Customer Contact Jobs

Interactions Analytics Manager (insight manager)

London

£45,000

My client is looking for an interaction insight specialist to deliver actionable insight through robust analysis of customer interactions. The role will focus on speech analytics and contact centre operational analysis projects, experimenting with new analytics approaches and tools, and developing credible, actionable insight for the business. responsibilities Design and administer the configuration of Verint Speech/Desktop Analytics (SA) setup Demonstrate a proactive approach to improving customer outcomes by using data to create operational insight and enhance service delivery Provide regular ongoing analysis of customer interactions to provide insights on changes in performance and recommendations to arrest/improve trends Support stakeholders by providing robust analysis which can be incorporated into the customer journey mapping process to improve existing and create new customer journeys Undertake analytics work including data preparation, automated processing, manual call listening and analysis using the available tools Identify trends and insights appropriate for the operation’s objectives and extracting data to evidence these for operational reports Provide pro-active recommendations to improve people, customer and commercial success Regular engagement with Leadership to ensure key opportunities or risks within plans are fully understood and shared Participate in regular improvement reviews and planning, working to an agreed delivery timetable Undertake specific data collection, project scoping and requirements gathering exercises Strictly adhere to standards for data security in relation to customer data Support case study, scenario modelling and proposal preparation Prepare reporting material based on research, analysis and using industry best practice knowledge to report on findings and recommendations Create and populate dashboards with data from analytics projects Provide insight into call drivers and contents Propose changes to process to improve customer experience and efficiency Experience & Skills Excellent knowledge of interactions analytics tools or equivalent platforms Excellent Microsoft Excel skills Excellent experience of compelling report writing in Microsoft PowerPoint and Word Strong analytical thinking, with the ability to distil complex information into actionable insight Good written and spoken English with a careful eye for detail Great organisational skills, excellent ability to multitask and work to tight deadlines Exposure of working in complex contact centre environments, ideally in a data analysis/customer insight role Experience of conducting Root Cause Analysis exercises and defining business improvement initiatives with quantified business benefits Experience of building collaborative relationships with other Analysts and stakeholders on projects Experience of designing and building reports and presenting data through business dashboards Experience using data visualisation software tools, such as Tableau Experience of customer research and data collection

Operations Planning Specialist

London

£55,000

My client is looking for an Operations Planning Architect to provide long term resource plans and forecasts to achieve maximum cost efficiency and support service level attainment. Responsibilities Produce accurate mid and long-term workload forecasts and capacity plans to within agreed tolerances, explaining any planning variances to drive effective and focused improvements Seek feedback from business areas and actual performance data to inform and improve long term planning Ensure the Resource Planning processes deliver the most optimised plan and maximum benefit for each business area Ensure business drivers, assumptions and accurate data are collected, updated, agreed, revised and built into resource cycle Proactively deliver in-depth analysis to lead change and drive operational effectiveness and efficiency Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy Leveraging multi-variate and root cause analysis, extract insight to continuously improve the way we plan and operate Support stakeholders by translating complex data and ideas into non-technical language that can be easily understood. Skills and Experience Advanced Microsoft excel, Microsoft access and Microsoft PowerPoint skills – including the ability to create and understand complex formulae, link databases and create working MI Tools Excellent understanding of VBA programming Highly competent in writing VBA code including ability to understand and manipulate pre-programmed systems Understanding of programming languages ideally with experience of writing VBA code Proficient in data extraction and transformation ideally with MS SQLSRV, Oracle, AWS, and SAS Excellent communication skills and the ability to build strong relationships with stakeholders at all levels of the business Strong planning and workload management skills with the ability to prioritise and adapt to changing circumstances Highly numerate, with experience of gathering, interpreting and presenting complex information in a clear and concise format Problem solving skills Understanding of contact centre processes Understanding of operational key objectives Knowledge transfer skills Experience of planning across complex multiskilled sites including front and back office

