and Team Leaders.
Key Responsibilities:
• To lead, motivate and inspire the Collections Group Team Leaders and Managers to achieve operational productivity and optimise collections
• To support collections strategies with the Head of Collections in line with portfolio performance, implementing and communicating change as appropriate.
• Lead and control processes, operations and behaviour to ensure all activities remain compliant with procedures and regulatory requirements and ensuring the ethos of ‘treating the Customer Fairly’ is adhered to at all times.
• To research, develop and implement collections related projects, using technology, 3rd parties or internal resource as appropriate.
• To support HR in recruiting, training and retaining quality Collections employees, minimising cost and ensuring effective utilisation of the human resource.
• To work with MIS to develop reporting to maximise performance and proactively identify and implement operational efficiencies.
Key Skills / Experience required:
• Significant call centre management experience in a professional environment.
• Experience gained preferably within a Collections call centre environment or Sales.
• Experience of managing a 100+ FTE contact
• Strong leadership and people management skills.
• A confident decision maker.
• A logical, analytical and innovative approach to problem solving.
• Effective change management skills.
• Detail conscious with the ability to take a hands-on and strategic approach to management.
For more information, please contact Cactus Search today
Package:
£40k + Bonus + Company Benefits
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12.02.2010
Collections Team Leader
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Job Title
Collections Team Leader
Location
Northamptonshire
Salary
30k bens
Details:
A fantastic opportunity for an experienced collections team leader who will play a vital role in developing the business and delivering results and exceptional performance.
Company / Role Overview:
As Team Leader, you will be responsible for managing a team of negotiators to collect money on behalf of both external clients and debt purchase portfolios.
Whilst maintaining full staffing you will be provided with targets to be achieved and you will strive to find innovative ways to collect better and more efficiently, ensure that you utilise all of the systems at you disposal to your full advantage.
The team leader has a vital role to play in developing the business and delivering results and exceptional performance.
Key Responsibilities:
• Organise, prioritise and delegate workloads
• Provide weekly statistical information for the management team
• Provide adequate volumes of staff for dialling
• Integrate new starters into the team
• Coach team members on a 1 to 1 basis and provide constructive feedback
• Brief the team formally on a weekly basis, and informally every day
• Conduct effective appraisals for all team members
• Communicate achievements and results to the team
• Agree a training plan for the team (in liaison with the training department) to develop skills
• Conduct return to work interviews with staff
• Manage disciplinary situations
Key Skills / Experience required:
• Collections team management experience
• Ability to work effectively under pressure
• Excellent communication skills at all levels
• Proactive approach/demonstrating
For more information, please contact Cactus Search today
Package:
Up to £30k + benefits
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12.02.2010
Customer Service Team Leader
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Job Title
Customer Service Team Leader
Location
Cardiff
Salary
20K + bens
Details:
An expanding business requires strong team leaders to run teams working on a demanding inbound customer service campaign
Company / Role Overview:
A large blue chip company offering fabulous career progression. This challenging role has responsibilities to manage a team of agents in a busy & demanding contact centre, whilst managing client expectations and maintaining KPI’s. A motivating team leader required with management experience in a contact centre environment.
Key Responsibilities:
• Responsibility for the day-to-day management of a team within the Call Centre.
• Achievement of Outbound or Inbound Service Levels and Call Quality targets in line with call forecasts.
• Manage, motivate and develop Team Members promoting team spirit, and career progression.
• Promote continuous Communications with Telesales to ensure that everyone is aware of all issues that affect their jobs. Team Meetings to be held daily and one-to-ones to be conducted each month.
• Liaise with other departments that have direct impact on their team members and their team performance, i.e. HR, Training and IT.
• Day to day review of Performance Management Systems to ensure that the required KPI’s are delivered.
• Assist with scheduling process to ensure maximum productivity while achieving Service Level.
• First point of escalation for any issues arising in the Call Centre
• Training and coaching team.
Key Skills / Experience required:
• Call centre team management experience – looking after 15 FTE + in either customer service or sales through service environments
• Experience of campaign management an advantage
• Clear communication skills and leadership skills
Package:
17-20k dependant on experience + Pension, Staff discounts on products
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12.02.2010
Operations Manager
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Job Title
Operations Manager
Location
Yorkshire
Salary
to 40k + bonus
Details:
**You must have previous experience within an FSA regulated environment in order to apply for this role**
Key Responsibilities:
• Direct involvement in the recruitment, selection induction and on going skills development for all direct reports, ensuring the best talent is attracted and retained.
• Ensure service levels are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Key Skills / Experience required:
• Strong leadership skills with ability to manage multiple teams and large groups of people
• Previous experience within a utilities business would be highly desirable
• Previous experience at an operational management level within a call centre environment
• Previous outsourcing experience would be desirable
• Client relationship management skills
• Demonstrated knowledge of contact centre operations and customer support
• Excellent verbal and written skills
• Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals.
Package:
to 40k + bonus
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12.02.2010
Director of Sales
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Job Title
Director of Sales
Location
Midlands with travel
Salary
75k + 7.5k car allow + bonus + bens
Details:
A fantastic opportunity for a senior contact centre professional to develop a class leading B2C call handling operation delivering job and policy sales targets with high levels of customer service across two sites.
Company / Role Overview:
• Develop a class leading B2C call handling operation delivering job and policy sales targets with high levels of customer service across two sites.
• Responsible for the end to end customer journey and optimizing this to deliver an efficient, effective and profitable operation.
• Work as an integral part of the team developing holistic plans for improvement across the entire multi-channel customer experience.
• Ensure all departmental staff are competent, supervised, developed and highly motivated.
Key Responsibilities:
• Identify and champion commercial opportunities to drive performance ahead of agreed targets.
• Own the telephone sales plan and associated KPIs and achieve the customer service targets.
• Build and maximise a powerful network across the company, engaging with key stakeholders to drive the holistic business e.g. Marketing, Operations.
• Implement a flexible resourcing model so that that staff numbers can flex to accommodate the increasing demand whilst ensuring key people metrics are met (absence, churn, engagement).
• Own and manage the development and change plan.
• Deliver an agreed level of service to our customers through response times and quality conversations.
• Ensure every interaction with our customers fit within FSA and company guidelines.
• Integrate new technology into the Call Centre, driving customer, shareholder and people value.
• To own the Disaster Recovery plans.
• Ensure that all activities comply with all legal and statutory requirements applicable, including but not exclusively FOS, FSA , ICO, DPA and Ofcom legislation, health and safety and corporate governance.
• Manage all aspects of function with due skill, care and diligence including effective controls, risk management and mitigation and delegation of activity to appropriate skilled and competent persons.
• Ensure all areas within your remit comply with all legal and statutory requirements applicable, including but not exclusively FSA & IMD legislation, data protection, health and safety and corporate governance.
• Manage the processes to ensure marketing campaigns are compliant with ICOB 3 (Financial Promotions principles), of high quality and produced on time.
Key Skills / Experience required:
• Able to demonstrate operational experience of call centre management and delivery of aggressive sales targets.
• Experience of effective people management of large operations, ideally across a multi-site environment.
• Strong customer service and relationship management skills.
• Experience of managing change and starting a new area of business.
• Experience in an FSA regulated environment.
• Innovative thinker with a desire to own and grow a new business proposition.
• Self starter who wants to continually improve performance and customer experience.
• Forecasting and Planning.
• Call Centre technologies.
• Sales team budget.
For more information, please contact Cactus Search today
Package:
75k + 7.5k car allow + bonus + bens
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12.02.2010
Customer Experience/Complaints Manager
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Job Title
Customer Experience/Complaints Manager
Location
North West
Salary
30-38K+bens
Details:
Large outsourcing organisation requires an experienced manager to lead a complaints team for a key Financial Services Client.
Purpose: To lead a team that investigates, administrates and resolves escalated enquiries and complaints in accordance with Statutory and Regulatory requirements. To contribute to improvement in processes & service through root cause investigation and identification of required change. To drive and deliver audit procedures throughout Customer Services.
Experience Required:
• Experience of managing a team within a contact centre customer service environment
• Comprehensive knowledge of the Statutory and Regulatory framework in which a financial services / insurance organisation operates within
• Experience within a financial services / Insurance environment
• Experience of managing and running complaints handling teams is essential & expereince of handling claims & appeals within the general insurance and mortgage sector is highly beneficial
• Experience of complaint handling in accordance with Statutory and Regulatory requirements
• Experience of processes & service improvement through root cause investigation and identification of required change
Experience of internal stakeholder management and the ability to manage cross-functionally to drive an outcome is essential
Job Description
• Manage a team of complaint handlers, dealing with escalated enquiries and complaints from across the business and various channels, within regulatory frameworks
• To utilise these complaints to help identify root-cause issues and to promote solutions to those issues
• Inspire and enthuse your team to perform at their best every hour of every day – and to ensure they do the same
• To ensure all complaints lead to appropriate performance feedback with relevant people across the business
• To build a virtuous development circle, which takes trend issues from complaints and creates feedback and training to be delivered across the operational areas
• To coordinate quality checking frameworks across Customer Services ensuring that all responsible people (at all levels) are fulfilling their coaching and Quality checking obligations
• To assist Customer Services in addressing any issues identified in Compliance Monitoring and Internal Audit reports. Ensuring that sufficient action has been taken within the specified timescales and producing MI to demonstrate trends and improvements
• Identify trends in appeals and complaints and undertake root cause analysis
• To act as a central point of expertise in relation to the regulatory requirements for complaint handling
• Ensure all business areas are aware of complaints handling requirements, by providing support and training and coaching as required
• To work with all other areas to promote resolution at First Point of Contact, negating the need to raise complaints.
• Coach your Team, in order to deliver continual performance improvement and development of skills & knowledge.
Package:
£30 - £38K + Excellent Bens
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12.02.2010
Disputes & Chargebacks Team Manager
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Job Title
Disputes & Chargebacks Team Manager
Location
West Midlands
Salary
28k+Bens
Details:
You will be joining an Interesting, diverse, and rapidly growing organisation
The Disputes and Chargebacks Team Manager is responsible for providing tactical and strategic expertise; developing, implementing and reviewing Dispute and Chargebacks processes and implementing best practice across your team
Key Skills / Experience required:
• Disputes and chargeback’s experience is essential
• Minimum 2 years experience within a Call centre environment managing a team of individuals
• Financial Services experience essential
• Experience of leading & developing a team of call centre agents in a busy contact centre environment
• Any knowledge of Collections & Recoveries policies would be advantageous
Key Responsibilities:
• To lead and develop a team of Disputes and Chargeback’s Advisors to ensure that individuals are both skilled and motivated to deliver performance that maximise revenue and customer advocacy
• Ensure the smooth running of the day to day operation. This to include all back office functions, inbound / outbound calls and ad hoc requests to ensure all Service Level Agreement are achieved
• Act as an escalation point to highlight potential fraudulent activity, escalating where appropriate
• Effectively manage business processes within the Team, such as time and attendance and ACD reporting, to drive performance and achievement of targets and ensure accurate flow of information to internal sources
• Work with the Operations Managers to support forecasting and capacity management activity through information exchange and team forward planning. Encompasses attendance, retention, and roster management
• Ensure training and development plans are maintained for all team members
• Maintain an understanding of developments in the Contact Centre industry and the client industry sector (credit card/FSA)
• Provide leadership and tactical support in the implementation of Disputes and/or Chargeback business processes
• Input to training design activities to ensure that all new learning materials are fit for purpose
• Support quality assurance and risk assessments with a view to ensuring optimum ongoing process adherence and limiting exposure to direct losses
For more information, please contact Cactus Search today
Package:
28k+Bens
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12.02.2010
Resource Planning Analyst
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Job Title
Resource Planning Analyst
Location
North West
Salary
25K+excellent bens
Details:
Market leading organisation has a number of opportunities for talented planning professionals fantastic benefits & salaries on offer, not to mention structured & rapid career advancement for real talent!
Main Accountabilities:
• To deliver schedules for contact centre service lines taking accountability for the end to end planning process
• To manage the relationship with service owners and key stakeholder in the contact centre
• Ensuring accurate administration of workforce management tool, including maintenance of routing rules to support scheduling
• Optimisation of workforce management tool and development of functionality to automate schedule delivery
• Working with Contact Centre Management team and other key stakeholders to ensure that working patterns designs
Technical Skills/Competencies Required:
• Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
• Very strong knowledge of contact centre forecasting and capacity planning
• Experience of use contact centre workforce management tools
• A deep understanding of the business operational Contact Centre environment
• Working knowledge of all relevant Contact Centre telephony and technology
Package:
£25K + 27 days holiday, Pension Scheme 3% employee contribution & 17% employer contribution, Private Medical Insurance, Share Plan & Life Assurance
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12.02.2010
Planning Coordinator
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Job Title
Planning Coordinator
Location
North West
Salary
20k+bens
Details:
Challenging opportunity for an ambitious Planning professional to take the next career step, acting as the key liaison point for the contact centres schedule changes and local requirements supporting the Planning Analysts in the production of the virtual plan
Company / Role Overview:
• Acting as the key liaison point for the contact centres schedule changes and local requirements supporting the Planning Analysts in the production of the virtual plan
• To provide administrative support to the to the Resource Planning Team Ensuring accurate management of workforce management tool, including maintenance of routing rules and agent details to support scheduling
• Data inputting of planned agent activity to the WFM tool
• Accurate maintenance of all operational models and plans to effectively facilitate the end-to-end operational planning process
Technical Skills/Competencies:
• Strong planning skills
• Strong Resource Management skills
• A good understanding of the business operational Contact Centre environment to include Contact Centre structure and staff roles
• Working knowledge of all relevant Contact Centre telephony and technology
• Strong Excel and MS Word skills as well as P.C./Keyboard skills & Computer literacy to a high standard
• Strong Analytical problem solving
• Detailed understanding of contact centre planning fundamentals
• Detailed knowledge of service level dynamics
For more information, please contact Cactus Search today
Package:
£20k + Pension Scheme: 3% employee contribution & 17% employer contribution, Private Medical Insurance, Share Plan & Life Assurance
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12.02.2010
Resource Planning Team Leader
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Job Title
Resource Planning Team Leader
Location
North West
Salary
25k+bens
Details:
To drive and deliver exceptional business performance, through powerful leadership and performance development of a team of Resource Planning Co-ordinators
Key Accountabilities
• Build, develop and motivate a high performing team committed to achieving success through each other
• Communicate the performance development planning process for your people, agreeing challenging performance objectives and measures, providing regular and ongoing feedback and an honest assessment of performance
• Support the Sales/Service Managers achieving the resourcing plan for the team. Reflect current resource levels and grade profile and in conjunction with the team people plans forecast future requirements ensuring effective succession planning
• Support recruitment activity to fill manpower gaps and liaising with relevant areas as required
• Manage team leavers activity, liaising with relevant areas as required
• Manage attendance levels/trends within your team ensuring company procedures are appropriately applied
• Manage poor performance and Disciplinary/Grievance issues professionally and promptly applying company procedures
• Determine the reward allocation for your people based on discussions with your manager on localised pay policy
Key Skills Required
• Strong Resource Planning experience
• Team Management experience
• Presentation and Driving Performance Skills
• Ability to work under pressure, with self discipline and motivation
• Ability to work autonomously
For more information, please contact Cactus Search today
Package:
£25K + 27 days holiday, Pension Scheme 3% employee contribution & 17% employer contribution, Private Medical Insurance, Share Plan & Life Assurance
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Resource Planning Analyst
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Job Title
Resource Planning Analyst
Location
Lancashire
Salary
25k+bens
Details:
Reporting into the Resource Planning Manager you will be responsible for contributing to the achievement of Call Centre Targets by means of working alongside Team Managers, Operations Managers, Business Managers and Directors.
