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.

Operations Insight Analyst

Job Ref: DJPF32049
Job Title: Operations Insight Analyst
Location: North West
Salary: Up to £65,000 base
Employment Type: Permanent

As an Operations Planning and Improvement Analyst, you will play an integral part in the team using data to assess the operations, provide insights and work with the brand leaders to recommend ways to improve processes, solve existing issues and better achieve business goals.

Responsibilities Include
• Key measures to feed departmental objectives & track performance
• Establish content, reported time periods and frequency for maximum impact
• Drive business and departmental business improvement plans
• Drive resource utilisation, ensuring appropriate size, cost and deployment of resources across sales and operations
• Report on complaints, volumes, ratios and issues, losses, errors and points of failure for root cause prevention

Required Experience:
• Proficient in excel, SQL and Tableau
• Project and change management experience will be highly beneficial
• Problem solving and analytical skills
• Proven communication skills

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.

Forecasting and Data Analyst

Job Ref: DJPF1327
Job Title: Forecasting and Data Analyst
Location: North West
Salary: Up to £38,000 base, pension, benefits
Employment Type: Permanent

We are looking for an experienced Forecasting & Data Analyst in the North West.

As a planning specialist, you will play an integral part in the team by producing FTE modelling solutions to drive the most cost effective and efficient solutions for success.
Provide oversight and guidance on forecasting principals. This will include the utilisation of latest finance and marketing information, market conditions & historical analysis aligned with customer contact behaviour trends.
You will possess an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive and responsible approach to your work and be able to manage your time/workload effectively, in order to meet demanding deadlines.

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.

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.

Head of Field Operations

Job Ref: DJHC4310
Job Title: Head of Field Operations
Location: South East with national travel
Salary: Up to £90k salary plus benefits
Employment Type: Permanent

I am looking for a talented Head of Field Operations for a global organisation. This role will involve significant UK travel.

You will take operational responsibility of the field based service team, embedding a ‘sales through service’ culture and driving Customer Experience aligned to the brand ethos and values.

Responsibilities:
• Manage a field based team of approx. 150FTE located across the UK
• Aligning the performance of service operation to provide maximum Customer Experience outputs
• Embedding a sales through service culture and creating additional revenue streams for the business
• Be accountable for the performance of the field based operation ensuring efficiencies are maximised
• Significant Employee Engagement facilitating new performance, Customer and commercial strategy delivery

Key requirements and behaviours:
• Demonstrable experience of successfully motivating and engaging field based teams across large geographical areas (national would be an advantage)
• Experience embedding and driving behaviours that are aligned to brand values
• Proven ability of driving large teams to maximise revenue and promoting the identification of sales opportunities
• Experience of successfully leading and motivating operational teams significantly increasing Employee Engagement
• Customer centric having spent significant time contributing to company-wide customer agendas and advocating Customer Experience excellence
• Extremely performance focused
• Strong commercial acumen
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Continuous improvement mindset
• Continuously striving for excellence

If you are interested in applying for this position, you will need to have a proven track record of managing diverse field based teams in a customer service environment in very customer centric cultures.

You will need credibility to influence change at a senior level and be very performance and outcome driven. Experience working for a branded organisation is a must due to the realignment to the brands ethos and values.

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.

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.

Business Improvement Lead

Job Ref: DJJM1270
Job Title: Business Improvement Lead
Location: South East – Berkshire
Salary: Up to £67,000 base dep on experience, benefits.
Employment Type: Permanent

This large, well established business have an opportunity for a Business Improvement Lead to join this fast growth area of the business.

The successful candidate will be responsible for ensuring the department changes are delivered and relevant business stakeholders engaged appropriately when applicable.
The key objective of this role is to deliver continuous improvements across the Collections operational & strategic journeys. To identify gaps impacting the customers and the debt position and working closely with business operational areas & change teams to deliver improvements. This role will involve working within a highly collaborative team to drive key strategic deliverables across the business function.

Key Accountabilities:
• Taking ownership of all Credit and Collections initiatives to lead change, from development to delivery and governance.
• Working closely with the Data Scientist and Data Analyst to turn detailed insight into targeted process and policy interventions
• Leading the Credit and Collections policy updates and chairing the Credit and Collections Policy Forum
• Applying frameworks to review and evaluate the effectiveness of the process and drive prioritised improvements
• Contributing to the smooth running of the Credit and Collections team as part of their leadership, driving a continuous improvement culture

To be successful in this role you will have the following skills and experience:
• Previous experience successfully managing projects in an operational role Experience within Utilities or Financial Services desirable
• Strong understanding of Collections and Credit Risk
• Ability to work in an independent and pro-active way, with little reliance on management direction
• Ability to manage senior stakeholder relationships
• Articulate in written and verbal communication

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.