Resource Planning Analyst

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.

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 and Reporting Analyst

Job Ref: DJPF1299
Job Title: Resource Planning and Reporting Analyst
Location: Essex, South East
Salary: Up to £27,500 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning and Reporting Analyst to assist the Planning Manager with the end to end Resource Planning for their Customer Operations Department.

Responsibilities include:
• Produce accurate resourcing forecasts, management reports and analysis.
• Create resource plans including scheduling rotas and shift patterns and supporting the real-time operation of the department.
• Use workforce management tools to optimise resource planning and scheduling processes, to achieve our 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:
• Resource Planning experience within a Contact Centre Environment
• Advanced Excel skills with the ability to interpret, enhance and optimise Management Information reporting conducted via multiple Excel spreadsheets.
• Proven experience of working with Workforce Management systems to plan and forecasting contact centre resourcing needs.

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.

Claims Assessor/ Claims Handler

Job Ref: DJJM1260
Job Title: Claims Assessor/ Claims Handler
Location: Telford – Wolverhampton – Stoke on Trent – Stafford – Birmingham – Walsall
Salary: Up to £25k plus bens
Job Type: Permanent

We are looking to recruit a dedicated Claims Assessor to join the wider team within the Customer Service Support function. This vacancy represents an opportunity to join an established organisation within an ever-changing environment where you will discover the potential to perform and grow.
This is an excellent opportunity for a clear career path where there is development within the role, enabling progression through the relevant claims types and levels across all claims handled by the Technical Claims area.
The variation of the types of claims/ books of business means that this is a challenging but rewarding role which provides an opportunity to learn new and varied skills on a daily basis.
Competitive Salary & Benefits package, including 27 days’ holiday, pension and healthcare.

Key Responsibilities
• Delivering an outstanding service for our customers during one of the most difficult times in their lives.
• You will be responsible for managing your own health claims portfolio consisting of life, critical illness, income protection & pension claims.

Key Skills/Experience required
• Ability to build relationships with appropriate relevant parties.
• Excellent listening skills.
• Excellent call handling & interpersonal skills/influencing and negotiating skills.
• Good literacy skills.
• Ability to see the bigger picture.
• Analytically minded.
• Ability to remain composed and focus on the customer when under pressure.
• Customer empathy.

If you are interested in applying for this position, you will need a proven track record within Claims Assessment, you will need to have worked at an assessor level previously and experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst encouraging those around you to do the same will be key to this exciting role.

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 organizations, 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.

Team Leader / Team Manager (Contact Centre)

Job Ref: DJKG1314
Job Title: Team Leader / Team Manager (Contact Centre)
Location: Stoke-on-Trent
Salary: £28k (plus bonus and benefits)
Employment Type: Permanent (Shift Patterns)

This is a fantastic opportunity for an experienced Team Manager or Team Leader to join an innovative and forward-thinking digitally led organisation. The Team Manager or Team Leader will manage a team of up to 12 customer service agents.

This role requires you to be able to work closely with the Customer Service Manager and you will be responsible for delivering and monitoring the day to day responsibility of the team.

Responsibilities:
• Take ownership and responsibility for delivering exceptional customer service
• Review and analyse performance and KPI’s with relevant key stakeholders
• Develop the team focusing on key motivators to enhance the team and individual achievements and success
• Work collaboratively with all members of the team and the wider organisation

If you are interested in applying for this position, then you will need to have managed a team within a contact centre setting. They are looking for someone who is passionate about delivering exceptional customer service as well as being a strong influencer with a collaborate leadership style.

To apply for this position please forward a copy of your CV to us. 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 Planner

Job Ref: DJPF1293
Role: Resource Planner
Location: Warwick
Salary: £23,000
Employment Type: Permanent

My client is looking for a Scheduler to work within their operations support team. The successful candidate will be responsible for effectively scheduling the engineer’s diaries daily, including setting up and ordering parts for further visits when required. You will be working in a team of planners to ensure that all work is planned for effectively. This is a great opportunity for someone who has some planning experience and is looking for a new challenge in a company with great opportunities and career growth.

What experience do I need?
• You will have experience within a similar role as a planner or scheduler
• You will need to be able to demonstrate knowledge and experience of scheduling and planning applications
• You will be able to demonstrate previous experience within a production planning or work force scheduling role.
• Good PC skills, knowledge of Windows, Microsoft Word, Excel and Planning 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.