Responsibilities
• Production of shift and deviation reports highlighting any shortfall and availability to best meet call centre targets and business objectives.
• Analyse real time and historical work load trends
• To update daily absence details, accurate completion of various Weekly/Monthly and ad-hoc MI reports. Highlighting Weekly Absence Statistics, Productivity Performance, FTE figures, Recruitment Plan and Call/ workload performance
• Attendance at team meetings for assigned departments. To be able to understand and interpret performance issues, and recommend resource planning solutions.
• Authorise/Decline Holidays based on agreed percentages per business area
• Update daily absence details and deliver to business within set timeframes. Maintain long range records.
• Plan ‘offline’ activities ensuring least impact to the business.
Liaise with colleagues at all levels, answer and personally resolve any associated queries.
Skills and Experience Required
• Proven daily use of Excel to an advanced level
• Excellent communication skills
• Thorough understanding of scheduling / planning impacts upon a call centre.
• Proven ability to present statistical information to senior management
• Excellent relationship building skills.
• Prioritisation and organisation of daily work load
• The ability to work unsupervised and on your own initiative
• Deadline / Target focused
• Competent with all Microsoft packages.
• Previous experience in a planning and organising capacity
• Knowledge of: W.F.M system (Verint) ACD Telephony (Avaya Preference)
For more information, please contact Cactus Search today
Package:
25k+bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Contact Centre Manager
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Job Title
Contact Centre Manager
Location
West London
Salary
35K+bens+bonus
Details:
To take responsibility for the day-to-day management of an inbound customer service / Sales retail account for this large contact centre outsourcer. Currently there are circa 30 FTE taking calls from customers, placing orders & managing customer queries. The contact centre manager will be responsible for developing, managing and inspiring employees to provide outstanding customer service & increase sales.
This organisation is based near Heathrow and candidates MUST be in easy commuter distance via the metropolitan line (if travelling on public transport). This client will not consider candidates with a long and / or difficult commute, as they have found this prohibitive in the past.
Main Duties & Responsibilities:
• Responsible for managing a people focussed operation driving high levels of employee engagement and customer service.
• Manage the inbound Customer Service / Sales team
• Deliver and maintain Key Performance Indicators and targets through strong leadership
• Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of team and individuals, including appropriate training and development requirements
• Review and manage the service level agreements to customers to ensure that customer complaints are minimised
• Report on trends effecting the business, including identifying improvement initiatives
• Review, recommend and implement changes beneficial to performance, quality and service levels
• Drive new initiatives to improve staff retention and reduce absenteeism
• Meet and exceed targets for Employee Engagement
• To be responsible for all aspects of recruitment, induction & training.
Skills and Experience:
• MUST be people and quality focussed individual who is innovative, dynamic and extremely confident as this role will involve senior stakeholder management
• MUST be confident and able to present performance and innovation at a senior level across the business & must have done this regularly in the past
• Experienced people manager; performance management, including coaching, motivating and leading a team
• A passion for delivering excellent customer service & driving sales activity
• Experience in planning, scheduling within a multi product, diverse operation and dynamic environment
• Experience of focusing on quality in relation to outputs of role
Package:
£35K + excellent bens + 20% bonus
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12.02.2010
Operations Manager
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Job Title
Operations Manager
Location
Buckinghamshire
Salary
Circa 45k DOE
Details:
Company / Role Overview:
Very exciting opportunity to join a high profile organisation in a highly visible and influential key position. This organisation is looking to recruit an experienced Operations Manager who will add value and ongoing support. This truly is a career opportunity of a lifetime!
Key Skills / Experience required:
• A minimum of 5 years previous management experience within a Contact Centre operation with extensive financial services exposure
• Experience of working closely with key stakeholders
• Previous experience of leading and motivating teams to achieve results
Key Responsibilities:
• To ensure best practice day-to-day process and people management on a client operation. This includes the management of an account to budget and responsibility for operational client management activity.
• Ensure agents and Team Managers are appropriately skilled to support the strategic relationship with the client.
• The Operations Manager is responsible for productivity and performance, across all teams
• Regularly appraise and review Team Managers and their teams in line with Company methodology for probation, objective-setting and appraisal management.
• Use agreed company methodology to proactively plan for the effective delivery of resources to best meet call/contact flow requirements.
• Manage operational activity with a view to proactive operational risk assessment. Report up-line any potential or actual operational risks in a timely and accurate fashion.
• Support the implementation of a project plan, to set-up operations to agreed design, timescales and budgets.
Package:
Circa 45k DOE
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12.02.2010
MI Analyst
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Job Title
MI Analyst
Location
London
Salary
Circa 25k+Bens
Details:
This is an opportunity to join a unique business; this organisation is keen to bring an experienced analyst who can re-structure MI formatting and maximising data. You will be provided with ongoing support and development but essentially they are looking for someone who can hit the ground running.
Role Overview:
This role will involve data analysis of Live Data and re-structuring MI inline with service levels. Its important that this person has experience of manipulating data and presenting to senior management.
Key Skills / Experience required:
• Call Centre experience essential
• Experience of manipulating data
• Advanced Excel skills
Key Responsibilities:
• Work closely with your line manager about improvements of managing data
• Analysing complex data ensuring good ATD
• Work closely with other departments identifying incomplete data
• Ensuring continuous improvement of processes
• Presenting findings to senior management
Package:
Circa 25k+Bens
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12.02.2010
Business Development Director
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Job Title
Business Development Director
Location
UK Wide - Flexible
Salary
70 - 90k + bonus + bens
Details:
This leading provider of bespoke outsource contact centre solutions has developed an excellent reputation within the outsourcing market place. With a clear track record of successfully delivering contact centre solutions for a variety of blue chip organisations, across the UK this is an organisation experiencing unprecedented growth and to support its growth further are now looking for a key member of the team to head up & drive sales activity across the UK
UK Wide Client Base – extensive travel to both client and company sites but can be based from home when required.
PURPOSE
The purpose of this role is to develop a pipeline of outsourced contact centre opportunities across the UK
The role will create, develop and maintain relationships with actual and potential client organisations with a view to securing long term strategic outsourcing partnerships in line with the company vision & proposition. The role will liaise closely with regional sales teams and with a view to maximising business potential from leads and client contacts.
PRINCIPAL RESPONSIBILITIES
• Position this organisation within the European market; create a market awareness of us as the ‘expert’ in complex outsourcing customer contact solutions.
• Target identified sectors and/or companies, developing new business opportunities and business wins in line with business strategy.
• Research background information on prospects; see through the creation of new business from initial contact through commercial negotiations.
• Responsible for analysing, evaluating and establishing client needs, working with colleagues to create the most relevant and profitable solution
• Take a leading role in closing complex outsourcing deals.
• Support the Bid Review process, actively participating in the creation and design of innovative bid responses.
• Achieve personal sales targets on a quarterly, half-yearly and annual basis.
• Build expertise within business related to customers, geographies, solutions and verticals.
• Take responsibility for ensuring pipeline information is kept up-to-date.
EXPERIENCE/SKILLS
• Minimum of five years business development experience within an outsourcing business, selling outsourced contact centre propositions & solutions
• Demonstrable experience of developing sales strategies and business plans
• Demonstrable experience of leading complex sales proposals
Package:
70 - 90k base + bonus + bens (DOE)
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12.02.2010
Sales Team Manager
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Job Title
Sales Team Manager
Location
North West
Salary
to 27k+bonus+bens
Details:
Outbound Telephony is taken seriously here. That's why they are investing heavily into state-of-the-art technology - technology that will ensure they continue to deliver for customers, and that they outperform their competitors.
Role Profile - The main focus will be to establish and manage a team of up to 15 agents within the Outbound Sales Centre to develop and implement a set of processes that enable a step change in customer experience through outbound calls.
Key Skills & Experience Required:
· At least 2 years experience on managing an Outbound Sales Team
· Significant Operational management experience gained in a results driven commercial contact centre
· Experience of managing a Sales Team of at least 10 FTE
· In –depth knowledge of outbound Acquisition, Up-sell, Retention and Winback methodologies.
· Proven track record in a high performance sales role as well as delivering and monitoring sales and performance and a proven ability to identify performance improvements in call handling presentation and self and peer evaluation techniques through monitoring and coaching to success
· Solid previous experience of managing an outbound team in a large contact centre environment
· Thorough awareness of contact centre practices with a key focus on performance management and development techniques
· Previous experience in a faced paced coaching / results driven management environment
This is definitely not the average contact centre. For one thing, there's no cold calling. This organisation is all about contacting existing customers with carefully selected products and services. They like to tell it straight and tell it great. It's an approach that's taken this organisation to the forefront of customer-led, proactive Outbound Telephony.
Huge Growth Planned - This Contact Centre is set to double in size and you'll play a key role in managing that growth. As one of their leaders, you'll have the autonomy and responsibility you need to introduce new ideas and innovative approaches, and to contribute to a best practice culture.
In short, if you've got what it takes to make a real difference to this business, you can rely on this organisation to give you all the opportunities you need to enjoy a fantastic management career.
Package:
Up to £27k + Bonus + benefits + 30 days holiday
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Call Centre Sales Manager
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Job Title
Call Centre Sales Manager
Location
Wales
Salary
28k + Bonus
Details:
Growing, exciting & forward thinking organisation requires an experienced Sales Manager. The business demands a candidate that has experience in a similar role managing outbound sales contact centre’s.
Company / Role Overview:
Talented Sales Manager required with experience in delivering the best performance through effective man management in a call centre environment
Key Responsibilities:
• Running teams of designated agents mainly outbound sales
• Managing the sales targets and KPI’s and poor performance
• Delivering quality coaching and ongoing support to the agents to deliver on targets and KPI’s
• To ensure that the call centre and its staff comply with all business and corporate requirements
• Working with the operational team to improve the profits for the company at all times
Key Skills / Experience required:
• Candidates need to be experienced in call centre operations at a minimum of managerial level in an outbound environment.
• Candidates will also have a sales background and a proven track record of delivering high volume sales targets for a large team, preferably in a business to consumer environment.
• Reporting to the Call Centre Manager working in a department of 250 FTE, the successful candidate will be a manager with good analytical and communication skills; they will be able to motivate and control a large team in a challenging sales environment.
Package:
28k + Bonus
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12.02.2010
Customer Experience/Complaints Manager
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Job Title
Customer Experience/Complaints Manager
Location
North West
Salary
30-35K
Details:
Large outsourcing organisation requires an experienced manager to lead a complaints team for a key Financial Services Client.
Purpose: To lead a team that investigates, administrates and resolves escalated enquiries and complaints in accordance with Statutory and Regulatory requirements. To contribute to improvement in processes & service through root cause investigation and identification of required change. To drive and deliver audit procedures throughout Customer Services.
Experience Required:
• Experience of managing a team within a contact centre customer service environment
• Comprehensive knowledge of the Statutory and Regulatory framework in which a financial services / insurance organisation operates within
• Experience within a financial services / Insurance environment
• Experience of managing and running complaints handling teams is essential & expereince of handling claims & appeals within the general insurance and mortgage sector is highly beneficial
• Experience of complaint handling in accordance with Statutory and Regulatory requirements
• Experience of processes & service improvement through root cause investigation and identification of required change
Experience of internal stakeholder management and the ability to manage cross-functionally to drive an outcome is essential
Job Description
• Manage a team of complaint handlers, dealing with escalated enquiries and complaints from across the business and various channels, within regulatory frameworks
• To utilise these complaints to help identify root-cause issues and to promote solutions to those issues
• Inspire and enthuse your team to perform at their best every hour of every day – and to ensure they do the same
• To ensure all complaints lead to appropriate performance feedback with relevant people across the business
• To build a virtuous development circle, which takes trend issues from complaints and creates feedback and training to be delivered across the operational areas
• To coordinate quality checking frameworks across Customer Services ensuring that all responsible people (at all levels) are fulfilling their coaching and Quality checking obligations
• To assist Customer Services in addressing any issues identified in Compliance Monitoring and Internal Audit reports. Ensuring that sufficient action has been taken within the specified timescales and producing MI to demonstrate trends and improvements
• Identify trends in appeals and complaints and undertake root cause analysis
• To act as a central point of expertise in relation to the regulatory requirements for complaint handling
• Ensure all business areas are aware of complaints handling requirements, by providing support and training and coaching as required
• To work with all other areas to promote resolution at First Point of Contact, negating the need to raise complaints.
