Recruitment Vacancies - Converso

Converso Contact Centres are recruiting for exceptional people for the following roles:

Account Manager
Business Development
Executive Assistant
IT Technician
QC & Compliance Manager
Resource Planner_Forecasting Assistant
Team Manager - Sales

Account Manager

Role Purpose

Reporting directly to the Client Services Director your responsibility will be to manage assigned key accounts. You will need to have a clear understanding of client expectations, campaign results and the ability to seek new opportunities to increase revenue.

Knowledge & Experience

A strong background in liaising face to face with clients of senior management level is essential for this role. Ideally you will have worked for Blue Chip companies and have an understanding of call centre operations.

Qualifications

Educated to A Level or equivalent

Key Skills/Experience

• Experience of account managing and delivering projects
• Working within measured targets
• Experience of client facing meetings of senior management or director level
• Excellent organisational and time management skills and should be able to multi task, prioritise and plan their work
• Sound IT/numeracy skills, due to the fact that there will be reporting/analysis responsibilities as part of their role
• Superior oral and written communication skills: candidates to have had client-facing experience, as there will be a high-level client interaction
• A positive attitude and an ability to demonstrate skills in maintaining and developing both internal and external relationships with specific duties being tailored to project requirements
• Business Development acumen in order to support our objectives to increase revenue from our existing client base
• To analyse trends within the campaign and make suggestions for improvements
• Sound knowledge of Microsoft packages
• Enthusiastic
• Flexible approach and attitude to change
• Confident
• Professional
• Able to cope under pressure
• Positive
• Diplomatic
• Self Motivated

Location

Preferably living local to Southend On Sea

Please e-mail your CV to lisab@converso.co.uk

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Business Development

Role Purpose

To develop major leads and new business from Corporates/Blue Chips/ Government Departments (minimum 500k turnover) to facilitate the future growth of Converso both in the UK and in our offshore operations in South Africa & India.

Knowledge & Experience

Extensive experience and evidence of selling “High Value” services to Corporates. A proven track record of pitching, presenting and securing “big ticket” deals and specific experience of completing complex tender documents. Actual knowledge and experience of the outsourcing market within the Contact Centre/BPO sector will be a distinct advantage.

Qualifications

Educated to degree level or equivalent.

Skills/Aptitudes

The ideal candidate must be highly articulate and possess first class interpersonal skills. They must have the ability to quickly establish credibility and/or make an impact and have well-honed skills to persuade influence and negotiate high value contracts. Good organisational and strong time management skills are essential to the role, along with a high degree of commitment.

Personal Qualities

• Probity and Integrity
• Drive, determination, flair and imagination
• Liveliness and a sense of humour
• Flexibility
• Ability to work under pressure to achieve deadlines
• Open and accessible style
• Ability to think outside the box

Location

Preferably living local to Southend On Sea.

Please e-mail your CV to lisab@converso.co.uk

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Executive Assistant

Role Purpose

Reporting directly to the Managing Director, your role will be to support both the MD and the Senior Management team on the further implementation of our business plan of growth and development in the company.

Knowledge & Experience

Experience of assisting at Director or equivalent level with exposure to diary management, travel arrangements including local, national and international is essential. An understanding of a call centre environment would be advantageous as a well as having experience in analysing management information and reports.

Qualifications

Educated to degree level or equivalent with areas of interest being Business Management or Marketing Management.

Skills/Aptitudes

The ideal candidate must be highly articulate and possess first class interpersonal skills. They will be required to liaise with all levels of management including minute taking of meetings and the distribution and collation of actions agreed.

Good organisational and strong time management skills are essential to the role, along with a high degree of commitment.

Personal Qualities

• Outgoing
• Confident
• Persuasive yet diplomatic
• Ability to work under pressure and to tight deadlines
• Pragmatic
• Methodical
• Positive attitude
• Flexible approach

Location

Preferably living local to Southend On Sea but may be required to travel between Southend and London offices

Please e-mail your CV to lisab@converso.co.uk

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IT Technician

Role Purpose:

Reporting directly to the IT Manager, your role will be to assist the IT Manager, the Dialler Manager and the Call Centre Manager in the daily running of the Converso IT systems to ensure 99.9% up time. This will include the management and upkeep of all servers, script writing for both inbound and outbound and all other ad-hoc hardware maintenance.

Knowledge & Experience

Previous experience of working within an IT function is essential and ideally within a call centre environment. Duties will range from the everyday maintenance of hardware to supporting the IT Manager and the current IT team to support and service the Call Centre in both Inbound and Outbound systems.

