Resource Planning Analyst – Change Projects

Job Ref: DJAD1074
Job Title: Resource Planning Analyst – Change Projects
Location Warrington
Salary: £33,000
Employment Type: Permanent

A household brand is looking for a talented Change Planning Analyst to join the team based within the contact centre environment.
You will be responsible for supporting project-based contact centre change plans, what-if analysis, budget rounds, and any other ad-hoc planning/analysis work required.

Responsibilities include:
• Executing the demand assessment across the business, ensuring the delivery of medium work load projections, resource gap and recruitment.
• Support with the standardisation the impact assessment process across all brands
• Maintain a high-level view of all project deliverables making recommendations for any changes to deadlines based on other projects in flight
• Build solid relationships with the Change and CI teams to ensure that impacts assessment and benefits realisation discussions are productive.
• Ensure a robust handover process to the Business Planning team for any BAU handover of projects.
• Develop strong relationships with all marketing teams across all brands to ensure that all marketing activities are impact assessed and reviewed with the marketing team for future campaigns.

If you are interested to apply you will be:
• Numerate and analytical, developed a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations.
• Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures.
• Experience of building, presenting, and defending multi-million-pound budgets is essential
• Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
• Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics.
• Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

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.

Trainee Territory Manager

Job Ref: DJRL1039
Role: Trainee Territory Manager
Location: South Yorkshire, Yorkshire, North
Salary: Circa £30,000 + benefits
Job Type: Permanent

This is a great opportunity for a Trainee Territory Manager to join a premier global organisation. This international leading company are looking for someone in the early part of their career to join and grow with them. This is an outstanding opportunity to progress from a Trainee Territory Manager to a Territory Manager with key accounts within 12 months. You will be given hands on learning and will shadow a Senior Territory Manager for the first 9 months.

You must be graduate with ideally 1-2 years sales experience. The ideal Trainee Territory Manager will be adventurous and mobile with the flexibility to relocate when needed. You will have a track record of setting your own goals and then meeting or beating them. You will thrive on relationships and have a natural curiosity about everyone you meet.

Essential Requirements
• Highly professional and well organised and have excellent communication skills.
• A self starter
• Excellent at building relationships
• A minimum of 12 months sales experience
• Degree Educated

In return you will receive a competitive salary, paid overtime & comprehensive benefits. You will receive ongoing sales training and professional development. You will be put on a tuition reimbursement program.

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.

Client Onboarding Team Leader/Team Manager

Reference – DJJM1194
Job Title: Client Onboarding Team Leader/Team Manager
Location: London – Greater London – South East
Salary: £35,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.
The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within Client Onboarding, you will work with the senior
customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Onboarding Agents to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as an Onboarding Team Leader/Team Manager, working with a team of Onboarding advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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: DJPF1238
Job Title: Resource Planning Manager
Location Leeds, Yorkshire
Salary: £34,700
Employment Type: Permanent

My client is looking for a Resource Planning Manager to manage the End to end Planning process for their contact centre. You will take ownership of the strategy, development and long-term success of the resource planning function which consists of carrying out tasks such as planning the effective utilisation of the workforce, forecasting, scheduling and real-time on multi-channels i.e. Voice, Email, Online Contact, Live Chat, SMS.

The role holder will also have responsibility for the production and delivery of management information. Being able to deliver actionable insights so the department can continually improve. This role is an excellent opportunity for someone who is looking to take a step up into a management role within a Planning capability.

Some of the Responsibilities include:
• Provide accurate forecasting of both multi-channel workloads and resource requirements
• Accurately planning and communication of all shift patterns for customer service resource
• Provide recommendations and solutions for ongoing improvements to workforce overall shift pattern structure
• Provide accurate forecasting for recruitment requirements in relation to numbers, timing and shift patterns
• Planning and managing resources to effectively meet the needs of the business
• Provide accurate and timely business and performance reports for both internal and external customers
• Communicate information effectively and in a timely manner to all areas and levels within the business
• Preparation of daily, weekly and monthly reports and analysis comparing actual performance to the forecast and providing recommendations to improve accuracy of future forecasts
• Work closely with the Operations Manager and Team Leaders to ensure appropriate staffing levels are met and identify ‘what if’ planning and analysis opportunities to drive operational efficiencies
• Ensure shrinkage measures are kept up to date and real time in conjunction with Team Leader
• Research and develop new performance monitoring and analytical techniques
• Management of leave requests and allowances ensuring service levels are met