• Coach your Team, in order to deliver continual performance improvement and development of skills & knowledge.
Package:
30-35K + bens
If you feel suited for this role, register with Softigator for free and get the details.
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12.02.2010
Title:
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Performance Manager
Location
North West
Salary
£35k + bonus + bens
Details:
The Sales Performance Manager is responsible for the leadership and management of a strong and dynamic B2B sales team. The manager will work to deliver and exceed stretch targets through team motivation, coaching and performance management. They must attend client briefs and meetings both on and off site building relationships with both internal and external stakeholders. They will have a strong focus on meeting and exceeding client expectations and have a high drive for continuous improvement and delivering an exceptional customer experience.
THE ROLE
• Responsible for leading and developing a team of 40fte in a fast paced Outbound Sales B2B environment
• Performance Management and coaching of Team Managers and direct reports
Implement monthly incentives to accelerate sales growth
KNOWLEDGE AND EXPERIENCE
• Strong, proven ability to manage a high performing sales team within a Contact Centre environment, ideally in an Outbound B2B environment
• Possess a proven track record in Sales and have the drive and ambition to succeed
• Experience of successfully coaching/motivating and performance management of a team to deliver results
• Delivering results to targets and deadlines
• Must be a “Hands-on” manager who works closely with their team
Package:
Up to £35,000 + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Customer Service Team Manager
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Job Title
Customer Service Team Manager
Location
West Midlands
Salary
25k + Bens
Details:
Company / Role Overview:
This is a unique role that will involve day to day management but will provide you with excellent operational exposure as you will be working very closely with the Call Centre Manager on multiple projects and being the driving force of change initiatives.
Key Skills / Experience required:
• Minimum 3 years management experience within a contact centre
• Project management skills essential including continuous improvements and driving change
• Performance & behaviour management experience
Key Responsibilities:
• Ongoing management of circa 12FTE
• Propose, implement & develop call centre polices and processes
• Budget Management
• Market analysis of relevant products and customer service
• Keeping up to date with and introducing call centre methodologies
• Development and continuous review of feedback & complaints procedure for customers
• Lead management of projects through to successful completion
• Managing individuals and groups through the change process
• Deputising for CCM in their absence
• Completion of TNA and ongoing development of your team
• Identify and implement continuous improvement throughout the call centre
• Identify and deliver effective coaching, feedback & quality monitoring tools and techniques
• Key stakeholder management across business functions.
Package:
25k + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Resource Planning Manager
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Job Title
Resource Planning Manager
Location
West Yorkshire
Salary
35k + Bens
Details:
A large International retailer that is growing is looking for a Resource Planner that can help to improve the sales for the business through effective resource planning analysis and reporting techniques that will effect the business operationally.
Key Responsibilities:
• The planning and allocation of staff resources to ensure efficient and effective delivery of service to all UK and International customers.
• This will include the analysis of contact volumes to create and update forecasts for staffing requirements; and the development of Service Metrics, staffing schedules/rosters to optimise the performance of all inbound, outbound, telemarketing and quoting employees.
• Effective use of an understanding of various Technologies such as TSC, QMAX, Openwave and / or TotalView
Key Skills / Experience required:
• Through knowledge of QMax
• Min 3 years previous experience of working in a contact centre resource planning role essential.
• Big personality-assertive leader / influencer at all levels of the organisation.
• Excellent communication skills.
• Ideally graduate qualified or NVQ equivalent.
• Possesses exceptional analytical, time management, negotiation and project management skills
• Excellent communication ability.
Package:
35k + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Account Director
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Job Title
Account Director
Location
North East
Salary
60k + Bens
Details:
A growing business offering long term stability and career progression.
Key Responsibilities:
• An account manager that facilitates client interactions and communications with the business and team members and groups, bridging the gap and ensuring smooth running of KPI’s and all client requirements.
• This role manages many of the detailed and documented aspects of the client program; including contracts; work orders; client approvals; purchase orders; invoice processing and payments. Manage the development of the client/program implementation and upgrade strategy.
• Work closely with operations; production and development teams and serves as client advocate / liaison.
Key Skills / Experience required:
• Previous experience of call centres ideally the outsourcing industry
• Previous client management, business development within a telecoms industry e.g. Orange / T-mobile
• Through account management experience from start to finish of campaigns including financial, resource, client satisfaction, administration etc.
Package:
60k + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Customer Service Manager – Interim
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Job Title
Customer Service Manager – Interim
Location
West Midlands
Salary
£175 Day Rate
Details:
Company / Role Overview:
You will be reporting into the Call Centre Manager and responsible for leading, motivating and managing a team. You will also be responsible for driving change and supporting the CCM with various projects.
So we are looking for someone that has project management exposure in a Call Centre environment.
Key Skills / Experience required:
• Minimum 3 years line management experience within a contact centre
• Project management skills essential including continuous improvements and driving change
• Performance & behaviour management experience
• Management of costs
Key Responsibilities:
• Propose, implement & develop call centre polices and processes
• Lead management of projects through to successful completion
• Budget Management
• Market analysis of relevant products and customer service
• Keeping up to date with and introducing call centre methodologies
• Development and continuous review of feedback & complaints procedure for customers
• Managing individuals and groups through the change process
• Deputising for CCM in their absence
• Completion of TNA and ongoing development of the team
• Identify and implement continuous improvement throughout the call centre
• Identify and deliver effective coaching, feedback & quality monitoring tools and techniques
• Key stakeholder management across business functions.
Package:
£175 Day Rate
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Project Manager (Contract to end of 2010)
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Job Title
Project Manager (Contract to end of 2010)
Location
Buckinghamshire
Salary
£40 - £45 Pro Rata
Details:
The role requires an experienced PM with Credit Card Processes, negotiation, communication and facilitation skills to plan and deliver the diverse activities relating to key portfolio and strategic change projects across contact centres. You will work with many cross functional teams, including Marketing, Technology, Networks, ISD, Training, Planning and all operational segments to ensure seamless implementation of existing and new projects.
Key Responsibilities:
• Working closely with all programmes, software and operations to include client involvement. Development and maintenance of project plans, and establishment of priorities
• Adherence to change process, ensuring all project requirement, definition, design, business case completion and approval are attained prior to the commencement of their successful implementation
• Management of project risks and issues, including the development and delivery of contingency plans
• Day to day running and delivery of roadmap or other strategic initiatives, and leadership of multi-disciplinary teams to meet project goals.
• Stakeholder engagement and communication to advise on status of project delivery
• Analysis of cost, complexity and benefit for new initiatives, and development of business cases to gain funding approval for initiatives presenting significant commercial opportunities to the Contact Centres. Ongoing benefit tracking to ensure project deliverables meet/ exceed forecast benefits
• Act as interface between Contact Centre Operations and project teams
• Complete Project reporting activities on a weekly / monthly / quarterly basis, as required
• Conduct end of project evaluations to assess how well the project was managed and to identify lessons learned for future implementations
• Ensure a high standard of conduct and leadership by living the Values setting an example for others to follow
Required Skills and Experience:
• Proven experience in leading, controlling and taking ownership of projects
• Experience in Contact Centres, preferably within finance services
• Task driven, action orientated.
• Must be able to take a project, own it and ensure that the project team complete their tasks as required.
• Ability & experience in upwardly managing senior members of the team including Directors or above if they’re late on a task.
• Understands how to delegate a task whilst retaining responsibility for completion of that task.
• Can demonstrate PM fundamental skills and behaviours – PM qualifications (Prince2, PMI etc)
• Experience of managing the risks, issues, actions, the plan, project meetings, clients, governance and status reports.
• The successful candidate will be coming to an immature organisation so will be central to defining methodology and processes, experience of doing this is essential
Package:
£40 - £45 Pro Rata
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Customer Experience/Complaints Manager
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Job Title
Customer Experience/Complaints Manager
Location
North West
Salary
£38K+bens
Details:
Large outsourcing organisation requires an experienced manager to lead a complaints team for a key Financial Services Client.
Purpose: To lead a team that investigates, administrates and resolves escalated enquiries and complaints in accordance with Statutory and Regulatory requirements. To contribute to improvement in processes & service through root cause investigation and identification of required change. To drive and deliver audit procedures throughout Customer Services.
Experience Required:
• Experience of managing a team within a contact centre customer service environment
• Comprehensive knowledge of the Statutory and Regulatory framework in which a financial services / insurance organisation operates within
• Experience within a financial services / Insurance environment
• Experience of managing and running complaints handling teams is essential & expereince of handling claims & appeals within the general insurance and mortgage sector is highly beneficial
• Experience of complaint handling in accordance with Statutory and Regulatory requirements
• Experience of processes & service improvement through root cause investigation and identification of required change
Experience of internal stakeholder management and the ability to manage cross-functionally to drive an outcome is essential
Job Description
• Manage a team of complaint handlers, dealing with escalated enquiries and complaints from across the business and various channels, within regulatory frameworks
• To utilise these complaints to help identify root-cause issues and to promote solutions to those issues
• Inspire and enthuse your team to perform at their best every hour of every day – and to ensure they do the same
• To ensure all complaints lead to appropriate performance feedback with relevant people across the business
• To build a virtuous development circle, which takes trend issues from complaints and creates feedback and training to be delivered across the operational areas
• To coordinate quality checking frameworks across Customer Services ensuring that all responsible people (at all levels) are fulfilling their coaching and Quality checking obligations
• To assist Customer Services in addressing any issues identified in Compliance Monitoring and Internal Audit reports. Ensuring that sufficient action has been taken within the specified timescales and producing MI to demonstrate trends and improvements
• Identify trends in appeals and complaints and undertake root cause analysis
• To act as a central point of expertise in relation to the regulatory requirements for complaint handling
• Ensure all business areas are aware of complaints handling requirements, by providing support and training and coaching as required
• To work with all other areas to promote resolution at First Point of Contact, negating the need to raise complaints.
• Coach your Team, in order to deliver continual performance improvement and development of skills & knowledge.
Package:
£38K+bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Senior Account Manager
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Job Title
Senior Account Manager
Location
North West
Salary
Up to £35k + bonus & car
Details:
Company / Role Overview:
Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed.
To validate and interpret client reports and results, in order to provide executive summaries and provide appropriate recommendations to clients.
Identification of business development opportunities
To monitor and control budgets, ensuring sales and profit targets are met.
To keep fully up to date on client businesses, objectives and market place, to enable business focused discussion and proposal of proactive operational solutions.
To develop an account plan for each client, which has the potential to extract maximum client revenue in line with agreed annual development targets
To prepare revenue forecasts for allocated clients, based on knowledge of Client activity and to review and deliver against these throughout each month.
To develop and nurture existing client relationships in order to identify new business opportunities and increase annual turnover and corresponding profit contribution by 5%
Key Skills / Experience required:
Comprehensive commercial experience gained primarily in a client facing role within a contact centre, marketing services or sales environment.
Highest level of personal presentation
Articulate communication within formal and informal environments
Ability to apply sound judgement to day to day management of client activity through the interpretation of client reports and results manifesting in clear recommendations to improve and develop client activity.
Reasonable experience in the management of client budgets.
Ability to work under pressure; energetic, tenacious, resilient
Strong influencing and stakeholder management skills
Package:
Up to £35k + bonus & car
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Manager
Location
North West
Salary
£23k + OTE £32k
Details:
Details:
Reporting into the contact centre manager you will have responsibility for coaching and mentoring a team of business development advisors within a vibrant and targeted contact centre environment.
Role Overview:
• To manage a team of outbound sales professionals, to achieve optimum performance
• To evaluate performance outcome against target and react accordingly
• To successfully motivate and inspire team performance, including appropriate use of available incentives.
• Have an exceptional understanding of the client’s requirements, together with a detailed understanding of deliverable capabilities
• To effectively manage resource within the team, maintaining ownership and responsibility of the sales team including team budget, attendance, performance, and cost per sale.
• To coach, mentor and develop the team to deliver excellent quality sales, achieve targets, and meet agreed productivity.
• To evaluate and manage the team’s performance and results through an ongoing sales plan and tracking process.
Key Skills / Experience required:
• Strong proven ability to manage a high performing sales team within an outbound sales environment
• Proven ability to work under pressure and deliver challenging targets and work to tight deadlines
• Experience of successfully coaching/motivating and performance management of a team to deliver results.
• Proven ability to manage resource levels within a team
• Proven experience in developing and improving processes and procedures to ensure a superior service is delivered to customers
A superb role for an exceptional candidate!
Package:
£23k + OTE £32k
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Outbound Sales Manager
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Job Title
Outbound Sales Manager
Location
Sussex
Salary
32K+6k Bonus
Details:
An experienced Outbound Sales Manager, who is looking for a challenging opportunity to join this established and developing multi site business where career development is a given
Company profile
This is a fabulous opportunity for an experienced sales and call centre manager to join an established and expanding company.
Only candidates with current outbound sales and call centre management experience will be considered.
Key skills/requirements
Based in their main operational site the successful candidate will be initially responsible for circa 8 team leaders and front line operators carrying out telemarketing calls on an outbound campaign. Therefore candidates must have a good understanding motivating teams sales teams. This is a call centre management role so senior level management in forecasting and budgeting is required.
Role profile
To develop awareness and ensure the campaign achieves SLA and KPI’s
• Setting Procedures and managing performance
• Monitoring and planning Improvement and training
• Managing and analysing call volumes, Call queues and traffic.
