Resource Planning Manager – Short-term Planning

Job Ref: DJPF1201
Job Title: Resource Planning Manager – Short-term Planning
Location South West
Salary: £60,000 Plus bonus of up to 20%, a car allowance, private healthcare and an excellent pension
Employment Type: Permanent

As Short-term Planning Manager you will lead a team of Specialist planners to deliver industry aligned best practice with a Planning function. Deputising to the Head of Resource Planning you will help to deliver Strategy to become an award-winning Planning Function.

Some of the Responsibilities include:
• Develop and maintain exceptional relationships with key stakeholders to ensure your functions are perceived in line with the high expectations placed upon them.
• Manage and support a scheduling team to deliver industry aligned best practice, ensuring optimisation of Demand & Supply across all supported areas.
Ensure that our WFM solution (Verint i360) is utilised at the highest level, providing challenge and support where required.
• Manage and support a Real Time Team that puts the customer at the heart the business, ensuring core metrics are delivered and utilisation of resources is professionally optimised.

If you are interested to apply:
• Contact Centre and Back Office Planning experience
• Excellent Planning Experience
• Real-time Management
• Workforce Management Tools

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 – Demand Planning

Job Ref: DJPF1200
Job Title: Resource Planning Manager – Demand Planning
Location South West
Salary: £60,000 Plus bonus of up to 20%, a car allowance, private healthcare and an excellent pension
Employment Type: Permanent

As Demand Planning Manager you will lead a team of Specialist planners to deliver industry aligned best practice with a Planning function. Deputising to the Head of Resource Planning you will help to deliver Strategy to become an award winning Planning Function.

Some of the Responsibilities include:
• Providing detailed resource plans
• Developing and maintaining exceptional relationships with key stakeholders
• Managing and supporting a forecasting team to deliver industry aligned best practice.
• Establishing yourself as a subject matter expert for the team.

If you are interested to apply:
• Contact Centre and Back Office Planning experience
• Excellent Forecasting Experience
• Workforce Management Tools
• Excel Experience

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 (BI) Manager

Job Ref: DJPF1199
Job Title: Business Intelligence (BI) Manager
Location South West
Salary: £60,000 Plus bonus of up to 20%, a car allowance, private healthcare and an excellent pension
Employment Type: Permanent

As Business Intelligence (BI) Manager you will lead a team of technical analysts to provide hands-on guidance and expert advice in the design, development, integration and production support of transformative customer experience BI solutions. You will be a major part in building an innovative industry leading insight and analytics capability which will drive the business to provide a brilliant customer experience.

Some of the Responsibilities include:
• Lead the agenda on customer experience analytical transformation and be seen as a key stakeholder in any discussion surrounding data strategy across the group.
• Drive the acceptance of a master customer set of data and its use across the estate.
• Engage with business and technology leaders to understand business strategy.
• Work synonymously with other Analytical and Data Managers to develop best in class solutions that drive the business forward in a safe, secure and cost effective manner.

If you are interested to apply:
• SQL Development
• Power BI or similar BI Tool
• Database Management
• Data Analysis and Data modelling tools
• SSAS and SSRS
• Excellent Communication Skills

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 Manager/Client Delivery Manager

Job Ref: DJMA1759
Job Title: Contact Centre Manager/Client Delivery Manager
Location: Barcelona
Salary: Circa 40,000 EUROS (base and bonus) plus relocation assistance and benefits

Hola……We have a fabulous opportunity for an experienced Contact Centre Manager from the UK to relocate to Barcelona; for sun, sangria, a vibrant cosmopolitan city where nothing is far away. Working for an award winning international organisation, who strives for a reward, recognition culture, which delivers great employee engagement and customer service delivery for their customers.

The position will have full responsibility for an inbound sale through service campaign to include team leadership, development and performance, as well as being the primary point of contact for the customer. The successful candidate will also prepare and present monthly and quarterly reports to internal and external stakeholders.

An overview of the role and responsibilities are below:

Converting enquiries in to sales, where every sale counts and the lead the team to meet sales targets.
Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed.
To provide executive summaries and provide appropriate recommendations to clients based on KPI’s and Trends.
Hands on management and accountability for operational delivery through Operations Managers, Team Managers and Real Time analysts.
To monitor and control budgets, driving sales and profit targets are met.
To be able to forecast Sales, Gross Profit and People’s cost figures on a monthly / quarterly / yearly basis
Deliver Profit & Loss summary on a weekly basis to BUD/OD
Take ownership for own continuous personal development, undertaking relevant training as and when appropriate.