Qualifications

Educated to degree standards or equivalent

Skills/Aptitudes

The ideal candidate will have/be:

• Microsoft Certified Service Engineer (MCSE) qualified ideally
• Minimum 1 years experience within an IT function
• Server 2003 network infrastructure
• A previous call centre background would be advantageous
• Ability to work independently with efficiency and accuracy
• An understanding of SQL would be advantageous
• Touchstar, Altitude, Avaya experience would be ideal

Personal Qualities

• Flexible approach and attitude to change
• Confident and outgoing
• Methodical
• Able to cope under pressure and to tight deadlines
• Positive and Optimistic
• Self Motivated

Location

Preferably living local to Southend On Sea

Please e-mail your CV to lisab@converso.co.uk

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QC & Compliance Manager

Role Purpose

Reporting to the MD, you will be responsible for running the existing QC team ensuring consistency and accuracy in all aspects of compliance across all campaigns and working in line with the overall company strategy.

Liaising with internal departmental heads, you will need to build strong working relationships and demonstrate integrity and credibility as you will be required to communicate openly and honestly between regulatory bodies and the company.

Knowledge & Experience

This role is very closely aligned to and focuses on the business and business performance and processes. It is a hands on role which requires extensive business and commercial understanding and experience, but not limited to, industry specific FSA rules and guidance and ISO 9001-2000 implementation and auditing procedures.

Qualifications

Educated to degree level or equivalent.

Skills/Aptitudes

The ideal candidate must be highly articulate and possess first class interpersonal skills. They must have the ability to identify and address areas of compliance and quality that are regulated by the FSA within a call centre industry. Good organisational and strong time management skills are essential to the role, along with a high degree of commitment.

Personal Qualities

• Probity and Integrity
• Confident
• Assertive
• Able to cope under pressure
• Optimistic
• Flexible
• Diplomatic
• Self Motivated

Location

Preferably living local to Southend On Sea.

Please e-mail your CV to lisab@converso.co.uk

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Resource Planning/Forecasting Assistant

Role Purpose

Reporting to the Call Centre Manager, you will be working to provide resource forecasting and Management Information reporting to help understand the company’s requirements, trends, monthly statistics, financial controls, forecasted call volumes and resourcing requirements

Knowledge & Experience

Experience within a call centre environment is essential for this role as an understanding of forecasting and resourcing is paramount. Advanced working knowledge of Excel spreadsheets for producing short and long term forecasts

Qualifications

Educated to ‘A’ level or equivalent.

Skills/Aptitudes

The ideal candidate must have highly developed communication and interpersonal skills as the position entails senior management contact and the ability to convey Management Information to enable effective call centre and workforce management

They must have the ability to quickly establish call centre needs and liaise accordingly with local recruitment agencies. Good organisational and strong time management skills are essential to the role, along with a high degree of commitment.

Personal Qualities

• Influential committed team and motivational player
• Confident
• Assertive
• Able to cope under pressure
• Optimistic
• Flexible
• Diplomatic
• Self Motivated

Location

Preferably living local to Southend On Sea.

Please e-mail your CV to lisab@converso.co.uk

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Team Manager – Sales

Role Purpose

Reporting directly to the Call Centre Manager you will be responsible for a team varying between 6-15 FTE with our Outbound team. Your role will be to drive the team to meet and exceed targets based on client expectations, ensuring that sales are compliant and of excellent quality.

Knowledge & Experience

A strong sales background is essential to this role as you will need to have had experience in leading and managing a team to successfully meet targets as dictated by clients. A confident communicator who has had experience in dealing with clients both face to face and over the phone from the initial set up to ongoing updates would be advantageous. You will be confident in your environment and have the ability to motivate your team through a series of 1:1 coaching sessions and team briefings to ensure quality and consistency in the results achieved.

Qualifications

Educated to A Level or equivalent

Skills/Aptitudes

The ideal candidate must be articulate and possess first class interpersonal skills. They must have the ability to quickly identify the trends of both campaign results and team/individual performance, providing a solution that will achieve client expectations. Good organisational and strong time management skills are essential to the role, along with a high degree of commitment.

Personal Qualities

• Energetic and enthusiastic
• Flexible approach and attitude to change
• Confident and outgoing
• Methodical
• Able to cope under pressure and to tight deadlines
• Positive and Optimistic
• Diplomatic
• Self Motivated and able to motivate and inspire others – a role model

Location

Preferably living local to Southend On Sea

Please e-mail your CV to lisab@converso.co.uk

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