• Forecasting and budgeting control (commercial awareness of EBIT)
• Liaison with client and developing opportunity
Key responsibilities
• Actively demonstrate strong leadership in an open and honest manner.
• Develop direct reports in line with current policy through the use of one-to-one coaching, training, and the Performance Management System and Personal Development Plans.
• Take overall ownership of HR issues including probationary reviews, disciplinary hearings, personal development plans, and payroll.
• Facilitate the implementation of incentives as appropriate for the teams
• Monitor the performance of teams and individuals, target development areas addressing issues of poor performance where appropriate.
• Be proactively responsible for staff motivation including monitoring and targeting levels of staff motivation.
Package:
32K+6k Bonus + Benefits
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Telesales Account Manager
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Job Title
Telesales Account Manager
Location
London
Salary
£30 - 35k + Bonus + Bens
Details:
We require an excellent sales driven telesales campaign manager with a commercial understanding of Gross Margins and EBIT within the outsourced market.
A pivotal role within the business you will be accountable for the man management and leadership of a key client and the telemarketing campaigns, ensuring that objectives are met in line with the Clients’ and business needs
To ensure organisational competitive advantage on the campaign and plan accordingly
Key Responsibilities:
• To Build and maintain a solid relationship with the client and manage expectations effectively
• Continually be aware of possible business development opportunities
• To ensure the delivery outstanding customer service by both campaign planning and the motivation, leadership and development of Managers, & Agents
• To establish high quality standards, ensuring that they are implemented and delivered consistently in line with the company requirements; meeting and exceeding of company KPI’s and SLA’s
• Financial analysis and forecasting to deliver a strategic & day-to-day plan to maximise revenue, gross margin and performance of the account
• To ensure capacity planning is at optimum level for the campaign
Key Skills / Experience required:
• An absolute minimum of 2 years’ experience within a Call Centre environment in a line management / Campaign management
• Proven track record of achieving outstanding business results and achieving KPI and Service Levels
• Experience in the Telecommunications or Outsourcing
• Excellent interpersonal and influencing skills (Assertive, fair and consistent)
• Commercially focused with strong awareness of the challenges facing call centres
environments
• Intermediate to advanced Microsoft Excel, Word, Powerpoint and Outlook are
preferred
Package:
£30 - 35k + Bonus + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Inbound Sales Team Leader
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Job Title
Inbound Sales Team Leader
Location
Leicestershire
Salary
19K + bens
Details:
An Inbound Sales Team Leader required to work in the sales environment in this busy and thriving call centre environment.
Company / Role Overview:
Evolving and fast paced contact centre that rewards it’s staff with great benefits and a challenging work environment.
Key Responsibilities:
• Management of 15 Inbound Sales Agents
• Managing the sales booking and additional product conversion targets
• Ensure the team are achieving on email, correspondence and administrative targets
• After-sales monitoring
• Coaching and managing team, regular one to ones and ongoing support and guidance
Key Skills / Experience required:
• Must have at least 6 months managing a call centre team in the inbound sales arena.
• GCSE level or equivalent including Maths & English.
• Sales and customer service skills.
• Target driven environment.
• Good keyboard skills.
• Experienced PC user – windows based.
• Word / Excel desirable
Package:
19,000 + Company discount scheme on products, services and related retail industry – up to 30%.Generous holiday scheme, free parking
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Outbound Sales Team Manager
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Job Title
Outbound Sales Team Manager
Location
East Anglia
Salary
24k + £550 min monthly bonus
Details:
If you are a successful sales manager motivated by the thought of an opportunity to be fully rewarded for your success, with an uncapped bonus(team managers achieve circa £500-£600 a month – circa £7K a year!!), then this is the opportunity you have been waiting for!
You will lead a sales team of Outbound Call Handlers and will be responsible for the achievement of a range of sales, quality and compliance objectives for your team. You will pro-actively seek new opportunities to move the business forward, and support the Call Centre Manager on strategic and operational initiatives as required.
What you MUST be able to do!
• SELL and have a clear background in an outbound sales environment, to include demonstrable experience of successfully converting sales to achieve target
• Be highly motivated by an uncapped bonus scheme and have the drive to over exceed targets to achieve maximum bonus!
• Have the ability to motivate and enthuse your team to achieve targets and maximise unit performance.
• Ability to identify and address training / development needs.
• Hands-on approach to take an active role in sales and servicing customers needs.
• Ability and willingness to share your knowledge and skills with less experienced members of the team through coaching and mentoring
• The confidence and willingness to develop your own skills through continuous training.
• Ability to analyse and interpret data to develop strategies.
Experience you'll need!
• At least 12 months experience in a Team Leader / Manager role, with a proven track record in achieving great results in an outbound sales environment
• An enthusiasm and drive to succeed.
• Flexibility in your working hours to provide support to the centre as a whole.
• A desire to help others and develop them through coaching.
Hours & Pay
Up to £24K base salary + an uncapped bonus (team leaders are currently achieving a minimum of £500-£600 a month – circa £7K a year!!)
A flexible working week of 37½ hours, shifts work as follows on a 2 week rota: 1st week: Mon to Thurs 12.30pm – 8.30pm, Fri 11am – 7pm, Sat 9.30am-5.30pm and Sunday off. 2nd week: Mon to Thurs 12.30pm – 8.30pm and Fri, Sat & Sun off
Package:
Up to £24K base salary + an uncapped bonus (team leaders are currently achieving a minimum of £500-£600 a month – circa £7K a year!!)
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Sales Manager
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Job Title
Sales Manager
Location
West Yorkshire
Salary
55k + 15% Bonus
Details:
Company / Role Overview:
An international company with a strong presence in their field are looking for a multi channel sales manager to maximise sales. Must have experience of working in a contact centre and have exposure to web sales.
Key Responsibilities:
• Drive revenue growth through maintaining and developing profitable revenue streams to meet and exceed targets, including the inbound contact centre, the UK and Ireland web channel and training department.
• Account and campaign management
• Liaison with all sales and marketing departments to increase order values
• Develop, implement and improve processes through identification of operational, sales and technological changes impacting on customer satisfaction and contact centre efficiency
• Manage and develop the inbound contact centre teams to ensure the aggressive development of new customer relationships, to expand existing account relationships and opportunities
• Direct, train and motivate call centre representatives responsible for taking and making orders, execution of business strategy
• Leading, inspiring and engaging service and sales teams through change
Key Skills / Experience required:
• Demonstrable record of achieving consistent sales revenue growth in a competitive, high-service, multi-channel, strong performance orientated industry / sector (including telecoms, technology hardware, equipment or other services)
• Graduate calibre; intellectual capability to analyse and resolve complex
• Technically adept; proven ability to develop and/or apply highly advanced technologies, principles, theories and concepts in the eCommerce arena to achieve online sales growth
• Proven leadership skills to inspire, develop, motivate and retain talent in a change orientated, contact centre environment; a compelling presenter with executive presence
Package:
55k + 15% Bonus
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Business Development Manager
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Job Title
Business Development Manager
Location
UK client base, work from home
Salary
70K +bens (100k OTE)
Details:
A global outsourcing giant with 25+ international call-centres in over 10 countries. Working with a number of blue chip clients, they are expanding & looking to recruit the best talent in the market.
Company / Role Overview:
This role will be based from home working within the UK market – nationwide. The main purpose will be to bring in new accounts –selling contact centre outsourcing solutions to blue chip clients. This role demands an excellent quality candidate that has strong business development skills and good account management capabilities that has previously worked to demanding targets and is hungry to win new accounts and to progress in their career.
Key Responsibilities:
• New business development to win business – working to targets
• Presenting to prospective clients to win business – UK wide – travelling to meetings
• On going account management of campaigns/accounts
Key Skills / Experience required:
• Business Development and proven track record of successful account management and generating new accounts to achieve target
• Account Management
• Experience in a similar role
• Experience of working for a contact centre outsourcer
For more information, please contact Cactus Search today
Package:
70K +bens (100k OTE)
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Head of Planning
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Job Title
Head of Planning
Location
London or Midlands
Salary
c70k + exceptional bonus + bens
Details:
Heading up a large, virtual team responsible for the delivery of Planning and Forecasting to a multi disciplined, multi site, geographically spread operational delivery model. This role engages with the Senior Operational Managers who represent each sire to ensure service delivery and revenue assurance. The role ensures the proactive management and co-ordination of the function and ensures that a premium service is delivered which includes internal benchmarking, the sharing of Best Practice and ultimately industry leading innovation.
The successful candidate will possess the following skills and experience.
• Experience of managing a complex planning function across multiple sites (minimum of 3) and specialisms.
• Experience of building the planning strategy for a multi-contact organisation would be greatly advantageous (sales, service, support and face to face contact etc)
• Experience of implementation of major RP systems and processes would also be advantageous as there is a great amount of change required in this role
• Exceptional people management skills and abilities in a complex, UKwide (and potentially offshore) business
• Experience if managing a RP division responsible for thousands of staff within a consumer related service and sales business
• Awareness and understanding of the contact centre industry best practice and the application of innovative change within the workplace.
• Must demonstrate, understand and comply with all legislative requirements including but not limited to FSA, CCA, DPA, OFCOM and OFGEM
This is a superb, high level Head of Planning role and requires someone at the top of their game.
Package:
c70k + exceptional bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Sales Manager
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Job Title
Sales Manager
Location
Derbyshire
Salary
to 35k + bonus + bens
Details:
Working for one of the UK’s fastest growing organisations the successful person into this role will have responsibility of managing over 100 Inbound and Outbound Sales advisors through a number of Team Managers.
Key skills and experience required for this role include:
* Experience of managing inbound and outbound sales teams
* Ability to manage up to 100 heads through a number of Sales Team Managers
* Experience of consumer sales teams
* Excellent ability to achieve results through people.
* A proven, demonstrable track record performing against targets
* A resilient approach and the ability to manage conflicting priorities.
* Financial services experience would be advantageous
Key responsibilities include:
• Manage, motivate and develop your Sales Team Managers to deliver business objectives and sales targets.
• Monitor and manage performance to drive and continually improve business performance
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency
• Drive the performance at site level; taking ownership for sales campaign communication, and campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven campaign performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Management role for a highly skilled individual to join this leading team.
Package:
to 35k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Inbound Sales Team Leader
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Job Title
Inbound Sales Team Leader
Location
West Midlands (South)
Salary
22k + 6k bonus + bens
Details:
This large, multisite Service and Sales Contact Centre has the requirement for an exceptional Sales Manager Team Leader to join their highly successful, energetic site in the West Midlands.
Reporting into the Senior Contact Centre Sales Manager the successful candidate will have the following experience:
• Experience of managing an inbound sales team of close to 15 inbound sales advisors
• Experience of proactively managing in a changing culture (from a service led culture to one of sales through service)
• Demonstrable success of up selling and cross selling
• Exceptional People Management skills and experience
Key responsibilities include:
• Manage, motivate and develop your team to deliver business objectives and cross selling and up selling targets.
• Monitor and manage performance to drive and continually improve business performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Leadership role within a superb, fast paced and successful organisation
Package:
22k + 6k bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Sales Manager
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Job Title
Sales Manager
Location
Yorkshire
Salary
to 35k + bonus + bens
Details:
Working for one of the UK’s fastest growing organisations the successful person into this role will have responsibility of managing over 100 Inbound and Outbound Sales advisors through a number of Team Managers.
Key skills and experience required for this role include:
* Experience of managing inbound and outbound sales teams
* Ability to manage up to 100 heads through a number of Sales Team Managers
* Experience of consumer sales teams
* Excellent ability to achieve results through people.
* A proven, demonstrable track record performing against targets
* A resilient approach and the ability to manage conflicting priorities.
* Financial services experience would be advantageous
Key responsibilities include:
• Manage, motivate and develop your Sales Team Managers to deliver business objectives and sales targets.
• Monitor and manage performance to drive and continually improve business performance
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency
• Drive the performance at site level; taking ownership for sales campaign communication, and campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven campaign performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Management role for a highly skilled individual to join this leading team.
Package:
to 35k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Operations Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operations Manager
Location
South Yorkshire
Salary
40k+20% bonus paid quarterly
Details:
Details: **You must have previous experience within an FSA regulated environment in order to apply for this role**
Extremely challenging, demanding yet exciting role, requiring a very strong, experienced and capable manager with a good mix of both people and operations management coupled with excellent stakeholder management – fantastic role but not for the faint hearted!
Key Skills / Experience required:
• Strong leadership skills with ability to manage multiple teams & large groups of people (200 FTE)
• Previous experience within a Financial Services organisation
• Previous experience at an operational management level within a call centre environment
• Previous outsourcing experience would be desirable
• Client relationship & stakeholder management skills
• Passion for delivering exceptional customer service
• Demonstrated knowledge of contact centre operations and customer support
• Excellent verbal and written skills
• Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals.
Key Responsibilities:
• Direct involvement in the recruitment, selection induction and on going skills development for all direct reports, ensuring the best talent is attracted and retained.
• Ensure service levels are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Package:
40k + bonus 20% paid quarterly + Bupa + Pension
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Collections Consultants
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Job Title
Collections Consultants
Location
Gloucestershire
Salary
35K + bens
Details:
Do you have collections experience? We are looking to recruit Collections Consultants for a multi award winning organisation who will provide full product training and ongoing support
Great opportunity to join this organisation on an initial 6 month Fixed Term Contract OR Permanent basis. If you are currently looking for work you have nothing to loose and everything to gain!
Company / Role Overview:
While these are not Management roles, the salary on offer and the experience required would suit a team Leader / Manager as the organisation is looking for interim/permanent collections consultants to liaise with customers who have fallen into financial difficulty. This will be a gentle/sensitive approach and providing consultative advice is essential. This organisation is a multi award winning business with sites across the UK and Europe. They will provide full training and ongoing support.
