Forecasting and Capacity Planning Analyst

Job Ref: DJPF1320
Job Title: Forecasting and Capacity Planning Analyst
Location: North West
Salary: Up to £38,000 base, pension, benefits.
Employment Type: Permanent

We are looking for a Forecasting and Capacity Planning Analyst in the North West.
You will take on a new and exciting role, focusing on using data to pull together compelling reporting and a supporting narrative to illustrate how to improve the customer experience as part of the transformation programme.

Responsibilities include:
• Use MS Excel and Power BI to pull data together
• Analyse and interpret data
• Provide commentary and recommend potential changes
• Present your findings to your line manager and eventually the rest of the business

If you are interested to apply:
• Extensive experience within a resource planning role within a back office or contact centre environment with strong analytical skills to match.
• Advanced understanding of end to end planning cycle resource planning methodologies.
• Excellent understanding of how processes, performance and systems impact customer segments
• Numerate and analytical, with ability to develop a mixture of simple and sophisticated forecasting and headcount models, integrating varying efficiencies, capacity planning & scheduling efficiencies
• Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and innovation and operational stakeholders to deliver applicable plans.

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 Analyst

Job Ref: DJPF1318
Job Title: Resource Planning Analyst
Location: Surrey – commutable from Central London
Salary: £30,000 + Benefits
Employment Type: Permanent

Are you an experienced Resource Planning Analyst with significant contact centre Real-time and planning experience?

Reporting into the Workforce Management & Planning Manager, you will be accountable for supporting and monitoring daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimising resources to achieve business objectives.

Responsibilities include:
• Manage the floor of customer contact agents on a day to day basis and be confident to challenge expectancies/report to the WFPM in order to achieve the contact centres service level and KPI’s.
• Understanding the planning/forecasting staffing requirements created by the WFM team and translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact centre operations.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation. Movements of offline activity, break optimisation etc.
• Maintain constant communication with Operations teams and the WFPM to coordinate needed staffing adjustments based on current and forecasted results.
• Understand call volume forecasts on a daily, weekly, monthly and annual basis for multi-team operation and provide valid opinions & suggestions.

If you are interested to apply:
• Contact Centre and Operational awareness of systems, processes and procedures
• Complete understanding of overall operational activities including phone, email, chat, community and social media support
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organise/analyse data in a structured manner.

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.

Head of Resource Planning and Ops Support

Job Ref: DJPF1317
Job Title: Head of Resource Planning and Ops Support
Location: Manchester
Salary: £65,000 + 10% bonus and Benefits
Employment Type: Permanent

Are you an experienced senior planning leader with significant contact centre planning and operational support experience?

Reporting into the Operations Support Director, you will be accountable for playing a pivotal part in shaping, planning and transforming the operations through harnessing technology, further developing our continuous improvement practices and culture through a best in class forecasting and planning function to deliver people, customer and commercial benefits.

Responsibilities include:
• Form and lead a new team to support the operation through the delivery of fit-for-purpose demand and capacity forecasting and planning, continuous improvement, operational analysis and by ensuring the provision of tools and services for our operation and customer;
• Establish a new team of specialist service leads accountable for the tools and support required for fast-paced and rapidly evolving customer-facing front-line and back-office operations and for the delivery of industry-leading customer experience, including through voice, written & electronic correspondence and digital channels, self-serve capability and assisted-serve capability;
• Accountable for the development, delivery against and evolution of a rolling 18-month roadmap for front-line and back-office services and tools to achieve the overall operations plan and deliver the required people, customer and commercial targets;
• Provide robust long-range forecasts of demand and resource requirements
• Deliver short-range forecasting and scheduling for the operation;
• Deliver insight into operational performance
• Develop strong relationships with IT team and other functions to enable the development of and delivery against the roadmap;
• Develop and maintain best practice service operations ways of working, aligning roles and responsibilities with IT and act as Major Incident Manager in the event of a major customer-impacting incidents;
If you are interested to apply:
• Background in complex contact centre and back-office operations, with deep knowledge of contact centre technology, including IVR, Workforce Management, Agent Assistance & Knowledge Management, Case Management, Workflow Automation, RPA, AI and analytics;
• Experience in establishing continuous improvement capability and delivering improvement initiatives to drive improvements in customer experience and operational efficiency
• Knowledge and experience of forecasting and resource planning methods, practice and technology

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.