Specialist Contact Managers in Huge Demand: Hays Recruitment

In the current economic scenario when restructuring has become the order of the day, businesses like contact centers are increasingly focusing on process improvement and management of costs.

 

This trend in the industry fuels the demand for senior permanent and interim managers with specialist skills within contact centers and the trend is set to continue throughout 2009, according to Hays Recruitment.

Individuals who can demonstrate significant business re-engineering and change management experience are in huge demand, says Lorna Shakespeare, senior manager at Hays Contact Centers.

 

Companies will recruit more within their support functions, where the demand for resource planning and forecasting jobs for senior managers remains steady. Hays reports that call center employers will extend the recruitment process to performance management, workforce management, dialer management and MI management, all of which demand experienced professionals.

 

These jobs require special skill sets, and so are harder to source. However, they play an important role in improving efficiencies and reducing costs. Salaries for these support roles have remained pretty competitive, added Lorna Shakespeare.

 

In public sector, there are more opportunities for traditional call centre jobs, particularly for senior customer service manager and operational manager roles. Since these jobs require higher levels of managerial skills, professionals with private sector experience are mostly preferred. Those with experience in driving cost and efficiency savings are highly welcomed.

 

Hays Recruitment says that jobseekers looking for senior roles typically should have five years’ experience, along with strong technical knowledge of industry systems such as Total View, Blue Pumpkin and Avaya (News - Alert).

 

Hays Recruitment is a leading global specialist recruitment firm, with over 8,800 staff in 393 offices across 28 countries. It is also the largest publicly listed recruitment group in the UK. Last year, the company placed 80,000 people in permanent jobs, and around 300,000 into temporary assignments.