Key Skills / Experience required:
• At least 2-3 years experience in a mortgage collection OR debt recovery environment
• Any experience of working in an outbound dialler/targeted sales environment would be advantageous
Key Responsibilities:
• Constantly challenge existing practices and processes and suggest improvements to ensure that service is most effective and efficient
• Communicate clearly within the team and across the Operation
• Maintain personal development records to ensure that appropriate skills and knowledge are acquired and cultivated
• Ensure understanding and compliance with the standards specified by the FSA (Principles and MCOB Rules) and the other Codes of Conduct, specifically those relating to Treating Customers Fairly
• Involvement in group projects e.g. client implementation
• Handle and escalate complaints in accordance with client policy/internal procedures
• Undertake analysis and support the implementation of change control activity across the Operation
Package:
£25,000 - £35,000 per annum + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Outbound Sales Team Manager
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Job Title
Outbound Sales Team Manager
Location
Northamptonshire
Salary
30K base (40-50K OTE)
Details:
If you are a successful outbound sales manager motivated by the thought of an opportunity to earn a fantastic basic salary coupled with superb bonus potential, then this is the opportunity you have been waiting for!
You will lead a sales team of Outbound Call Handlers and will be responsible for the achievement of a range of sales, quality and compliance objectives for your team. You will pro-actively seek new opportunities to move the business forward, and support the Call Centre Manager on strategic and operational initiatives as required.
What you MUST be able to do!
• SELL and have a clear background in an outbound sales environment, to include demonstrable experience of successfully converting sales to achieve target
• Be highly motivated by an excellent bonus scheme and have the drive to over exceed targets to achieve maximum bonus!
• Have the ability to motivate and enthuse your team to achieve targets and maximise unit performance.
• Ability to identify and address training/development needs.
• Hands-on approach to take an active role in sales and servicing customers needs.
• Ability and willingness to share your knowledge and skills with less experienced members of the team through coaching and mentoring
• The confidence and willingness to develop your own skills through continuous training.
• Ability to analyse and interpret data to develop strategies.
Experience you'll need!
• At least 12 months experience in a Team Leader / Manager role, with a proven track record in achieving great results in an outbound sales environment
• An enthusiasm and drive to succeed.
• Flexibility in your working hours to provide support to the centre as a whole.
• A desire to help others and develop them through coaching.
Package:
30K base (40-50K OTE) + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Outbound Sales Manager 1yr FTC
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Job Title
Outbound Sales Manager 1yr FTC
Location
North East
Salary
45-55K+bonus+bens
Details:
Join this leading UK Brand in this high profile position supporting the growth & success of an Outbound Sales Operation based in their state of the art call centre in the North East
This position will be covering maternity for a Fixed Term of 1 year. There is a great deal of potential for this role to progress to a permanent position in the future and the contract must commence in March 2010
Overall Job Purpose - The role holder will have direct responsibility for circa 7 Team Leaders who in turn manage teams of 10-12 agents. Agents are responsible for selling a portfolio of financial services products to the end consumer. Individuals will be required to lead, manage and motivate this team and have responsibility for their performance against a number of key metrics including sales, customer satisfaction, employee satisfaction, compliance with statutory requirements and operational efficiency.
KNOWLEDGE & EXPERTISE – Essential
• Experience of managing Team Leaders in an Outbound acquisition role with an in-direct responsibility for circa (100 – 150 FTE)
• Leadership skills are critically important including the ability to build a focused, collaborative, results-oriented work group
• Ability to drive outbound sales volumes from a product perspective whilst balancing this with broader market awareness and an understanding of the need to respond to changes in customer demand
• A good business understanding is important and high performing Sales Managers will show a keen interest in their market sector and in how their efforts contribute to the success of the company as well as demonstrating a good understanding of sales management processes
• Whilst product/industry knowledge is not essential, an appreciation of regulatory compliance is important
• Knowledge of good practice gained in a similar B2C contact centre environment is essential
Package:
45-55K (DOE)+ excellent bens + bonus
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Customer Service Project Analyst
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Job Title
Customer Service Project Analyst
Location
Dorset
Salary
27k+Bens
Details:
An exciting and pivotal role for an Operations Support Analyst with a good Project Management and Lean methodology background in call centre customer services.
Company / Role Overview:
This is a key role within a large customer service and sales contact centre which requires a Project Analyst with Call Centre Operations Support who is able to apply Lean Methodology to the contact centre processes currently in place. This role may also suit a Business Analyst with Lean Methodology so long as they can offer Contact Centre experience.
Key Responsibilities:
• To lead or support the Business Transformation in the delivery of) Operational/company-wide change initiatives -
• To manage operational readiness and the smooth implementation of systems deployments and migrations.
• To undertake detailed analysis in order to develop clear business requirements
• To deliver high-quality project reports,
• To raise change requests and undertake a thorough impact assessment of all proposals, liaising with colleagues across the business at all levels to ensure that initiatives capture all relevant information.
• To manage and communicate incidents across Operations for mid-scale events that impact customers and employees, mitigating internal and external risks.
• To participate actively in the development of a strategy for continuous process improvement for Customer Service Operations
• Develop and deliver a programme of continuous process improvement, which increases efficiency and reduce cost in line with business objectives.
• To ensure business transformation project management disciplines are adopted at all times.
• To act as in internal consultancy capacity, providing expertise and guidance on operational matters and sharing best practice when colleagues require support.
Key Skills / Experience required:
• Previous project management experience
• Lean process improvement methodology
• Sound Business acumen and Operational background
• Analytical / MI experience
• Ideally call centre background or similar
Package:
£27k + Benefits
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Dialler Manager
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Job Title
Dialler Manager
Location
Scotland
Salary
30k + bonus + bens
Details:
This company is changing. A Recent re-structure has opened up excellent opportunities across the business to include the role of Dialler Manager. You will be experienced in managing an outbound Dialler system and managing a team of dialler administrators, key responsibilities to include:
• Continually seek to improve the performance of the businesses outbound accounts whilst maintaining compliance with regulatory rules.
• Adding value to the organisation and customer relationship through analytics, including customer profiling and propensity modelling.
• Develop the skills of the Dialler Team
• Provide pre-sales support to the Business Development team
• Ensure outbound campaign management and supporting processes provide optimum selling/collections opportunities whilst maintaining compliance with regulatory rules
• Requirements for sales opportunities
Package:
30k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Sales Team Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Team Manager
Location
North West
Salary
To 27k + excellent bens
Details:
Outbound Telephony is taken seriously here. That's why they are investing heavily into state-of-the-art technology - technology that will ensure they continue to deliver for customers, and that they outperform their competitors.
And they don't just invest in work-related facilities. Their Sales Contact Centre has an on-site canteen, a brand new coffee shop and an on-site subsidised gym. They also have an active Sports and Social Committee. In fact, there are all sorts of ways that you can get involved and stretch yourself. But with a generous holiday entitlement (up to 30 days in addition to statutory bank holidays), you'll also have plenty of time to put your feet up and relax, either at home or abroad.
Role Profile - The main focus will be to establish and manage a team of up to 15 agents within the Outbound Sales Centre to develop and implement a set of processes that enable a step change in customer experience through outbound calls.
Key Skills & Experience Required:
· At least 2 years experience on managing an Outbound Sales Team
· Significant Operational management experience gained in a results driven commercial contact centre
· Experience of managing a Sales Team of at least 10 FTE
· In –depth knowledge of outbound Acquisition, Up-sell, Retention and Winback methodologies.
· Proven track record in a high performance sales role as well as delivering and monitoring sales and performance and a proven ability to identify performance improvements in call handling presentation and self and peer evaluation techniques through monitoring and coaching to success
· Solid previous experience of managing an outbound team in a large contact centre environment
· Thorough awareness of contact centre practices with a key focus on performance management and development techniques
· Previous experience in a faced paced coaching / results driven management environment
This is definitely not the average contact centre. For one thing, there's no cold calling. This organisation is all about contacting existing customers with carefully selected products and services. They like to tell it straight and tell it great. It's an approach that's taken this organisation to the forefront of customer-led, proactive Outbound Telephony.
Hugh Growth Planned - This Contact Centre is set to double in size and you'll play a key role in managing that growth. As one of their leaders, you'll have the autonomy and responsibility you need to introduce new ideas and innovative approaches, and to contribute to a best practice culture.
In short, if you've got what it takes to make a real difference to this business, you can rely on this organisation to give you all the opportunities you need to enjoy a fantastic management career.
Package:
Up to £27k + benefits + 30 days holiday
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Chief Operating Officer
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Job Title
Chief Operating Officer
Location
South Africa
Salary
100k + bonus
Details:
An opportunity of a lifetime!
This large African off-shore BPO organisation is looking for a key individual (COO) to direct, develop and grow their operation in South Africa.
Cactus have been retained to source an exceptional COO whose responsibilities will include Managing, Directing & Overseeing 3 sites in 2 locations in South Africa: 1,700 seats, inbound & outbound, predominantly mobile and financial services.
You will also be tasked with growing the proposition further – plans as follows:
• Discussions are currently underway to acquire a network of contact centres in other key African markets: likely to add a further 2,000 seats at facilities ranging from 100 seats to 600 seats.
• Significant organic growth anticipated – strategy focused on (i) securing new European offshore contracts, to be serviced in South Africa, and (ii) growing local market business in key African territories based on targeting multi-territory customers (e.g. financial services & mobile), as well as establishing a strong presence in under-served territories.
Overall Job Purpose - The role holder will have overall responsibility and ultimate accountability for operational and financial performance of all outsourcing contracts and all contact centre facilities operated by the Company. The role will involve leading and driving senior operational management across the business, as well as systematically developing culture, process, systems, quality improvements, efficiency improvements and overall value proposition. The role will also include accountability for local (non-offshore) sales.
The role holder will be a potential future CEO of the business.
This role is accountable for ensuring the delivery of a world-class outsourced contact centre business.
ESSENTIAL Experience required:
• Extensive experience at a very senior Level within the contact centre industry
• Extensive experience of Multi-National BPO and delivering & running large off-shore contact centre operations
• Experience within the Telco and / or Financial Services Sectors (both would be a benefit)
• Experience of leading development of operational strategy and the ability to provide insights based on extensive knowledge of outsourcing and off-shoring best-practice
• Operational performance management – with experience of overall accountability for budget
• Sales and key account management – experience of developing effective sales strategies and customer propositions
• People Development – ability to develop and lead senior operational leadership across the business
Package:
Basic package which includes everything (bens, re-location, living expenses etc..) but excludes bonus will be £100,000 - the bonus pool will be 50% of basic package, and will be tied to delivery of operational and financial targets. NB - No other benefits
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Fundraising Trainer
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Job Title
Fundraising Trainer
Location
North London
Salary
C25k + bens
Details:
Company / Role Overview:
If you're looking for a career in the charity sector and want to progress to a senior role fast, this might be the perfect role for you. This outstanding opportunity for an experienced charismatic fundraising trainer to join a young, exciting company in a pivotal role.
Key responsibilities:
• To deliver induction training and client briefings to charity fundraisers
• Develop and deliver two day induction programme for new fundraisers
• Work alongside Fundraising Managers to develop fundraising skills and techniques
• Develop and deliver client and campaign briefings on behalf of our charity clients
• Coaching and development of fundraisers
• Weekly reporting back to Fundraising Centre Manager and client teams
• Work with recruitment team to achieve targets of successful fundraisers passing through training on a weekly basis
• Spend time calling on campaigns where necessary or beneficial
Key Skills / Experience required:
• Experience of fundraising is essential
For more information, please contact Cactus Search today
Package:
C25k + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Disputes & Chargebacks Specialists
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Job Title
Disputes & Chargebacks Specialists
Location
Midlands
Salary
30 - 50k DOE
Details:
Disputes & Chargebacks Specialists are required for this large and growing Financial Services organisation. There are a variety of positions to include: Team Leaders, Operations Managers and Interim Consultants.
My client will also consider interim consultants on fixed term contracts.
Essential Experience Required:
• Operational experience of the payments card industry, specifically relating to the design and management of Disputes and Chargebacks processing (from the dispute stage to pre-arbitration (or possibly to the arbitration process))
• Thorough, current industry leading, knowledge of Visa, Mastercard and ideally Maestro scheme rules
Job Purpose
• To provide specialist knowledge in relation to the design of operational processes and associated business rules in relation to Disputes and Chargebacks and the management of these.
• Advise on operational implementation of Visa VROL, MasterCard Mastercom
• Consultancy on MasterCard and Visa set-up documentation
• Ensuring the business rules are aligned with client banking and accountancy procedures
• Definition of the case handling requirements
• Consultancy to optimise case management and financial performance
• Consultancy to optimise fraud and disputes identification and case management procedures
• Contribute to corporate profitability goals through the successful delivery of consultancy engagements
• Improve business and operational efficiency and effectiveness
Package:
30 - 50k DOE
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Disputes and Chargebacks Team Managers
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Job Title
Disputes and Chargebacks Team Managers
Location
Amsterdam
Salary
To 25k / €28.5k + bens
Details:
Fantastic opportunity to join this Large Global Outsourcing Brand who requires experienced Disputes and Chargeback’s Team Leader to join their team in the Netherlands, near Amsterdam.
