Head of Resource Planning

Job Ref: DJPF1280
Job Title: Head of Resource Planning
Location Swindon, South West
Salary: Up to £85,000 + Car allowance + Excellent Bonus + Benefits
Employment Type: Permanent

We are currently recruiting for a Head of Resource Planning for an exciting brand based in Swindon. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Managing operational resource planning and scheduling for all areas of the business including contact centres, back office functions, billing and collections and complaints teams with a mix of inhouse and outsourced operations. The remit will cover long term, midterm and short-term planning as well as scheduling and intraday resource management.
• Driving a culture of continuous improvement and high performance where data driven insight informs decision making through collaboration across insight, change and operational teams.
• Manage operational performance for the Customer Service Centres by coordinating resources and skills to deliver key customer Performance Metrics.
• Measure the Real Time Teams contribution to overall service performance and articulate the benefits.
• Provide insight and analysis relating to performance drivers

If you are interested to apply:

• Experience in leading large Contact Centres planning and forecasting functions
• Previous leadership and relationship management experience
• Ability to influence at all levels
• Enhancing quality and depth of operational performance data to drive insight and informed decision making across operational areas.

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.

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 into any discussions or offer any assistance regarding sponsorship.

Programme Director

Job Ref: DJHC4282a
Job Title: Programme Director
Location: UK wide with travel
Salary: Up to £100k + car + bonus
Employment Type: Permanent

This is an opportunity for a proven senior programme executive to join an exciting well established and forward thinking business.

You must have significant experience specifically within programme management in order to be considered for this role!

Some of the duties will include:
• Delivering the turnaround of programmes of a high value of complex nature (£10m+)
• Shape new Programmes and re-shape existing ones, including setting up the programme structure, pulling in of resources and detailing skillsets required
• Direct and motivate the overall Programme team in order to deliver business outcomes to a consistently high standard, on time and within budget
• Remain commercially focused, liaising with the wider business to ensure the contractual position is always secure
• Think strategically as well as commercially for the benefit of long term client relationships
• Challenge the status quo and cope with unusual/non-standard problems and issues
• Recommend alternative options and approaches to all kinds of complex situations, presenting a ‘can do’ attitude
• Be a trusted advisor to internal and external stakeholders, having excellent coaching skills
• MSP qualifications or equivalent are essential

If you are interested to apply for this position then you will need proven experience as a senior programme executive, managing cross functional commercial and client relationships.

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.

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 into any discussions or offer any assistance regarding sponsorship.

Business Intelligence Analyst / Reporting Analyst

Job Ref: DJPF1277
Job Title: Business Intelligence Analyst / Reporting Analyst
Location Swindon, South West
Salary: Up to £30,000 + Benefits
Employment Type: Permanent

My client is looking for a Business Intelligence Analyst who will support the organisation in improving customer satisfaction. You will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Responsibilities include:
• Support in the identification of the underlying drivers of customer dissatisfaction and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future.
• Prepare insight from analysis on complex data to identify skill gaps or broken processes & procedures with recommendations for possible fixes.
• Work with the team to drive through improvements recommended as a result of insight analysis, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience and drive revenue enhancement opportunities
• Demonstrate an ability to influence peers and present findings and recommendations both formally and informally to drive action.

If you are interested to apply:
• Experience in collating information and data and delivering insight into with actionable plans.
• Strong analytical skills
• Problem solving.
• Experience of analytical applications such as Business Objects, SSRS, Power BI or similar.
• Experience of using SQL is desirable, although training will be provided.

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.

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 into any discussions or offer any assistance regarding sponsorship.

Solutions Architect (Contact Centre Solutions)

Job Ref: DJMA1824
Job Title: Solutions Architect (Contact Centre Solutions)
Location: UK Home Based.
Salary: £65-70k base
Job Type: Permanent

Bridging the gap between engineering and sales, the solutions architect is a critical position within the development of this ambitious software provider, that prides itself on the quality of their execution.

Managing the Technical Q&A with customers and prospects, the Solutions Architect will take the lead on strategy and architecture of the solution, scenario planning, design and workflow planning,
ensuring a successful deployment and customisation

The Solutions Architect will support the Pre and Post-Sales Support teams across the cloud platform for both their channel partners and enterprise clients.

You will need the ability and gravitas to work with a top-class engineering team and take a customer success approach and thinking to deliver a high-quality flawless execution.

This role will have a requirement to travel across the UK and internationally (3-4 times a month)

Previous experience of solutions architecture in a Contact Centre and or Unified Communications, Telephony/PBS environment will be required.

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.

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, 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.

Senior Head of Operations

Job Ref: DJHC4286
Job Title: Senior Head of Operations
Location: South West
Salary: Up to £120k OTE
Employment Type: Permanent

This is an exciting role with an award winning multi-channel operation! If you like to do things a bit differently, then please get in touch, this role may be for you.

The ideal candidate will have demonstrable experience of having significantly scaled up operations to meet highly demanding business growth.

My client is looking for an empowering Senior Head of Operations to lead, develop and scale their customer operations.

Responsibilities will include:
• Take responsibility of the customer function (300FTE) monitoring day to day activity and empowering the operational teams to be the best they can be
• Optimise customer experience via multi-channel customer communication
• Analyse data and create MI for use within the business
• Monitor customer satisfaction in order to improve overall customer experience
• Motivate the team in line with cultural values and company procedures
• Create a culture of Learning and Development across the operation
• Encourage innovation and collaboration, and look for ways to do things differently
• Prepare the operation for their next growth phase

In return for your hard work and commitment you will be rewarded with being able to work using your own initiative and autonomy within one of the UK’s most exciting brands.

