Tag Archives: customer service jobs

Careers, Employment, Employment Outsourcing, HR, HR Consulting, HR Services, Human Resources, Jobs, Recruitment

Continued Demand For Specialist Contact Management Skills Reports Hays

Hays Recruitment has reported that the current economic environment is likely to fuel further demand for senior contact centre jobs with the trend set to continue throughout 2009.

“As we see further company restructures, organisations will increasingly focus on process improvements and management of costs. Employers are looking for individuals who can demonstrate significant business re-engineering and change management experience,” said Lorna Shakespeare, senior manager at Hays Contact Centres.

Employers are looking to bolster recruitment within their support functions, where the demand for resource planning and forecasting jobs for senior managers remains steady. Other areas of focus for call centre employers include performance management, workforce management, dialler management and MI management, which is reflected in the demand for experienced professionals.

“These specialist skill sets are harder to source and all play a key role in improving efficiencies and reducing costs. Salaries for these support roles have remained pretty competitive,” continued Lorna Shakespeare.

Although jobseekers for senior roles will typically have five years’ experience, coupled with a strong technical knowledge of industry systems such as Total View, Blue Pumpkin and Avaya, organisations are also placing great emphasis on people management skills.

The public sector is creating opportunities for more traditional call centre jobs, particularly for senior customer service manager and operational manager roles. Jobseekers with previous private sector experience are a major plus for many organisations. “Skills are very transferable and the public sector welcomes applications from those with private sector backgrounds, particularly given that many of them will already have experience driving cost and efficiency savings. Salary and benefits packages are also enticing,” explained Lorna Shakespeare.

Applicants do, however, need to apply additional effort to make sure that their CVs are tailored to specific job requirements. Providing a detailed picture of their experience is imperative to emphasise suitability for the role.

However, as long as jobseekers maintain a positive and realistic outlook, applicants with the right set of technical and personal skills, particularly in the change and people management fields, can excel in the current marketplace as evidenced by the steady demand for interim and permanent contact centre jobs in both the public and private sectors.

Hays Contact Centres is part of Hays plc and specialises in contact centre jobs including customer service jobs and collections jobs. It is market leader in the UK and Australia, and one of the market leaders in Continental Europe. As on 30 June 2008, the Group employed 8,872 staff operating from 393 offices in 28 countries across 17 specialisms. For the year ended 30 June 2008, the Group had revenues of £2.5 billion, net fees of £786.8 million and operating profit before exceptional items of £253.8 million. The Group also placed around 80,000 candidates into permanent jobs and around 300,000 people into temporary assignments. The temporary placement business represented 49% of net fees and the permanent placement business represented 51% of net fees.

Via EPR Network
More Human Resources press releases

Careers, Employment, Human Resources, Jobs, Recruitment

Hays Highlights Office Managers Bringing Added Value To Business

Hays, specialist recruiter, has announced that although the market for senior office managers has slowed during the last quarter, opportunities still exist for suitably qualified applicants, particularly in the professional and public services sectors.

Competition for office manager jobs may have intensified in the current marketplace as the number of applicants per role has increased. “Market conditions are dictating salary levels and job volumes at present but demand still exists for the most highly skilled and experienced office managers,” said Geoff Collings, Regional Director at Hays Office Support.

Applicants need to be flexible, in terms of salary, location and industry sector. Employers are looking at their costs carefully but jobseekers can improve their chances of securing a role by looking outside their immediate industry sector. Geoff continued, “It is definitely worth considering smaller and medium sized enterprises, which may still be growing”.

Senior office managers with the broadest range of skills are best positioned to succeed in the current market, as employers can benefit f r o m the commercial experience that they can bring. “Those candidates who can demonstrate quantifiable examples of the value they bring to a business are sought after. Examples include procurement, tenders and contract negotiations, which can help save costs, drive efficiencies and impact profitability,” explained Geoff.

As firms look to restructure and merge roles, there is a requirement for individuals who have experience across a range of areas and office managers can fit the bill perfectly. Facilities management, procurement and contract management, secretarial management and first line IT support can all fall under the remit of the senior office manager.

Versatility is a major plus but employers are also looking for first class people management skills, people that can stay calm under pressure and are natural problem solvers. “Office managers need to think on their feet and be approachable, have excellent prioritisation skills and liaise with internal and external stakeholders alike,” Geoff emphasised.

While recruitment activity for senior office managers has slowed across the UK, there are some excellent opportunities for the right jobseekers. Continuing professional development and enhancing skills by taking on a range of responsibilities are important factors in the current climate. “We would urge all applicants to update their CVs and make sure they list all their relevant experience, as employers are being more selective in their hiring,” concluded Geoff.

About Hays Office Support

Hays Office Support is part of Hays plc, the leading global specialist recruitment group and specialises in a wide range of admin jobs including customer service jobs and data entry jobs. Hays is the market leader in the UK and Australia, and one of the market leaders in Continental Europe. As at 30 June 2008, the Group employed 8,872 staff operating f r o m 393 offices in 27 countries across 17 specialisms.

For the year ended 30 June 2008:

– the Group had revenues of £2.5 billion, net fees of £786.8 million and operating profit before exceptional items of £253.8 million; – the Group placed around 80,000 candidates into permanent jobs and around 300,000 people into temporary assignments; – the temporary placement business represented 49% of net fees and the permanent placement business represented 51% of net fees.

Via EPR Network
More Human Resources press releases