Key Skills / Experience required:
• Fluent Dutch desirable but not essential
•Disputes and chargeback’s experience is essential
• Minimum 2 years experience within a Call centre environment managing a team of individuals
• Any experience within the financial services sector would be advantageous
• Experience of leading & developing a team of call centre agents in a busy contact centre environment
• Any knowledge of Collections & Recoveries policies would be advantageous
Key Responsibilities:
• To lead and develop a team of Disputes and Chargeback’s Advisors to ensure that individuals are both skilled and motivated to deliver performance that maximise revenue and customer advocacy
• Ensure the smooth running of the day to day operation. This to include all back office functions, inbound / outbound calls and ad hoc requests to ensure all Service Level Agreement are achieved
• Act as an escalation point to highlight potential fraudulent activity, escalating where appropriate
• Effectively manage business processes within the Team, such as time and attendance and ACD reporting, to drive performance and achievement of targets and ensure accurate flow of information to internal sources
• Work with the Operations Managers to support forecasting and capacity management activity through information exchange and team forward planning. Encompasses attendance, retention, and roster management
• Ensure training and development plans are maintained for all team members
• Maintain an understanding of developments in the Contact Centre industry and the client industry sector (credit card/FSA)
Package:
To 25k / €28.5k + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Team Managers
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Job Title
Team Managers
Location
Amsterdam
Salary
To 25k / €28.5k + bens
Details:
Fantastic opportunity to join this Large Global Outsourcing Brand who requires experienced Dutch Speaking Team Leaders to join their team in the Netherlands, near Amsterdam.
Key Skills / Experience required:
• Fluent Dutch
• Minimum 2 years experience within a Call centre environment managing a team of individuals
• Any experience within the financial services sector would be advantageous
• Experience of leading & developing a team of call centre agents in a busy contact centre environment
• Any knowledge of Collections & Recoveries policies would be advantageous
Key Responsibilities:
• To lead and develop a team of Customer Service and Senior Advisors to ensure that individuals are both skilled and motivated to deliver performance that maximise revenue and customer advocacy
• Ensure the smooth running of the day to day operation. This to include all back office functions, inbound / outbound calls and ad hoc requests to ensure all Service Level Agreement are achieved
• Act as an escalation point to highlight potential fraudulent activity, escalating where appropriate
• Effectively manage business processes within the Team, such as time and attendance and ACD reporting, to drive performance and achievement of targets and ensure accurate flow of information to internal sources
• Work with the Operations Managers to support forecasting and capacity management activity through information exchange and team forward planning. Encompasses attendance, retention, and roster management
• Ensure training and development plans are maintained for all team members
• Maintain an understanding of developments in the Contact Centre industry and the client industry sector (credit card/FSA)
Package:
To 25k / €28.5k + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Operations Manager - German Speaking
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Job Title
Operations Manager - German Speaking
Location
Northamptonshire
Salary
To 45k + bonus + bens
Details:
Fast-paced, growing and highly successful organisation requires an experienced German Speaking Operations Manager for their expanding site near Northamptonshire. Exciting opportuntiy for a career focussed individual!
Purpose of the Role:
This role is to ensure best practice day-to-day process and people management on a client operation. The Operations Manager is responsible for productivity and performance, across all teams, against contractual service levels and the operational excellence model. This role is responsible for the management and support of the Team Managers.
The Operations Manager will require a broad knowledge of the contact centre industry, preferably in the Financial Services sector and specific knowledge of managing a high performance call centre. Ambitious and self-motivated with a strong desire to achieve, the successful candidate will be responsible for a large Contact Centre within this new set up. Working closely with the Head of Site to ensure the goals and expectations are reached in an accurate and timely manner.
Essential Skills & Experience Required
• Must be able to speak German
• Demonstrable experience of managing a Contact Centre preferably within a Financial Services Call Centre environment.
• Experience of managing and developing team leaders in a large customer service call centre
• Must have experience of working within a regulated environment, preferably FSA
• Experience of working within an outsourced environment & external client account management would be a huge advantage
Key Responsibilities:
• To meet the key operational objectives set out by the agreed Business Plan
• To make an active contribution to the management approach of the Group, working closely with the Senior Management team and Investors
• Manages and evaluates Team Leaders performance, coaches and develops employees
• Conducts meetings with team leaders and business support management to ensure clear communication and the smooth running of operations.
• Develops and educates Team Leaders to ensure proper methods/techniques are used to develop staff
• Assists Team Leaders with any problems / questions, complaints concerning service performance, debtors and customers
Package:
To 45k + bonus + full bens package
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Fraud and Risk Manager
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ob Title
Fraud and Risk Manager
Location
UK
Salary
Circa 50k + bens
Details:
Role Purpose
• You will provide specialist Fraud and Risk consultancy throughout the operation.
• You will interact primarily with managers and senior business leaders.
• The objective of the role is to develop, implement ongoing sustainable operational strategies that can be considered “best practice” in the payment card industry.
Key Responsibilities:
• Provide leadership and tactical support in the implementation of Fraud detection and risk reduction processes
• Supporting specialist skill-set development
• Maintain tight cost control during implementation to ensure budget adherence
• Review all internal and external touch points to the Fraud procedures to ensure maximum efficiency and to minimise potential direct losses
• Ensure that processes are aligned to the appropriate payment card scheme rules and relevant compliance regulations.
• Provide thought leadership and generalist support in the management of Fraud operations
• Conduct regular operational reviews in the operational departments, with a view to ensuring continuous improvement and ongoing best practice
• Perform analysis of MI to review trends, process efficiency, queue management, etc.
• Support quality assurance and risk assessments with a view to ensuring ongoing process compliance
• Act as subject matter expert to business support departments in support of ensuring continuous improvement and best practice in recruitment, training, organisational design, client relationship management, change management, etc.
Key Skills / Experience required:
• Minimum 10years financial services experience 5years of which within credit card industry, specialising in card fraud
For more information, please contact Cactus Search today
Package:
Circa 50k + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Dialler Manager
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Job Title
Dialler Manager
Location
North Somerset
Salary
30K-35k + Benefits
Details:
Company / Role Overview:
You will be required to contribute, manage and maintain the ACD, routing, dialler and campaign management on behalf of the operation
Through successful planning and implementation of this technology, support strategies enabling operational efficiencies and maximisation of contacts whilst creating a consistent framework and model across all of the services
Key Responsibilities:
• Contribute and support Departmental Managers and company initiatives on projects that will deliver customer and operational improvements.
• Identify, evaluate and implement measures that reduce operational cost whilst maintaining customer service
• Research, develop and implementation of call routing practise
• Design, edit and test the call routing, messaging and queuing to the operational service areas.
• Manage and maintain the ACD on behalf of the operational service areas. To include the setting up of new schemes and DDI requests and cancellations.
• Create and maintain strong internal relationships that focus on driving improvement, support and development that enables working in partnership with Department Managers.
• Develop and implement a pro-active dialler and campaign management practise that complies with regulation and ensures maximum exposure to achieve business targets, goals and objectives.
• To work closely with the MI and WFO team to create and analyse
• Develop and maintain systems and processes designed to ensure that a reliable and effective telephony service is delivered to the operation
• Work in unison with other areas of the operational support team and share and discuss findings to enable a unified approach to be taken when supporting the operational service areas.
Key Skills / Experience required:
• Relevant experience of managing an ACD and call routing and strategy.
• Proven track record in troubleshooting and fault resolution.
• Relevant experience of managing a dialler and pro-active outbound dialling campaign management.
• Ability to challenge operational processes
• Proficient with MS Office, ACD, dialler and Outbound dialling terminology.
• Experience at writing and analysing Outbound Dialling Management Information
Package:
35k + Benefits
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Team Leader
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Job Title
Team Leader
Location
Cardiff
Salary
18–20K+Bonus+Bens
Details:
If you have management experience in a call centre environment then take this opportunity to join this large & rapidly expanding organisation who are looking to recruit exceptional talent to join their expanding team.
Company / Role Overview:
This is a business that offers security, stability and career progression for committed members of the team. The role will progress onto higher level management with more agents and Team Leaders reporting in. It is a sales based role so sales driven people are required!
Key Responsibilities:
• Managing a team of 15 sales agents to make sure they are completing their sales targets and motivating the team to do well
• One to one coaching and training – working with any under performance
• Recruitment of team
• Reporting and management of HR staffing issues
• Campaign management, checking in with external clients to make sure quality is adhered to
Key Skills / Experience required:
• Management experience in a call centre environment in a similar role
• Outsourcing experience preferred
Package:
18–20K+Bonus+Bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
German Speaking - Ops Manager
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Job Title
German Speaking - Ops Manager
Location
Flexible
Salary
45k + re-location
Details:
Very exciting opportunity to join a high profile organisation in a highly visible and influential key position. If you are an experienced Operations Manager with German Language skills then this truly is a career opportunity of a lifetime!
Key Skills / Experience required:
• Fluent in German
• A minimum of 5 years previous management experience within a Contact Centre operation
• Experience of working closely with key stakeholders
• Previous experience of leading and motivating teams to achieve results
Role Overview:
• To ensure best practice day-to-day process and people management on a client operation. This includes the management of an account to budget and responsibility for operational client management activity.
• Ensure agents and Team Managers are appropriately skilled to support the strategic relationship with the client.
• The Operations Manager is responsible for productivity and performance, across all teams.
• Regularly appraise and review Team Managers and their teams in line with Company methodology for probation, objective-setting and appraisal management.
• Use agreed company methodology to proactively plan for the effective delivery of resources to best meet call/contact flow requirements.
• Manage operational activity with a view to proactive operational risk assessment. Report up-line any potential or actual operational risks in a timely and accurate fashion.
• Support the implementation of a project plan, to set-up operations to agreed design, timescales and budgets.
Package:
To 45k + re-location package + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Customer Service Team Manager
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Job Title
Customer Service Team Manager
Location
North West
Salary
c30k + bonus
Details:
Fantastic opportunity for an experienced team manager to lead, coach, develop, motivate & manage a team of agents to manage customer queries efficiently and effectively
Key Skills / Experience required:
• At least 2 years experience in managing a team of people in a customer service/contact centre environment.
Key Responsibilities:
• Acts as line manager for a team of agents (circa 12 - 15FTE)
• Provides real time support to agents while they are dealing with calls
• Identifies possible needs for improvement in processes, learning and systems and refers them to the appropriate support area or to more senior management.
• Manage customer service escalation where necessary
• Monitors Calls to identify coaching and development needs of Coordinators
• Undertakes regular coaching of Coordinators to develop and enhance their call handling and technical skills
• Working with the Resource Planning Team to contribute to the effective staffing of the Contact Centre
Package:
c30k + bonus
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Sales Team Manager
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Job Title
Sales Team Manager
Location
North West
Salary
To 27k + excellent bens
Details:
Outbound Telephony is taken seriously here. That's why they are investing heavily into state-of-the-art technology - technology that will ensure they continue to deliver for customers, and that they outperform their competitors.
And they don't just invest in work-related facilities. Their Sales Contact Centre has an on-site canteen, a brand new coffee shop and an on-site subsidised gym. They also have an active Sports and Social Committee. In fact, there are all sorts of ways that you can get involved and stretch yourself. But with a generous holiday entitlement (up to 30 days in addition to statutory bank holidays), you'll also have plenty of time to put your feet up and relax, either at home or abroad.
Role Profile - The main focus will be to establish and manage a team of up to 15 agents within the Outbound Sales Centre to develop and implement a set of processes that enable a step change in customer experience through outbound calls.
Key Skills & Experience Required:
· At least 2 years experience on managing an Outbound Sales Team
· Significant Operational management experience gained in a results driven commercial contact centre
· Experience of managing a Sales Team of at least 10 FTE
· In –depth knowledge of outbound Acquisition, Up-sell, Retention and Winback methodologies.
· Proven track record in a high performance sales role as well as delivering and monitoring sales and performance and a proven ability to identify performance improvements in call handling presentation and self and peer evaluation techniques through monitoring and coaching to success
· Solid previous experience of managing an outbound team in a large contact centre environment
· Thorough awareness of contact centre practices with a key focus on performance management and development techniques
· Previous experience in a faced paced coaching / results driven management environment
This is definitely not the average contact centre. For one thing, there's no cold calling. This organisation is all about contacting existing customers with carefully selected products and services. They like to tell it straight and tell it great. It's an approach that's taken this organisation to the forefront of customer-led, proactive Outbound Telephony.
Huge Growth Planned - This Contact Centre is set to double in size and you'll play a key role in managing that growth. As one of their leaders, you'll have the autonomy and responsibility you need to introduce new ideas and innovative approaches, and to contribute to a best practice culture.
In short, if you've got what it takes to make a real difference to this business, you can rely on this organisation to give you all the opportunities you need to enjoy a fantastic management career.
Package:
Up to £27k + benefits + 30 days holiday
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Team Leader
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Job Title
Team Leader
Location
Avon / Gloucestershire
Salary
19k + bens
Details:
International outsourcer boasting sites in the UK, Europe and Africa, seeks a driven and passionate call centre team leader to join the specialist customer service team in Bristol.
This role requires candidates who can hit the ground running and who can work autonomously for a large proportion of the job so existing contact centre team leader or supervisory experience is essential.
Key Responsibilities:
• To manage a team of inbound customer service agents
• To take ownership for team performance, actively seeking opportunities to improve and develop.
• Actively encourages and motivates team to meet objectives
• Demonstrates direction by example and provides focus to the team through feedback on performance
• To coach and mentor on service and up-selling skills
• To Manage and ensure working processes are adhered to
• To ensure performance levels are maintained and increased
• To handle disciplinaries and back to work interviews
• To take 121’s and develop agent abilities through call monitoring and development plans
Key Skills / Experience required:
• An absolute minimum of 6 months hands on supervisory experience of successfully leading, motivating and coaching a inbound Customer Service and sales team within a call centre environment.
• Experience of personally meeting work targets.
• Driven by the desire to succeed and develop a career in contact centre outsourcing
Package:
19k + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Trainer
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Job Title
Trainer
Location
Worcestershire
Salary
24k + bonus + bens
Details:
Company / Role Overview:
This high profile, instantly recognisable branded Client are looking for a seasoned Trainer who is customer service orientated through and through. This company offers security and career progression and requires a highly experienced inbound Trainer that will work alongside new agents and performance manage a team to achieve KPI’s and high level customer service.
