Resource Planning Analyst

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Job Ref: DJPF1304
Job Title: Resource Planning Analyst
Location: North West
Salary: £25,000 – £30,000 (dependent on Experience)
Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will be responsible for end to end Resource Planning within a multi-channel contact centre operation.

You will work closely with the Resource Planning Manager to support the operations with end to end planning ensuring the right people are in the right place at the right time.

Responsibilities include:
• Produce accurate resourcing forecasts, management reports and analysis.
• Create resource plans including scheduling rotas and shift patterns and support the real-time operation of the department.
• Use workforce management tools to optimise resource planning and scheduling processes, to achieve service levels.
• Manage the production of departmental reporting requirements, including monthly department packs, daily / weekly reporting and/or dashboards.
• Producing clear and easy to understand reports that communicate complicated data analysis and findings to non-technical audiences.

If you are interested to apply:
• A good knowledge of contact centre metrics and their calculation.
• A good knowledge of WFM software and its application in contact centres.
• Strong interpersonal skills.
• Excellent written and verbal communication.
• Intermediate Excel skills (able to create macros, create pivot tables and apply common excel functions i.e. Vlookup, Index and Match etc.)
• Experience working in an environment that manages multiple channels and priorities.
• Experience working in a high-volume Contact Centre.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Continuous Improvement Manager/Continuous Improvement Lead (Lean Six Sigma)

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Job Ref: DJMA1831
Job Title: Continuous Improvement Manager/Continuous Improvement Lead (Lean Six Sigma)
Location: Permanent relocation required to an international location
Salary: £40-60,000 UK Equivalent (Paid in local currency) negotiable dep on candidate and experience, bonus, relocation assistance, benefits.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to an offshore location for a permanent role. Due to the relocation this large customer contact centre operation are looking for a Subject Matter Expert, a proven and experienced Continuous Improvement Manager, or Continuous Improvement Leader, with ideally a Lean Six Sigma certification.

The role will take responsibility for guiding and directing the process of addressing business challenges, clearly articulating business problems and opportunities, designing and presenting business solutions and following through to successful implementation, which realises defined objectives.

As the ‘go to’ across a large complex contact centre operation for business improvement, you will be able to work collaboratively with stakeholders to identify impact opportunities for improvements.
You will lead a team of business improvement and Business Intelligence Managers and Analysts who will be delivering multiple projects and change at any time.
Using an agile approach you will be able to develop actionable, targeted change management plans, including communication plans, sponsor roadmaps, stakeholder engagement strategies, coaching and training plans.
If you are interested in applying for this position, you will need to have proven within a lean six sigma continuous improvement capacity, leading and delivering continuous improvement programmes which realise significant business benefits within a contact centre environment.

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Contact Centre Operations Director/Managing Director Contact Centre

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Job Ref: DJMA1827
Job Title: Contact Centre Operations Director/Managing Director Contact Centre
Location: Permanent relocation required to an international coastal location
Salary: £100-120,000 UK Equivalent (Paid in local currency) negotiable dep on candidate and experience, up to 50% bonus, relocation assistance, benefits.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large international coastal location for a permanent, senior, strategic role within a large contact centre operation (1000 Plus FTE).

The role will be tasked with shaping the future of the operation by ensuring the delivery of an efficient and effective client experience through the delivery of consistently high-quality service delivery to customers.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams and grow and develop strategic level client partnership operations.

You will be used to managing a P&L, developing budgets and financial forecasts. Building and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

If you are interested in applying for this position, you will need to have proven experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity, ideally with an understanding of the telco industry.

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.