If you would like to be considered for this role you will have experience across customer operations, ideally in a business to consumer environment. You will also have demonstrable experience of having scaled up operations to meet highly demanding business growth.

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.

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 into any discussions or offer any assistance regarding sponsorship.

Resource Planning Manager

Job Ref: DJPF1272
Job Title: Resource Planning Manager
Location: Dorset, South West
Salary: Up to £35,000 + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Manager who is responsible for leading a team of resource planners to deliver the operational plan ensuring SLAs and KPIs are achieved. If you are an experienced Resource Planning specialist with experience of leading a team and looking for a new and exciting role then is for you.

Some of the Responsibilities include:
• Manage and support a team of technical expert direct reports
• Stakeholder management at all levels including TL, Ops Managers, Site Heads, L&D, HR and Data teams
• Understand the Month Ahead plan, taking necessary actions to deliver the required resource profile to deliver results
• Own the Week Ahead process and statement, reviewing performance month to date and re-forecasting performance for the rest of the month, taking actions to optimise output
• Complete the monthly planning cycle through ownership of the Day Ahead and real time process to deliver service level and income
• Manage shrinkage thresholds, yearly/monthly/weekly/daily, to deliver required resource
• Manage real time call performance and delivery of agreed service levels, making resource changes to optimise call performance

If you are interested to apply:
• 3 years resource planning, scheduling and real time management experience with a proven track record in managing and optimising WFM systems.
• Line management and people development experience
• Full understanding of business targets with focus on delivering commercial results
• Intermediate Excel skills
• Excellent stakeholder engagement

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.

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 into any discussions or offer any assistance regarding sponsorship.

Contact Centre Operations Director/Head of Contact Centre

Job Ref: DJMA1817
Job Title: Contact Centre Operations Director/Head of Contact Centre
Location: Permanent relocation required to a large European city (non UK).
Salary: to Circa 100,000 EUROS negotiable dep on candidate and experience (base, bonus, benefits, small relocation package)
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 European City for a permanent role.

The position will lead a large team within contact centre operations, in a sales through service, retention, loyalty or service environment.
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. You will be used to managing a P&L 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.
The Head of Contact Centre will oversee client campaigns and have full relationship management responsibility, as well as owning the operational delivery, recruitment, onboarding, planning, process improvements etc to achieve SLA’s and KPI’s across sales and service for a multi disciplines, multi-lingual, multi-channel operation.

A senior leader you will have the gravitas, influence and operational, commercial experience to take full P&L responsibility, drive the strategic vision and own sales and service with many blue chip and award winning brands for UK, European and a global customer base. The role will include team leadership, development and performance, as well as being the primary point of contact for the external stakeholders on a strategic level.

If you are interested in applying for this position, you will need to have proven Head of Contact Centre/Account Director/Client Services Director level experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

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.

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, 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.

Head of Revenue Management (Director)

Job Ref: DJMA1813
Job Title: Head of Revenue Management (Director)
Location: Europe, (If permanent relocation is not possible, the role can be home based, however there will initially be a requirement to be on site in a European city, followed by at least twice a month.
Salary: to 75-85,000 EUROS (Possible flexibility dependant on candidate)
Job Type: Permanent
Fluent English is required.

This is a newly created opportunity for an experienced Head of Revenue Management to join this fast growth online, digital, global business and one of the fastest growing technology businesses in Europe.

As the Head of Revenue Management, you will be an experienced manager, as well as strategist as you take responsibility for defining the business targets, budget definition and action plan to drive future performance. You will build and lead a new team who will deliver effective budgets, planning and pricing strategies to continually enhance the business performance and achieve company objectives.
You will take full ownership of business targets and budget definition, working with senior stakeholders, the board of directors and external investors to present and communicate business case, strategy and achievements across this international business.

You will lead the P&L performance control (from the very top line to the net revenue margin) vs. the defined budget.

Identify and optimise pricing opportunities identified through tactical pricing actions.

If you would like to apply for this exciting position, you will be an experienced strategic leader within revenue management, who would like the opportunity to build and develop a brand new, best practice function and team for an exciting, challenging online disruptor. You will need excellent stakeholder relationships, with the gravitas and communication skills to operate across all levels’ investors, board, stakeholders and peers.

The company Head Office is based in a large city in Europe, if permanent relocation is not possible, the role can be home based, however there will be an initial requirement to be on site within the European head office for the first few month, followed by a requirement of visits at least twice a month.
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.

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, 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.

Programme Director

Job Ref: DJHC4282
Job Title: Programme Director
Location: UK wide with travel
Salary: Up to £100k + car + bonus
Employment Type: Permanent

This is an opportunity for a proven senior programme executive to join an exciting, well established and forward thinking business.

You must have 10 years’ experience specifically within programme management in order to be considered for this role!

Some of the duties will include:
• Delivering the turnaround of programmes of a high value of complex nature (£10m+)
• Shape new Programmes and re-shape existing ones, including setting up the programme structure, pulling in of resources and detailing skillsets required
• Direct and motivate the overall Programme team in order to deliver business outcomes to a consistently high standard, on time and within budget
• Remain commercially focused, liaising with the wider business to ensure the contractual position is always secure
• Think strategically as well as commercially for the benefit of long term client relationships
• Challenge the status quo and cope with unusual/non-standard problems and issues
• Recommend alternative options and approaches to all kinds of complex situations, presenting a ‘can do’ attitude
• Be a trusted advisor to internal and external stakeholders, having excellent coaching skills
• MSP qualifications or equivalent are essential

If you are interested to apply for this position then you will need proven experience as a senior programme executive, managing cross functional commercial and client relationships.

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.

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 into any discussions or offer any assistance regarding sponsorship.