Key Responsibilities:
• Training new starters and on going coaching for the inbound customer service team
• Training and coaching on technical product support
• Delivering excellent customer service
• Managing a specific team of agents – performance management to maintain service levels are met and all queries are dealt with effectively
Key Skills / Experience required:
• Inbound Training/ coaching experience in a call centre environment
• Management of people
• Successful track record in managing performance and customer service levels
• Call Quality checking
For more information, please contact Cactus Search today
Package:
24k + bonus + private healthcare + bens
If you feel suited for this role, register with Softigator for free and get the details.
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11.02.2010
Specialist, Disputes & Chargebacks
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Job Title
Specialist, Disputes & Chargebacks
Location
UK Wide - Flexible
Salary
50 - 75k + bens (DOE)
Details:
Fantastic opportunity to join this dynamic market leader and perform in this pivotal role, acting as a consultant & subject matter expert for Disputes & Chargeback processes in all relevant business processes.
Flexibility around location and salary and potential opportunity of home working makes this an extremely attractive position for the right candidate!
Role summary
• This large, European organisation provides services in the customer service, complaints, correspondence, fraud, disputes, chargebacks, collections and debt management service lines, for both consumer and commercial customers.
• The role of Specialist provides tactical and strategic expertise in a specific subject area. The role encompasses internal business consultancy in three key areas: Pre-sales and business development; new business implementation; and operational excellence review. The role interacts primarily with managers and senior business leaders, facing both internally and externally toward client organisations.
• The objective of the role is to develop, implement and ongoing review sustainable operational strategies that can be considered to be “best practice” in the payment card industry. It is also to provide a focal point in the EMEA organisation for ongoing education and subject matter expertise.
• The Specialist, Disputes & Chargebacks role is focussed on Disputes and Chargeback processes, primarily in the Visa Credit and Mastercard environments, and within the pre-paid market. The role is required to achieve a balance between hands-on operational activities and strategic thought leadership.
Key Experience Required:
• Extensive experience of working in the credit card industry, specialising in disputes and chargebacks
• Minimum of 5 years experience working at management/specialist level
• Experience of working with organisations such as CIFAS, NCIS, APACS, OFT, FSA in the management of Disputes and Chargebacks
• Working experience of VISA or Mastercard scheme rules
• Working experience of chargeback and dispute management systems
• Business quality process management qualification, e.g. Six Sigma, EFQM, etc.
• Experience working with managed service centres / contact centres
Package:
50 - 75k + bens (DOE)
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Call center job - Outbound Sales Team Leader
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Job Title
Outbound Sales Team Leader
Location
Midlands
Salary
20K + Bens
Details:
Company / Role Overview:
This company has had excellent results over the last 12 months and with more plans for growth and more business to be won they continue to require ambitious, intellectual candidates to lead their teams to success
Key Skills / Experience required:
• Proven experience of successfully leading, motivating and coaching a team to achieve designated targets within a call centre
• Excellent communication skills and the ability to deliver excellent customer service.
• Ability to relate to others in a positive manner and build strong working relationships.
• A natural ability to motivate and energise others.
• Able to inspire and support a team towards the achievement of targets. .
• Committed to the delivery of a high level of customer service and evidence of understanding the key priorities of both client and own business and how to balance these.
• Enthusiastic, positive, resourceful and resilient.
Key Responsibilities:
• Manage and coach team performance to ensure team targets and KPIs are met including productivity , quality targets,
• Manage individual performance to ensure every team member achieves their targets.
• Manage under performance effectively and promptly using Company processes to maximise performance of every team member.
• Manage the team effectively to ensure productivity targets are met.
• Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
Package:
20K + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Call center job - Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Manager
Location
Midlands
Salary
35k DOE + Bens
Details:
Company / Role Overview:
This company has had huge success across the UK and Internationally with further ambitious growth plans for 2010. Part of this growth includes the recruitment of Sales Managers to lead and develop outbound sales teams in line with these growth plans.
Key Skills / Experience required: • Previous experience within an outbound call centre in a management position
• Strong leadership skills with a natural ability to motivate and energise others to achieve the very best
• An ambitious and driven attitude toward the business you work for and your own career
• Thorough knowledge of relevant legislation such as the Data Protection Act, FSA, and TCF & PCI
Key Responsibilities:
• Monitoring costs (direct/indirect) and identifying anomalies, analysing actions and presenting potential solutions.
• Administration of team incentive budgets
• Maximising contractual KPI’s and SLA’s including Payroll & Bonus administration
• Manage day to day cost to maximise account profitability.
• Ensure that development activities and tools are in place for all members of staff.
• Ensure that all call activities; sales and call standards are managed at all times.
• Build an appropriate relationship with all levels of staff through effective and relevant communication with groups and individuals.
• Identify, agree and implement ideas for improvement
• Has knowledge of different types of selling techniques.
• Has sufficient knowledge of different types of B2B, B2C, Cross Sell, Up Sell, and Outbound & Inbound.
• Possesses techniques for demonstrating tangible and intangible benefits to clients and add value.
• Understands typical challenges and market conditions and has strategies for dealing with these.
Package:
35k DOE + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Operational Performance Manager
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Job Title
Operational Performance Manager
Location
UK
Salary
35K + Bens
Details:
Company / Role Overview:
This is an opportunity to join a leading organisation that prides itself on development of staff and providing a stable and bright future for enthusiastic and self motivated individuals.
The purpose of the role is to mange the operational performance analysts (multi site). You will work closely with operational teams to drive delivery of key operational matrics.
You will ensure standard operational procedures for Resource Planning and Real Time and manage stakeholders within the sites across direct channels. So this individual will need to encompass the following key skills
Key Skills / Experience required:
• Company people policies and procedures e.g. resourcing approaches, performance Management, succession planning, reward, discipline and grievance etc:
• Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
• Strong performance Management / Performance Development
• Very strong relationship management and negotiation skills
• Excellent knowledge of Workforce management software - Ideally Total View
Key Responsibilities:
• Analyse historical data to identify trends in performance against key operational metrics
• Work with Operational Performance Analysts and local management teams to identify and implement opportunities to improve site performance
• Support team to implement intraday initiatives identified by Realtime by gaining support from site Management team
• Clearly communicate Performance Development planning process to all line reports, agree challenging performance objectives and measures
• Support the Head of Performance Delivery in establishing resource and training needs in terms of numbers, skills and behaviour mix
• Manage poor performance and Disciplinary/Grievance issues professionally and promptly applying the company procedures.
• Develop and maintain strong working relationships with colleagues within Site Operational Management Team, working together to driver Operational Performance
Package:
35K + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Interim Manager
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Job Title
Interim Manager
Location
Central London
Salary
£400 to £500 per day
Details:
Company / Role Overview:
A large Business Services company based in London has recently gone through a transformation that should allow them to proactively track and drive their sales. They now require an experience interim change manager with very good analytical and people skills to morph the old culture into one that understands and uses new CRM systems to a more meaningful and proactive end.
Key Responsibilities:
To work on process and system improvements enabling the control of leads and sales; to ultimately improve conversions by leveraging the power of the information locked in the CRM.
Key Skills / Experience required:
A call centre interim background with B2B CRM technical expertise
analytical and numerically focussed with excellent man management skills.
Must be able to manage board level execs who are “no nonsense” and dynamic entrepreneurs
Package:
£400 to £500 per day
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Contact Centre Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Contact Centre Sales Manager
Location
Berkshire
Salary
£30 - 35k + Bonus + Bens
Details:
A small call centre office with an international and VIP customer base is going proactive on the sales front and it needs your help! We are recruiting for an experience sales and contact centre manager to help this company with their transition to internet based and outbound customer contact.
Key Responsibilities:
• To manage the team, including a supervisor, and to coach and train the staff into outbound contact in response to website traffic
• To produce regular sales reports and budgets, establishing appropriate KPI’s, monitoring achievement against budget in liaison with Head of Finance and taking actions to achieve budget.
• To drive sales through data analysis and motivational techniques; to achievement of targets
• To implement tactical initiatives and train up the team on promotional offers
• To develop robust processes in order to ensure a seamless and continuous customer experience
• To perform regular performance reviews to ensure everyone is happy and developing their sales skills
• To act as point of escalation for customer complaints
• To run the customer satisfaction survey as designed by Marketing.
Key Skills / Experience required:
• Prior people Management experience required gained within a sales call centre environment
• Brand awareness of high calibre
• Self-sufficient in MS Office (Word, Excel, Powerpoint)
• Proven ability to learn new IT systems to produce ad-hoc reports
• Working knowledge of French, oral and written, is desirable.
Package:
£30 - 35k + Bonus + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Job Title Customer Service Team Leader
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Customer Service Team Leader
Location
Oxfordshire
Salary
23k+flexi bens
Details:
Opportunity to join an Award Winning organisation delivering unparalleled customer service through a dedicated team of customer service professionals
As Team Leader you will be responsible for leading, coaching and developing a team of customer service staff in handling enquiries across a range of different access channels for either inbound or outbound activities.
You will be responsible for the delivery of the team’s performance against agreed targets and by identifying skills gaps for the team and individuals will take the required action to ensure that the team deliver and exceed our high service standards.
You will be expected to create and maintain a motivational environment in order to meet client and business objectives.
Key Responsibilities:
• To implement and manage a coaching culture within the team through ongoing coaching with all team members
• To ensure that the team is fully briefed on all campaign objectives
• To identify ongoing training and development requirements of all team members and liaise with Training as required.
• To clearly define monthly, weekly and daily qualitative and quantitative targets for teams and individuals
• To implement performance management programmes where staff fall below required levels in any job related areas to ensure optimum team and individual performance.
Key Skills / Experience required:
• Experience of managing a team of customer service agents within a contact centre environment
For more information, please contact Cactus Search today
Package:
Up to 23k + Flexible Benefits
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Call Center Job - Performance Coach
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Performance Coach
Location
North West
Salary
to 30k+excellent bonus
Details:
The purpose of this role will be to deliver customer sales through supporting the operational management team and to drive optimum performance management across all Business Unit activity; with key performance indicators to include sales quality and operational efficiency from sales increase through to customer contact.
The role holder will also be responsible for tactical development of performance management that will enhance performance levels across business areas.
Key Skills / Experience required:
• Significant operational experience gained in a results driven, commercial Contact Centre or Outsourced environment in a Quality Management, Training Design & Delivery or Performance Coach role
• In-depth knowledge of Operational business area, understanding trends, concepts and issues in a regulated Contact Centre
• Proven track record in creating, developing and managing performance improvement tools - such as Workshops, Benchmarking and Evaluation and Training
• Proven track record in managing successful quality and performance initiatives and understanding Contact Centre Advisor & Management behaviours
• Proven track record in a high-performance sales role, as well as delivering and monitoring sales performance and a proven ability to identify performance improvements in call handling, presentation and self and peer evaluation techniques through monitoring and coaching to success
• Previous experience in a fast paced Coaching / results driven Training environment
• To be able to work innovatively in an exceptionally fast-paced commercial environment, with a hunger for first time success
For more information, please contact Cactus Search today
Package:
To 30k + excellent bonus
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Service Delivery Planning Manager
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Job Title
Service Delivery Planning Manager
Location
Scotland
Salary
30-38k+bonus+bens
Details:
A company that has made changes in order to benefit and re-position themselves as a leader in their field, this is the very best time to be joining this business as they move forward as a force to be reckoned with. There is excellent earning potential and the opportunity to forge a long and successful career.
Key Skills / Experience required:
• Previous experience within a service delivery role within a contact centre environment having worked to service levels and KPI’s
• Experience of managing a team of service delivery analysts and successfully communicating with support services staff to include WFM and Resource planners
• Experience of developing process improvements which has in turn improved overall business performance
• Demonstrable experience of the management of a Service Delivery team
• Excellent numeric skills and an aptitude with numbers and complex data.
• Highly developed analytical skills
• Relationship building with internal and external customers
• Presentation and business report writing skills to highest standard
• Commercial awareness
As an experienced Service Delivery Manager you will have the following key responsibilities;
• Managing 2 Senior Service Delivery Analysts & 9 Service Delivery Analysts
• Ensure the monitoring of daily resource levels versus both the staff schedules and the actual demand to maximise performance and results.
• Act as point of contact for on the day decisions regarding staff allocation, off phone activity etc, always aiming to ensure best deployment of staff to meet demand and set KPI's
• Ensure that the WFM system is kept updated in real-time and that the latest forecasts and information is being used to drive on the day decisions
• Liaise with Resource Planning to resolve staffing allocation issues
• Ensure the monitoring of attendance and adherence and escalate issues to the operational management team for action
• Accurately document issues and results producing daily, weekly and monthly commentary on the performance of the team which are fed into the agreed reporting pack.
• Receive and respond to ad-hoc operational enquiries promptly and in an efficient and professional manner
• Work with colleagues to develop process improvements within the business
• Ensure the maintenance of staff details, performance reports and shift information on systems used in compliance with DPA
• Provide input into the pre-sales process
• Plan Service delivery coverage to provide optimal support using available resource.
• Develop the Service Delivery team competencies and objectives in line with business goals.
• Provide pre-sales support to the Business Development team
Package:
30 - 38k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Head of Customer Service
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Job Title
Head of Customer Service
Location
London
Salary
to £80k + bonus & bens
Details:
Based in London, you will be responsible for customer service throughout the business, in particular the smooth and effective running of the inbound multi-lingual contact centre.
Key Responsibilities:
• Ensure that the business remains customer-centric by listening to customers and studying all sources of customer feedback.
• Be the customer champion to ensure that customer issues are at the forefront of decision making and are resolved quickly.
• Lead a team of people within the most appropriate structure to ensure the delivery of world class customer service through a trained and engaged workforce.
• Oversee the generation of appropriate short and long term forecasts for telephone calls and other workload, to ensure optimum resource levels are maintained and outsource contracts are deployed in the most cost effective way.
• Maximise resources through the use of technology including responsibility for specifying how calls are routed through the network and ACD system
• Encourage a sales through service culture across the internal and outsource contact centres introducing initiatives to encourage cross and upselling.
