Resource Planning Analyst

Job Ref: DJPF1267
Job Title: Resource Planning Analyst
Location Yorkshire
Salary: up to £26,000 plus Bonus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experienced Resource Planning Analyst to join an established team. You will be responsible for identifying trends and using that insight to provide accurate, dynamic forecasts to teams and partners ensuring that the right people are in all the right places at the right time.

Responsibilities include:
• Use precedent data to build accurate staffing schedules for all business areas to ensure the deployment of the right people at the right times across all business areas
• Create monthly/weekly/daily/intraday forecasts/demand to be translated into effective resource plans to ensure that we have the optimum workforce.
• Proactively suggest process changes that will both augment the customer experience and drive business efficiency.

If you are interested to apply:
• Prior resource planning or forecasting experience for a complex organisation and preferable within a contact/call centre environment.
• Experience of using WFM systems
• An ability to challenge peers and managers in a creative yet constructive manner
• Good Excel skills

So, if you’ve got a solid background in resource planning and/or forecasting and you want to develop a career in a changing and exciting business then why not apply for this 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, 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 Consultant

Job Ref: DJPF1265
Job Title: Resource Planning Consultant
Location: South West
Salary: £200 – £350 per day
Employment Type: Contract (6-9 months)

My client is looking for 3 contractors to support the current resource planning function.
These contracts are planned for between 6-9 months and you will be involved in the end to end planning cycle.

Some of the Responsibilities include:
• Contact Centre Forecasting
• Scheduling of agents
• Real-time management

If you are interested to apply:
• Experience of end to end Planning within a contact centre environment
• Experience of Using WFM tools – Verint is advantageous
• Strong Excel skills

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Resource Planning Analyst

Job Ref: DJPF1261
Job Title: Resource Planning Analyst
Location: Manchester, North West
Salary: £35,000
Employment Type: Permanent

Are you an experienced Forecasting and Capacity Planning Analyst with a background in modelling? If so, my client is looking for a Resource Planning Analyst who will work with their Resource Planning & Analytics teams to help them manage demand and capacity plans.

This role is ideal for an articulate, analytical and enthusiastic WFM professional with a strategic mindset. As part of the role you will be responsible for predicting both short and long-term plans through the analysis of historical trends, alongside budgetary and company strategy to meet the customers’ needs and expectation through applicable WFM staffing principles and Excel modelling.

Some of the Responsibilities include:
• Anticipating complex possible options based on historical data, experience, analysis combined with possible future visions.
• Ability to break down raw information and undefined problems into specific workable components that in turn identifies the issues at hand.
• Excel Modelling
• Capacity Planning

If you are interested to apply:
• Effective and confident communicator and the ability to influence at all levels
• Displays sound judgement, objectivity, strong commercial awareness and a commitment to delivering a high level of internal customer service.
• At least 2 years in a Forecasting for front office and back offices environment for phone, email and Chat channels role.
• Experience of building capacity models from scratch.
• Understanding of Erlang and calculating FTE requirements outside of a WFM tool.
• Excellent excel skills and able to analyse large amounts of complex data.
• Proficient in using WFM tools with detailed understanding of forecast and people modules also an advantage.

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.

Customer Service Manager

Job Ref: DJJM1196
Job Title: Customer Service Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

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

The Customer Service Manager will be able to bring passion, rigor and have 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 Customer Service Manager within the contact centre, you will work with the heads of department and other 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 Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience 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. 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:
• Forecasting, daily planning and delivering great people leadership.
• 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 a Customer Service 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.