Hays reports a continued demand for specialist contact management
skills
Released
on: April 28, 2009, 5:00 am
Author: Hays Plc
Industry: Human
Resources
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.
-ends-
Note
to Editor:
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.
Contact Details:
PR Contact:
Alexandra Tucker
Hays Plc
Charter House
13 - 15 Carteret Street
London
SW1H 9DJ
020 7222 8575
www.hays.com
2025