Forecasting Specialist

London

£40,000

My client is looking for a Forecasting Specialist to provide accurate forecasted demand models for all channels, ensuring service levels are achieved. Role responsibilities Create forecast models supporting the operations Continually review demand volumes and resource availability to achieve an effective balance of service levels and resource effectiveness Creation of forecast reporting mechanisms to support performance narrative Provide forecasting support for the Operations change process and impact assessment where required Critique and sign off/accept budget/strategic planning assumptions for mid-term forecast Creation and reporting of forecasted performance metrics Create demand forecasts at weekly, daily and interval levels for agreed lines of business to agreed accuracy standards and agreed delivery schedule Provide continual improvement suggestions of forecasting techniques to improve forecasting accuracy Handover of accurate by queue and interval level forecasted demand to Mission Control teams to minimise the need for tactical adjustments. Skills and Experience Advanced skills in MS Office packages – specifically Excel and databases like Access & SQL. Knowledge of accepted forecasting practices and methodologies Previous experience in a multi-channel, multi skilled contact centre environment Experience of senior stakeholder management with key focus on the ability to condense and translate complex data into easily understandable formats for key decision making Track record of building complex demand forecasts via Excel/Access Previous experience interpreting a workforce management system (ideally Nice or Aspect) Previous experience using Avaya CMS Highly organised and committed with excellent communication and influencing skills Ability to thrive in a fast-moving targeted environment where priorities change frequently

Real Time Analyst

London

£32,000

Responsibility for on the day customer contact channel flows and queues, Agent activity within the agreed Mission Control planning window and service level attainment across all operational channels and functions. This role provides sets direction and approach for the Operations Service management activity on a day to day basis, providing operational updates throughout, coordinating remedial activity and ensuring that the business can provide the best customer service outcomes. Responsibilities During the Real-time planning window take proactive, on the day and real time decisions to balance customer demand types and maximise customer service outcomes Act as principle liaison between relevant business areas regarding service activity to maintain agree service level KPIs Responsibility for service activity reviews on an intraday, daily, weekly and week ahead basis Advise on service activity requirements and present recommendations to Senior Leaders, Functional Directors and Client Services Proactively communicate service performance and proactive activity to optimise to all stakeholders Proactively communicate technical info between wider Planning Team, Telephony architects and business stakeholders Monitor real time customer channel flows, administration queues and ancillary work flow queues Authorise direct contact with Agents to maximise service levels and provide feedback to Operations Team Managers Assess and optimise utilisation of Agent groups to balance capacity across all skills during periods of peak call demand Liaise with Planning Managers to ensure forecasting and scheduling assumptions are reflective of telephony activities Liaise with IT services where there is impact to telephony provision or systems issues Operate with a high degree of accuracy and responsible for ensuring team output is fit for purpose Skills & Experience Excellent communication skills and the ability to build strong relationships with stakeholders at all levels of the business Strong planning and workload management skills with the ability to prioritise and adapt to changing circumstances Numerate, with experience of gathering, interpreting and presenting complex information in a clear and concise format Problem solving skills Understanding of contact centre processes Understanding of operational key objectives

Workforce Manager (NICE) Specialist

London

£35,000

My client is looking for a WFM Specialist to support the Operations planning and performance through the strategy, design and control of the business’s NICE WFM platform. To support the performance of the Resource Planning function, ensure performance is in line with targets to support deliver of budget. Provide first line of contact for all WFM platform related queries and take first opportunity to resolve Complete a regular audit of WFM Tools and action any required changes Ensure configuration of WFM and associated tools are fit for purpose to meet business requirements Set action plans and work towards shared objectives with key stakeholders from across the business to improve performance Identify your key stakeholders and develop strong relationships in order to maximise working efficiency and ultimately deliver of objectives Contribute to a culture of continuous improvement, striving to achieve Production and maintenance of schedules ensuring best fit against operational demand Building and allocation of work patterns within NICE WFM Point of contact for operational queries relating to shifts and shrinkage Providing recommendations to operational areas for shift slides/swaps to ensure service levels are achieved Liaise with HR, create and maintain a single employee list Skills and Experience WFM Technology, specifically NICE and EEM Operational performance planning Forecasting demand Skills strategy Competent in Microsoft Office packages (Access, Excel, PowerPoint etc.) Previous experience in a multi-channel, multi skilled contact centre environment Experience of stakeholder management with key focus on the ability to condense and translate complex data into easily understandable formats for key decision making Previous experience interpreting a workforce management system (ideally NICE) Previous experience using Avaya call management system Highly organised and committed with excellent communication and influencing skills Ability to thrive in a fast-moving environment where priorities change frequently

