Senior Management Information Analyst – MI

Job Ref: DJPF32046
Job Title: Senior Management Information Analyst – MI
Location: North West
Salary: Up to £40,000 base
Employment Type: Permanent

If you are already a skilled MI Analyst with a good understanding of Business Processes and Contact Centre Metrics, then we want to hear from you!

Responsibilities include:

• Working as part of a highly skilled analyst team you’ll be responsible for using raw data sources to provide detailed insight to account/agent performance.
• Reporting on time utilisation you’ll ensure the team is correctly sized to support the business in BAU and in growth.
• Making sure workloads are effective for the advisors, you’ll ensure Average Handling Times (AHT’s) are reflected and in line with SLA/KPI’s.
• Using different methods of data analysation you’ll ensure the data presented can be interpreted and fully understood by any audience.

If you are interested to apply:

• Good understanding of Business Processes and Contact Centre Metrics
• Strong knowledge of databases using Microsoft Access and SQL Server (SQL query writing in particular).
• Knowledge and understanding in the use of Visual Basic for Applications.

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 Planning Manager

Job Ref: DJPF1326
Job Title: Resource Planning Manager
Location: North West
Salary: Up to £40,000 base, pension, benefits
Employment Type: Permanent

We are looking for a Resource Planning Manager in the North West.

As a Resource Planning Manager, you will play an integral part in the team and help your colleagues to deliver performance improvements across forecasting, planning, scheduling, on a real-time, daily, weekly and monthly basis.
You will possess an understanding of Contact Centre dynamics, have plenty of personal drive, take a proactive and responsible approach to work and be able to manage your time/workload effectively, in order to meet demanding deadlines, whilst managing a team of resource planning analysts.

If you have experience of Workforce Management, Resource Planning and Contact Centre metrics and you want to work in an environment that will help you develop in a business that is rapidly growing, this role might be for you.

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.

Data Scientist Analyst

Job Ref: DJPF1325
Job Title: Data Scientist Analyst
Location: South East – Berkshire
Salary: Up to £51,000 base dep on experience, benefits.
Employment Type: Permanent

Working for a large, well established business, we have an opportunity for a Data Scientist Analyst.

Data is a fast-growing area, particularly customer data and to support this we have created an exciting opportunity for an experienced Data Scientist to join our existing Credit Risk team. Data Science is a brand-new service offering within our organisation and the successful candidate will work closely with management to develop the strategy Data Science capability to deliver insight and drive value for the business, embedding industry leading tooling and best practices.

The successful individual must have a proven background within Data Science with strong experience of advanced programming languages such as SQL, R, Python. You will have experience of applying statistical methods and techniques in a real business environment with the ability to provide clear data insights to aid strategic decision making. Strong stakeholder management experience is key with the ability to communicate clearly in order to gather complex requirements and to report back to the business.

Key Accountabilities:
• Undertaking routine analysis of business problems using analytical techniques and machine learning models to drive business outcomes
• Bringing together and manipulating datasets in a multitude of structures
• Engineering high-quality maintainable code
• Management of automated testing, continuous integration and continuous delivery
• Contribution toward product development

To be successful within this role you will need to following skills and experience:
• Highly technical individual with advanced analytics & data modelling experience, ideally in risk modelling
• Aptitude using data science languages to access, manipulate and obtain analytical results (e.g. SQL, R, Python, etc)
• Experience of working in an SAP environment desirable

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.

Credit Risk Analyst

Job Ref: DJPF1324
Job Title: Credit Risk Analyst
Location: South East – Berkshire
Salary: Up to £45,000 base dep on experience, benefits.
Employment Type: Permanent

Working for a large, well established business, we have an opportunity for an experienced Credit Risk Analyst. This is a fast growth area of the business and in coordination with the business values this function will help provide a fantastic experience and performance for their customers.

The credit risk teams are integral to the business goals and with ambitious plans for the future, this role offers you an opportunity to make your mark and support strategic objectives across the business.

Some of the key accountabilities will be:
• Owning and driving new tools, metrics and KPIs relevant to the collections business performance
• You will support in driving change and ensuring we remain compliant and continue to treat our customer’s fairly, whilst mitigating the risk of losses.
• Monitoring data analysis and contributing to the enhancement of the Credit Risk team performance and processes
• Using analytics tools (SAP Analytics Cloud) to extract data to understand behaviours and incorporate findings into actionable insight and decision making
• Delivering insight across to stakeholders to ensure the best methods and processes are in place
• You will be responsible for deepening relationships with colleagues in our Collections department and ensuring activity is aligned and focussed
• Developing effective MI, ensuring insightful, relevant and accurate information and commentary is provided

If you are interested in being considered for this role, you will have previous experience across credit risk, ideally with experience of SQL, Python or analytical tools experience, with a good knowledge of risk management tools. Any knowledge of SAP would be advantageous.

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.

Continuous Improvement Manager

Job Ref: DJJM1269
Job Title: Continuous Improvement Manager
Location: London (2 days working from home)
Salary: Up to £50,000 – £60,000 plus bens
Employment Type: Permanent

An opportunity for a Continuous Improvement Manager to take responsibility for the continuous improvement of operational and business processes and implementation in a wider business improvement programme.

As the Continuous Improvement within an SME, you will work with internal stakeholders to identify and develop the best processes and operational practice through every channel, using insight, data and market intelligence to drive a positive more efficient approach and a streamlined business process

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 outcomes.

