Resource Planning Analyst

Job Ref: DJPF32092
Job Title: Resource Planning Analyst
Location: Home Based with some travel to North West
Salary: up to £30,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Analyst to join a fast-paced and evolving business who are going through extensive change and innovation.
As a planning analyst you will be responsible for forecasting and Scheduling across a contact centre operation.

Working as part of the Planning team, you will be required to:
• Create and manage for monthly, weekly, daily and interval level forecasting for all departments
• Maximise the use of workforce management tool
• Administrate the workforce management tool and keep all relevant information up-to-date and accurate

You will ideally have:
• Understanding of Contact Centre dynamics
• Good working knowledge of planning principles and various methodologies like Erlang, Workload, Shrinkage etc
• Understanding of Contact Centre Metrics
• Strong Microsoft Office skills, particularly advanced in Microsoft Excel

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Head of Operational Excellence

Job Ref: DJKG32052
Job Title: Head of Operational Excellence
Location: Staffordshire/Midlands/Greater Manchester (office and remote working)
Salary: £60k to £70k (plus bonus and outstanding benefits)
Employment Type: Permanent

This role is for a leading, award-winning e-commerce organisation, that is looking to evolve the business to the next level, not only in the UK but globally. You will work collaboratively with Heads of Department across all operational teams with a focus on quality, efficiency and being a strong influencer for innovation and best practice to the team and key stakeholders.

Responsibilities will include:
• To create the vision and strategy for the Operational team working with the key stakeholders to develop a Centre of Excellence
• To be a key member of the senior leadership team in the office and remotely, driving a collaborative culture
• To continually challenge and provide thought leadership around strategy and delivery of operations
• To be responsible for the creations and production of KPI’s dashboards across the commercial unit and provide relevant insight to stakeholders

The ideal candidate will have experience in working in a senior level leadership role and have natural expertise, confidence, and gravitas to lead a team of operational experts for this global brand. You will need to have digital or e-commerce experience and ideally work within a regulatory environment. Knowledge of customer journey mapping is relevant for this role along with experience in developing and delivering self-service and AI (Artificial Intelligence) capabilities. If you are highly motivated with a passion for driving operational change at a senior level, then please get in touch.

To apply for this position please forward a copy of your CV to: or visit us at: 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.

Follow us on Twitter @callcentrejobs1

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 any discussions or offer any assistance regarding sponsorship.

This is not a job alert

You may have realised from the title but this is not a job alert….

We wanted to let you know that we are putting together various news and help articles which you can sign up for here



One of the articles we will be sharing is also one of the most popular questions and areas of advice we get asked on a daily basis.  What do you think about my CV, or any top tips on my CV?

We asked Nicola Callan, Career Coach from HR Boost for her thoughts and Nicola kindly wrote an article for Douglas Jackson and our community on Top Tips for CV writing.  If you follow the article and need a sounding board, then do let us know.  There is a short video, which can be viewed here.



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