Wealth & Asset Management Assistant Manager

London

£45,000 - £50,000

My client is looking for a Wealth & Asset Management Assistant Manager who can make a significant contribution to the Financial Services Operations and Customer Practice through Financial Services sector. You will help grow the Operations and Customer team, through support for business development activities, developing value propositions and playing a lead role in client engagement and assignment delivery. Responsibilities Build and maintain strong client relationships within the sector, proven Banking industry content and delivery capability. Provide business development support. Mentor and coach other members of the team. Develop and convert a pipeline of opportunities either through sell-on and/or new work. Proven ability to mentor, train and coach Consultants. Skills and Experience Financial Services Experience with significant programmes o operational change Strong understanding of FS industry, business processes and underlying technologies Prior experience in consulting or working on large scale, complex business and regulatory change programmes in the capacity of Project/Programme Manager

Client On-boarding Executive

Glasgow

£25,000 - £30,000

MERJE is looking to recruit a Client On boarding Executive to join our client based in Glasgow City Centre, with remote working in place until further notice. This role is a key permanent hire for the organisation, working Monday to Friday between 8:30am – 5:30pm and will join a thriving business who have traded well in 2020 despite the pandemic. The role will involve on boarding new clients to the business, firstly ensuring you have a thorough understanding of the client requirement and process, whilst building a robust, lasting relationship. You will be responsible for cascading the detail to the sales team with the smallest detail crucial to maximising the success of the campaign. You would need to become a trusted and reliable Account Manager for the relationship ongoing. In addition, you will produce and write all campaign specific written and digital material to the client’s satisfaction, again being the key liaison between client and sales team to ensure all details are communicated clearly and effectively across all parties. Further to this you will be expected to complete all administrative tasks relating to your campaigns, ensuring there is an efficient process in place, tweaking as necessary and where relevant creating a new process depending on the client needs. You will be a creative individual, confident communicating at all levels on both social media and verbally with great attention to detail. Ideally with a creative ability and passion for customer success and account management. This is a fast paced, varied role where you will play a key part in the ongoing growth of our client. It is essential you are enthusiastic, with a strong work ethic and put quality at the heart of what you do. This is a great new role for someone looking to further their career in Sales & Marketing, where you can work with the Senior Management Team to shape the future of your role. It is also possible that a bright, polished Graduate keen to take a great step on the career ladder will be given strong consideration for this opportunity. Please apply online today for more information. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities

Business to Business Sales Executive

Glasgow

£18,000 - £24,000 per annum plus excellent commission

Do you love a varied role, communicating with different clients every day? Are you looking for a role offering genuine career progression? Would you like to work towards an achievable, rewarding commission scheme? MERJE is looking to recruit dynamic Business to Business Sales Executives to join our client based in Glasgow City Centre, albeit the roles will be working from home for the time being. These roles are permanent, working Monday to Friday between 8:30am – 5:30pm and will join the successful, and long standing Sales and Marketing team of our client. The role will involve communicating with clients using all relevant methods of communication including phone, social media and email. You will be responsible for managing your own pipeline across multiple client accounts, effectively tracking your progress on each contact. You will be assigned a variety of different clients, therefore will need to have a tailored approach depending on the company and their specific needs. You will be mentored for the first couple of weeks and supported to ensure you are ready to go live, and be supported continuously throughout your tenure in the business. This is a great opportunity for excellent salespeople to develop their career in Sales & Marketing industry. What you will require is a strong work ethic, desire to exceed targets and provide a great level of service to your clients, excellent communication skills, both verbal and written, but above all a positive attitude with the ability to influence decision makers. This is a great role for someone looking to take their next step forward in a Sales role, where you can earn a fantastic commission over and above your basic salary with realistic career progression opportunities available. Please apply online today for an immediate interview. Location: Glasgow - Remote working until further notice Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.