If you are interested in applying for this position, you will need to have proven contact centre management, or client service management experience, within a sale through service environment. You will be able to work in a performance focussed environment and get the best from your team and stakeholders.

If you are interested in applying for this position, you will need to have worked in a customer service environment in a senior and strategic role, where you have a proven track record in driving customer experience improvements. Have excellent communication and stakeholder skills.

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.

Legal Advisor

Ref: DJRL1003a
Role: Legal Advisor
Location: Wiltshire
Salary: Competitive Salary + Benefits including 27 days holiday, flexi working, pension

Our client is a leading Housing Association based in Wiltshire. They are currently looking to recruit a Legal Advisor to provide and manage legal advice. You will be supporting all areas of the organisation in all matters concerning land ownership, acquisition, disposal and land / property management, safeguarding and protecting the companies’ interests. You will manage and administer the Housing Association’s property interests including licenses, wayleaves, easements etc. You will also co-ordinate and deliver the right to buy/right to acquire shared ownership and leaseholder services.

As the Legal Advisor you will act as first point of contact across the group for all legal matters relating to land ownership and promptly answer all queries, detailing all options available and providing advice on preferred way forward.

The successful candidate will be:
• A qualified Legal Executive or Solicitor.
• Experienced and hold at least one year PQE.
• Experienced in drafting legal documents including: licenses, easements, leases, section 20 notices, deeds of covenant, deeds of release, witness statements, deeds of indemnity, statutory declarations and all other legal agreements.

In return, the company will offer a competitive salary and benefits including 27 days holiday, flexible working and pension.

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.

Team Manager – Contact Centre

Ref: DJAD1053
Role: Team Manager – Contact Centre
Location: Bristol
Salary: £32,000 + bonus

A market leading service organisation are currently looking to recruit experienced Team Managers to lead a team of multi skilled specialists in their Sales & Service Contact Centre.

Your team will work across inbound and outbound channels in order to achieve exceptional levels of performance and behaviours.

Displaying role model behaviours, you will need to develop the leadership abilities of Senior Agents to support their talent progression, while actively contributing to the ongoing career progression of the whole team and centre.

Role purpose

Outcomes –
• Contribute towards the design and implementation of the department plan and achieve the budgets for acquiring and retaining customers, revenue and discounting
• Implement high standards of operational performance and achieve the budgets for Shrinkage and Average Handling Time
• Ensure the management of individuals operational performance in order to meet the agreed commercial budgets and standards of quality for customer service and compliance
• Set individuals personal objectives and manage standards of performance, implementing HR policies and procedures including performance capability, attendance and conduct

Key responsibilities – People
• Challenge individuals to achieve their best through exceptional levels of performance, ensuring you are effectively coaching and developing your team to deliver performance improvements.
• Lead a results and people focused culture through visibly driving performance whilst coaching individuals/teams
• Support and develop team members through the career progression framework and effective PDP conversations and rectify individual`s underperformance through agreed HR policies
• Positively influence attrition to ensure we retain the right skills and performance

Key responsibilities – Quality
• Ensure products are sold in a compliant manner, and that we `treat customers fairly` in all our activities

Key responsibilities – Money
• Support and deliver continuous improvement procedures/projects across the Contact Centre

Skills, Knowledge and qualifications
• Experience of leading teams in a multi-functional, fast paced Contact Centre across both inbound and outbound to achieve business performance targets across a multi-product portfolio and metrics
• Ability to communicate effectively with all levels of stakeholders
• Good working knowledge of regulatory and compliance procedure
• Commitment to improve leadership capability through completion of Team Manager Apprenticeship L3

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.

Head of Contact Centre

Job Ref: DJKG1230
Job Title: Head of Contact Centre
Location: Swansea
Salary: £80k to £95k (plus car and benefits)

This is a fantastic opportunity for an experienced Head of Contact Centre who has implemented change, ensuring SLA’s are achieved whilst working in a fast -paced and energetic environment.

The Role
You will report to the Director of Contact Centres with the main responsibility being to lead and manage the inhouse and offshore contact centres, working in partnership with key stakeholders to optimise resources and customer service delivery.

• Working closely with the resource planning team
• Ensuring strong employee engagement minimising staff turnover
• Develop and deploy the future customer service strategy delivering a continuous customer experience
• Working with internal and external stakeholders
• To drive customer strategy and change

The Candidate
My client is looking an experienced Head of Contact Centre who has a proven track record in leading and implementing transformation change and customer strategy whilst maintaining customer engagement and SLA’s. You must have experience working in a fast-paced environment and able to manage a large and fluctuating contact centre head count. You must be able to make regular trips to their other offices.

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.