• Set standards for the customer experience and set qualitative measures to demonstrate achievement.
Key Skills / Experience required:
• Passionate about delivering world class customer service delivered through well trained and engaged teams and continuous process improvement.
• Experience of encouraging telephone sales whether in an inbound environment through cross and up sell or targeted outbound calls.
• Strong process orientation and ability to create new and challenge existing strategies, policies and procedures to generate improvement
• Highly commercial, with experience of managing budgets and controlling expenditure.
• Strong personality with the ability to command respect at all levels and give customer service issues the credibility and gravitas essential to business success.
• Proven ability to manage change projects at all levels.
• Strong contact centre experience at managerial level, ideally gained from two different organisations one of which to be retail.
• Good working knowledge of German is desirable
Package:
to £80k + bonus & bens
If you feel suited for this role, register with Softigator for free and get the details.
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07.02.2010
Business Development Manager
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Job Title
Business Development Manager
Location
London
Salary
£60-70k + bens + Commission
Details:
Successful and growing outsourced contact centre with 600 + FTE over Customer Services and Sales campaigns with an impressive track record in delivering a high quality service to blue chip clients
Role Profile:
Responsible for strategically hunting for new business, from prospecting and identification of the opportunity to presentation of the proposal, through to securing the deal and managing the delivery of the solution. Must be (initially at least) based on site in London.
Key Responsibilities:
• Planning and scheduling value proposition development
• Identifying viable and valuable new business propositions to suit business targets
• Prospecting & converting business leads into sustainable business
• Sector targeting
• Prospecting
• Writing & delivering sales proposals and presentations
• Qualifying opportunities
• Designing commercial propositions with creative and high-quality layouts
• Networking
• Managing RFI and RFP responses
• Closing deals
• Managing ongoing key accounts & sustaining relationships to maximise revenue opportunities
• Working to the Sales Team’s annual targets for new business growth
• Developing relationships within the Operation to assist in the attainment of new business
• Establishing a win/loss review process on all prospects to develop continuous learning and improvement
Key Skills / Experience Required:
Current or recent experience of outsource call centre client attraction and acquisition.
Ability to negotiate complex solutions
N.B applications from candidates with no Contact Centre BPO Business Development experience cannot be considered for this role.
Package:
£60-70k + bens + Commission
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05.02.2010
Fluent German Speaking - Inside Tele-Sales Specialist; M4 Corridor
Salary: 50K OTE uncapped + Bens
Location: M4 Corridor; Berkshire
Job Spec:
Fluent German Speaking - Inside Tele-Sales Specialist; M4 Corridor; required to join a global leading IT Security Vendor to deliver strong new business and account management. You'll be focused on delivering new business through high quality outbound calls and manage inbound customer enquiries with proactive actions, decision making and closing. You'll be looking for a long term career sales prospects, high energy business hunter that wants to be rewarded for success. You'll have strong skills in b2b sales / telemarketing / business development or telesales, background in the security market, storage or networking verticals proven history of achievement and wins, strong verbal and written communication skills (Fluent English and German skills is essential) good technical knowledge and skill and a high level of passion and enthusiasm for a fast paced technology driven environment. HOT ROLE WITH A GLOBAL LEADER - APPLY NOW
---------------------------------------------------------
This job is URGENT - if you are interested please call Drew Percival on 020 7248 9596 or reply to this email with your CV.
Kind Regards,
Drew Percival
Manager / Principal Consultant
Evolution Recruitment Solutions Ltd
Tel: 020 7248 9596
drew.percival@evolutionjobs.co.uk
www.evolutionjobs.co.uk
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04.02.2010
Human Resources Partner
Siemens is an Equal Opportunity Employer encouraging diversity in the workplace.
The Human Resources Partner has responsibility for a population of employees within a specific line of business(es). The Human Resources Consultant provides advice and counsel and is responsible for the interpretation and implemention of HR policies and programs in an expanded geographic area.
-EMPLOYMENT LAW AND COMPLIANCE - possess a solid understanding of federal and appropriate state employment laws to include the ability to succesfully brief mangement and serve as a SME to ensure compliance for Discrimination, ADA/FMLA laws and processes, Harrasment/Hostitle Work Environment, Diversity, General Employment Law and HR Policy.
-ISSUE RESOLUTION - Lead Employee Relations investigations and make sound reccomendations for resolution. Serve as escalation point to assist managers in the resolution of employee issues. Be proactive in understanding issues that affect your areas of support and provide advice and counsel as appropriate.
-PERFORMANCE MANAGEMENT - Provide 'Performance and Behavioral Management' consultative services to mangagement team without coming between the important relationship between manager and employee. Ensure the performance mangement system is adding value to include performance feedback both formal and informal. Motivate and assist mangement to identify and address performance and behavioral issues in a timely and proper manner. Additional responsibilities include: Facilitate PMP (Performance Mgt Process) compliance, web tool proficiency, target setting and performance appraisal requirements by outlining, ensuring and communicating user access at every stage of the process which spans each FY quarter.
-Facilitate yearly PMP Roundtables; ensure high potential candidates are identified for each group throughout the year.
-Work to ensure development plans are formalized minimally for each high potential employee within area of support.
PROJECT MANAGEMENT- Development and execution of HR projects from beginning to end. Define project scope, goals and deliverables that support business goals in collaboration with stakeholders. Creates and executes project work plans and revises as appropriate to meet changing needs and requirements. Assists in identifying resources and assigns individual responsibilites. Manages day to day operational aspects of a project and scope. Minimizes exposure and risk on project. Will participate as working team member various HR tasks as part of the project plan.
-MANAGEMENT CONSULTING - Give advice and counsel to management including interpretation regarding HR programs, practices, policies and initiatives in addition to advice regarding general employee issues. Actively particpate in Managment Development Training as needed. Provide consult to management in the areas of: turnover reduction, proper orientation of new hires, appropriate staff promotions and development, utilization, performance feedback, recognition, proactive performance mangement and compensation. Challenge the 'status quo' and serve as a positive agent for new initiatives and change. Accomplish things through influence rather than control.
-COMMUNICATION - Own the implementation of key communications and delivering information in partnership with Senior Management customers in the geography or 'line of business' you support. Work with HR Operations partners regarding creation or change of HR policy, process or programs as needed. Escalate to HR Manager as appropriate
General Requirements Experience :
-5-10 years experience in human resources with a concentration in either: compensation and benefits, employee relations and employment law or training and organizational development
-3-6 years of professional level experience in a change-oriented environment
-2-4 years experience applying training and/or performance improvement methodologies preferred
PM experience within HR or IT outsourcing environment
Education :
- Bachelors degree in Business Administration, Human Resources Management, Organizational Development or a related field (or equivalent experience)
-Masters degree in Business Administration, Human Resources Management, Organizational Development or a related field preferred (or equivalent experience)
-Senior Professional in Human Resources (SPHR) certification preferred
Apply now
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04.02.2010
Technical Solution Consultant, Offshore Service - Developing and modeling operat
Siemens Wind Power A/S is a company in growth and a key factor for our increasing success is our staff of competent and professional employees. We continuously strive to strengthen our position, and we are therefore looking for bright minds eager to join a dynamic, international organization offering unique opportunities for its employees.
The Offshore Service Region is expanding and is facing exciting challenges in our regional head office in Brande as well as in our offshore countries. We are therefore looking for two well-experienced and committed Technical Solution Consultants to develop and model operational concepts for new wind farms.
Work Assignments
As a Technical Solution Consultant you will lead and manage wind farm development teams in the development of the operational concept for the assigned wind farms.
Your main responsibilities will cover:
• Developing and modeling operational concepts for new wind farms incl. financial modeling and operational risk management in line with offshore service strategy
• Representing operations in negotiation team
• Assessing competitors’ operational concepts and proposing potential redirections in our Service offshore strategy
• Liaising with Service sales department to reflect proposed operational concept in contract schedules and pricing
• Ad hoc projects in the area of service development and operational excellence
Travel activities of approx. 50 days can be expected.
Your Profile
You have an engineering or commercial degree at Master’s level and minimum 1-3 years of business experience. Additionally, you have profound experience within international working environments and you demonstrate strong moderation and communication skills as well as proficient consulting techniques. You have outstanding analytical skills, a strategic mindset and a structured and self-driven style of working. As a person, you are able to create an inspiring and motivating environment, you navigate easily through different cultures and you are a dedicated team player. Furthermore, you possess excellent English skills both orally and in writing.
Interested?
We offer exciting challenges and international career opportunities in an innovative, global company at the leading edge of green technology. Our working environment is open, inspiring and international, and we provide great potentials for personal and professional development.
For further information about the job content, please contact Kendra Rauschenberg on tel.: +45 9942 8562. Further questions can be directed at Recruiting Consultant Anette Neumann on tel.: +45 9942 8074. Apply online in English for the job on www.siemens.com/jobswindpower. Please note that we will reply by e-mail.
Deadline for Applications: 12 February, 2010
Apply online
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04.02.2010
Siemens Healthcare Customer Service Engineer Angiography/Radiography & Fluorosco
Working Partners/Contacts
- External: Client Representative, Hospital Directors, Bio-medicals
- Internal: MED CS ASM, MED CS USC, MED CS APPS, MED CS RSC, MED HSC,
Tasks
-Full cooperation with the UPTIME service center in terms of notification assignment, closing service visit on the scheduled time, informing the USC with any follow-up visit. Submitting of completed signed work orders on time.
-Ensure that all modality specific modification are completed well before the deadlines.
-Adopt think, act customer company policy whenever dealing with internal and external customers.
-Take ownership of reported customer problems.
-Ensure proper follow- up with USC, logistics, RSC/HSC till the problem is resolved.
-Ensure optimum spare parts consumption and return of spare parts oncommited time.
-Keep tools and test equipment in good condition and calibration up to date.
-Full coordination and support to the colleagues in terms of sharing knowledge, support over the phone and onsite when required.
-Support CS Sales to archive sales volume, and CCR
Education
Bachelors Degree in Electronic/Electrical Engineering and Medical products or above
Knowledge/Languages
Good in communication & customer focus, high level skill in communication.
Japanese preferable
English on read and write.
Experience
-3-5 years experience on Medical Equipment (AX or CT) maintenance and servicing, basic medical and basic anatomic knowledge
Capabilities
Initiative, fast learning, excellent communication skills, team player, Decision Maker, analytics, strong customer focus.
Apply now
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04.02.2010
Senior Application Specialist-ESP0000043D
Qualifications
To take your career to the next level, you are a motivated professional with expertise in various relevant areas. Your toolbox of skills includes SQL developer skills, knowledge of the extract, transform, and load (ETL) process, general business process management application (BPM) skills, and a good general understanding of accounting processes and standards. Knowledge of SAP Financials or SAP integration will be seen as an asset.
Success in this role calls for solid analyzing, leading and coaching skills, a proactive way of working, and a serving-with-excellence mindset. We will also value your customer-oriented attitude and ability to adapt to a constantly changing environment. In addition, you have strong analytic problem solving skills and you are comfortable working with virtual and remote teams. On top of this, we expect you to be flexible, capable of committing to agreed targets and accustomed to working under pressure.
Join a global company that can challenge you and encourage you to innovate. After all, our days are devoted to developing the potential of mobility. It's your world. At Nokia, you have an extraordinary opportunity to shape it. Our future is your creation.
Apply now
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04.02.2010
Localisation Games Tester
Principle purpose of job:
Quality assurance of assigned software product throughout QA test phase
Main Duties and responsibilities:
¿ Localisation testing
Test software once localised text has been implemented in-game.
Report all language bugs found during beta phase in a clear, concise and effective manner via the QA language database.
¿ File review/Correcting files
Proof-read and correct translations provided by external companies for software product.
Ensure that quality, accuracy and consistency is maintained throughout files/game/manual.
¿ Translation work
Occasionally provide in-house translations
Assist occasionally in the translation work for the packaging text for console and peripherals as well as for the Authorised Names for PlayStation components.
Core competencies:
¿ Good command of the English language, both orally and written
¿ Team orientated
¿ Detail conscious
¿ Flexible towards responsibilities and working hours
¿ Ability to cope under pressure and to work to tight deadlines
¿ Reliable
Skills, knowledge and experience:
¿ Competent games player
¿ Fluency (written and spoken) in one or more European languages
¿ Good knowledge of computer games across multiple platforms
¿ Working knowledge of MS Word and Excel
¿ Good knowledge of Sony TRC¿s (Authorised Names in particular)
¿ Basic understanding of the development cycle and constraints.
Apply now
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01.02.2010
Call Centre Job - Title Head of Planning
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Head of Planning
Location
London or Midlands
Salary
c70k + exceptional bonus + bens
Details:
Heading up a large, virtual team responsible for the delivery of Planning and Forecasting to a multi disciplined, multi site, geographically spread operational delivery model. This role engages with the Senior Operational Managers who represent each sire to ensure service delivery and revenue assurance. The role ensures the proactive management and co-ordination of the function and ensures that a premium service is delivered which includes internal benchmarking, the sharing of Best Practice and ultimately industry leading innovation.
The successful candidate will possess the following skills and experience.
• Experience of managing a complex planning function across multiple sites (minimum of 3) and specialisms.
• Experience of building the planning strategy for a multi-contact organisation would be greatly advantageous (sales, service, support and face to face contact etc)
• Experience of implementation of major RP systems and processes would also be advantageous as there is a great amount of change required in this role
• Exceptional people management skills and abilities in a complex, UKwide (and potentially offshore) business
• Experience if managing a RP division responsible for thousands of staff within a consumer related service and sales business
• Awareness and understanding of the contact centre industry best practice and the application of innovative change within the workplace.
• Must demonstrate, understand and comply with all legislative requirements including but not limited to FSA, CCA, DPA, OFCOM and OFGEM
This is a superb, high level Head of Planning role and requires someone at the top of their game.
Package:
c70k + exceptional bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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