Some of the duties and responsibilities for the Continuous Improvement Manager will include:

• Champion the design and implementation of process improvement through all departments and channels.
• Review business processes and suggest improvements where applicable to be more lean and efficient
• To build and maintain solid long-term relationships with internal stakeholders
• Drive continuous improvement ethos within 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 Continuous Improvement Manager working across departments and stakeholders to develop an improved process and business offering. Previous experience of process mapping, stakeholder management, and improving existing operational processes 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 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.

Project Manager

Job Ref: DJJM1268
Job Title: Project Manager
Job Location: London
Salary: up to £60k plus bens
Employment Type: Permanent

Working within the project management team, this role is with an organisation which is growing and expanding, operating within an evolving and competitive market sector. The post-holder will be responsible for managing several projects at one time and play a pivotal role in the deal and transition process.

Responsibilities will include:
• Manage project delivery from beginning to end.
• Build and maintain successful relationships across key internal stakeholders
• To make sure all relevant targets and deadlines are met
• To evaluate, rethink and amend current programmes where necessary
• Helping to develop project management discipline across the business

The ideal candidate will have a passion for project management and stakeholder relationships. You will be able to evidence first-hand experience of developing & delivering relevant projects from beginning to end. Individuals with excellent communication skills, who can cite significant experience of project leadership, change and strategy, in conjunction with multiple stakeholder groups.

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: DJPF4311
Role: Resource Planning Manager
Location: Redhill, Surrey
Salary: £50,000 per annum plus benefits
Job Type: Permanent
Please note that Douglas Jackson are managing ALL applications for the recruitment of this role. Please send all applications directly to mail@douglas-jackson.com

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities.

We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience – potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and exceed and enjoy working at SES.

SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

With a rich history dating back to the mid-19th century, we began by supplying water to individual parishes before merging and expanding throughout the next 150 years until today. We now maintain over 2,000 miles of water mains and manage eight treatment works, 23 pumping stations and 31 reservoirs and water towers.

Why you should join our team:

You’ll become part of a friendly, sociable and collaborative team who support each other to achieve their goals. It’s an exciting time to join us, as we’re growing this part of the business and have ambitious plans to transform our customer experience, meaning you’ll have the chance to make a real impact and help to lead us on our journey.

We are currently coming to the end of a 3-year transformation programme which will see us become the first Utility company in the UK and second in the world to deploy a Salesforce based SaaS billing & CRM solution, meaning you’ll be joining our progressive team and organisation at a time where we are embarking on a customer and digitally led journey to become industry leaders.

We provide the ideal environment in which to achieve your full potential. As a Silver Investors in People accredited organisation, we place a big emphasis on development. You’ll receive excellent in-house training to ensure that you succeed in your role.

For those with the ambition, there’s plenty of scope to progress into other areas of the business as we boast multiple progression routes and can offer plenty of potential to diversify and develop your career through apprenticeships and professional qualifications.

The role:
Salary of up to £50,000 per annum
Up to 10% employer contribution towards Aviva’s Group Personal Pension Plan
Free on-site parking or in local area
Working hours: 37.5 hours per week
Potential home working options

Reporting into the Customer Operations Manager, the Resource Planning Manager is a critical role responsible for managing all facets of contact centre operations such as planning, forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily direction to the team that will analyse call and channel volume history by tracking and trending Telephony Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate resource requirements and workload identification.

About you:

Here at SES Water, we recruit people based on their potential, values and fit, rather than just experience and qualifications. To join us as a Resource Planning Manager, you will need:
• 3+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact centre environment preferred
• 3+ years of experience managing an RPM team providing forecasting, scheduling and real-time management in a multi-site contact centre environment
• Strong experience with Workforce Management software that includes forecasting, scheduling, real-time adherence functionality
• Experience with telephony and CRM applications or comparable systems
• Proven leader who can execute operational best practice to achieve service excellence
• Experience of managing Teams in a contact centre environment
• Complete understanding of overall operational activities including all channels: phone, email, chat, community and social media
• Ability to design, implement and manage robust and measurable feedback mechanisms
• Customer focused leader with personal strengths of analysis, monitoring and tracking.
• Ability to write clear and concise English
• Drive, enthusiasm and energy for improving process and procedures.
• Possess good listening, written and verbal communication skills
• Team player
• Ability to work flexibly
• Strong prioritisation skills and ability to manage own workload
• Ability to make effective decisions within established procedure
• Good organisational skills

The Benefits:
• Life assurance
• Bonus scheme
• 23 days’ holiday per year, increasing to 27 with service
• Give as you earn scheme
• Financial education, savings and personal loans through Neyber – Aqualibrium – our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks
• Simply Health Cash Plan, Surgical Choices and Rewards
• Confidential crisis support, counselling and legal advice
• One day paid volunteering a year
• Discounts with our subsidiaries and local retailers
• Overtime opportunities

This vacancy is being advertised by Douglas Jackson, who SES Water work in partnership with. The services advertised by Douglas Jackson are those of an Employment Agency. We are both equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.

What’s next?

If you are eager to take on a new challenge as our Resource Planning Manager, select the apply button shown to be brought through to the application process.

We welcome all applicants, and this employer is committed to and keen that their leadership teams reflect the diversity of their employees and customers. If you would like to have a confidential discussion, or to learn more about their commitment to Diversity and Inclusion please do get in touch.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit: 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.

This is not a job alert

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

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

 

 

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

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

 

 

The full post will be on it’s way to this week if you sign up here.

If you have a subject or would like some help and advice at this time, then please do contact us on 0345 620 9720, or mail@douglas-jackson.com

Hoping everyone is safe and well.  Speak soon.

TeamDJ