If you are interested to apply:
• Strong experience in fast paced Contact Centre environment delivering effective resource planning
• An in-depth understanding of manual forecasting methods and formulas.
• Strong communication, collaboration and influencing skills to work at all levels
• Good level of skill with all Microsoft packages with Advanced level skills in Excel

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.

Management Information Analyst / MI Analyst

Job Ref: DJPF1237
Job Title: Management Information Analyst / MI Analyst
Location Central London
Salary: £32,000
Employment Type: Permanent

My Client is looking for an experienced MI Analyst to provide meaningful insight for their customer operations teams. You will be responsible for the development of reports and providing meaningful insight to operational teams to ensure the best decisions are made.

Some of the Responsibilities include:
• Experience of building reporting suites within an operational business.
• Develop reports in line with business requirements.
• Delivery of all reporting activities to agreed timescales and quality.
• Contribute to enhancing existing reports to increase efficiency and effectiveness.
• Help to build analytical capability within the team.
• Produce analysis and make recommendations to management.
• Provide meaningful insight to operations teams.
• Work with other business areas through data gathering and analysis.
• Share MI best practice across all contacts.
• Provide guidance on all MI related matters.

If you are interested to apply:
• Highly numerate and IT literate, with a genuine passion for data.
• Strong Excel skills.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Analytical experience essential.
• Experience in using SAS and SQL to extract data and build reports.
• Zendesk experience or similar Contact Management system experience is desirable.
• Complex problem-solving skills.
• Strong ability to extract, manipulate and present data into reports.
• Ability to interpret data and make recommendations to management.

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 / Team Manager

Ref: DJKG1259
Job Title: Contact Centre Manager / Team Manager
Location: Coventry/Nuneaton/ Tamworth
Salary/OTE: £35k
Employment Type: Permanent

This is a fantastic opportunity for an experienced Contact Centre Manager or Team Manager to work for a retail company.
This is an established company and a sales and service role within their contact centre. You will report into the Operations Manager and have Team Leaders that will report directly to you.
The main remit of this role is to support the Operations Manager and ensure the highest level of service against agreed KPI’s aiming to meet and exceed customer expectations.

As the Contact Centre Manager / Team Manager some of your responsibility will be to:
• Manage the customer service and sales team leaders
• Act as first line escalation on customer issues and complaints
• Manage the activities of the team ensuring policies and procedures are followed
• Inspire, motivate and develop the team

If you are interested in applying for this position, you will need to be an established Contact Centre Manager or Team Manager who is managing a sales and service team. Previous experience in retail or the online industry is an advantage for this fast-paced environment.

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.

Customer Relations Manager – Complaints Manager – Customer Resolutions Manager

Job Ref: DJJM1191
Job Title: Customer Relations Manager – Complaints Manager – Customer Resolutions Manager
Location: London – Greater London – South East
Salary: £35,000-40,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Resolutions Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer resolution operation.

The Complaints Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Complaints Manager, you will work with the customer experience manager to better understand the root cause of complaints and identify pre-emptive solutions to fix the process and develop best practice, driving a positive and efficient complaints process.

You will take full ownership and responsibility for the end to end process of escalated complaints and be the key contact with the regulator, resolving and complying with the regulated guidelines, you will suggest improvements within processes, dealing with escalated complaints nurturing, coaching and developing a skill for colleagues on how best to deal with complaints prior to escalation to reduce the level of escalated complaints.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Full ownership of the end to end process of escalated complaints
• Review and enhance polices and procedures within the complaints department
• Positively influence and contribute to the team culture
• Provide exceptional customer service via phone, email, live chat and social media
• Work closely with customer experience to review root cause analysis and suggest improvements
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Complaints Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and 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 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.

Client Onboarding Consultant

Job Ref: DJJM1187
Job Title: Client Onboarding Consultant
Location: London – Greater London – South East
Salary: £35,000 – 38,000 plus bens
Job Type: Permanent

An opportunity for an experienced Client Onboarding consultant to take responsibility for the end to end process, looking at continuous improvement and identifying trends and unusual activity, liaising and managing key stakeholders where appropriate.

The Client Onboarding Consultant will be responsible for Onboarding new clients, sharing technical expertise, advice and guidance with the onboarding team, reviewing and assessing the risk of new client applications which have been escalated by the onboarding team, looking at continuous improvement of internal procedures and policies. Overseeing the identification of high risk applications including PEP’s.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Client Onboarding Consultant, you will work within the B2B part of the business working closely with SME businesses as well as heads of department and other senior customer management team to identify and develop best practice.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:
• Risk assessment of new applications, taking and uncovering information and documentation
• Conducting Due diligence using methods and practise such as CIFAS and SIRA.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalated issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Client Onboarding, you will need to have a professional qualification in KYC, KYB or AML. Experience within a regulated environment is essential, however the ability to think differently, challenge the status quo and 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 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.

Market Insight Analyst / Competitor Research Analyst

Job Ref: DJAD1072
Job Title: Market Insight Analyst / Competitor Research Analyst
Location: London, South East
Salary: £35k
Employment Type: Permanent

A thriving and transforming business have a new position for a Competitor Analyst with essential Market Research experience to join their Customer Strategy team. This new role is being created to enable the business to build and identify market, competitor and consumer trends to prioritise growth opportunities and mitigate business risk. If you’ve got the relevant Market Analyst experience, this role could be for you!

On a day to day basis the role will involve:
• Compiling and analysing multiple sources of industry reports using primary, secondary, modern and traditional methods. Sharing through regular reports, presentations etc.
• Enabling the business to understand changing consumer trends and enabling us to learn from best in market case studies and trends.
• Ensuring the business is aware of competitor strategy and its impact on the business by building a competitor overview

Key experience required for the role:
• Your experience in looking at the external consumer view to enable informed decision making
• Your ability to articulate business requirements into research requirements
• Your 3-4 years experience (desirable) in a market strategy role or similar
• Your previous experience in working with statistical reports and company annual reports

You’ll also be resourceful and preferably come from an insurance or financial services background. You’ll have experience in working with primary and secondary sources of data and be a blue sky thinker.

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.

Resourcing Manager (Internal Resource Deployment Manager)

Job Ref: DJMA1780
Job Title: Resourcing Manager (Internal Resource Deployment Manager)
Location: Midlands
Salary: £32-40,000 plus benefits + bonus
Job type: Permanent

This is an opportunity to join a fast paced, leading global business providing the right people on the right projects, at the right time.

You will manage a small team, working within a developing resource management function which will require individuals with a high commercial focus, an excellent people person with strong influencer and stakeholder management and an analytical ability and approach to provide effective workforce deployment, forecasting, planning and MI, to help the organisation build the professionalism of their people and continue to strengthen their business.

This is a fantastic opportunity to build on your professional career to date and help develop and grow your skills with a leading corporate brand. You will join a leading edge, expanding team, in a visible and pivotal role.

Some of your responsibilities:
• Manage the team by optimising headcount, manage/oversee joiners, leavers and secondments, increasing utilisation and being aware of the impact on employee engagement
• Delivering the manpower and resourcing plan by having a deep understanding of portfolio growth plans and headcount required to support these; balancing these with the needs of the individual
• Conducting regular portfolio reviews to ensure maximum utilisation, development and fair allocation of work for each individual
• Interpret and Analyse Management Information (MI) to provide trends, make connections and spot opportunities to improve profitability
• Share knowledge, best practice and network with your colleagues across the business and Resource Management Function

If you are interested in applying for this position, you will need previous experience working within a large, or corporate business in a Managerial role with resourcing, deployment, workforce/manpower planning, talent deployment, customer service, or project management capacity. You will need excellent relationship management skills with the ability to influence senior stakeholders and be a confident and skilled communicator.

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.