Resource Planning Specialist

Job Ref: DJPF1270
Job Title: Resource Planning Specialist
Location: Stoke on Trent, Staffordshire
Salary: Up to £35,000 + Bonus + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Specialist. Reporting directly to the Operations Manager, the main responsibility of this role is to manage the Resource Planning function for the Customer Support Team.

Some of the Responsibilities include:
• Calculate resourcing levels within a complex, constantly changing customer operation so that customers consistently receive world class customer experiences from the operational teams.
• Manage the creation, publishing and adherence to all relevant working schedules
• Ensure operational shrinkage is well understood by all stakeholders and planned for.
• Perform continual analysis of current performance and conduct real time re-forecasting to make necessary adjustments to resourcing plans.
• Analyse resource information to identify trends and provide meaningful insight to the operation.
• Analyse, review and communicate individual and team performance to ensure to adherence to schedules and work with stakeholders across the business to ensure this is sustained.
• Seek to continually evolve all planning, forecasting and resourcing processes and systems, with an emphasis on service accessibility and quality.
• Produce regular management reporting and presentations that supports key decision-making for headcount requirements, budget forecasting and project costing.

If you are interested to apply:
• Instinctively service-orientated, you should be able to demonstrate a thorough knowledge and passion for Contact Centre and operational environments and the dynamics that impact operational performance.
• Recent and demonstrable experience in planning, forecasting and resource optimisation in a customer operation or contact centre environment.
• Attention to detail, high levels of numeracy, strong verbal and written skills and a creative style are essential for this role.
• Ability to adapt forecasting and planning methodologies to a variety of inbound, outbound and back office operational functions.
• The ability to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging environment.
• Excellent reporting and presentation skills with a demonstrable expertise in Ms Excel and other analytical tooling.
• A general understanding of Contact Centre Workforce Management scheduling systems would be highly desirable.

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 / Success Manager – SAAS

Job Ref: DJHB1015
Job Title: Customer Service / Success Manager – SAAS
Location: Wembley
Salary: up to £55K + £15K bonus
Employment Type: Permanent

Are you experienced in managing dynamic teams?

Have you worked within an SAAS environment?

Are you looking for the opportunity to undertake a huge technical transformation?

Do you have the drive and motivation to build a new business function through the use of new technologies and an existing team with extensive product knowledge?

If so, this could be just the job for you!

I’m looking for an experienced SAAS specialist to work with an established organisation based in North West London.
Working as part of an established business, spearheading a huge investment of transformation through technology to enhance the customer’s experience, you will be working within a truly autonomous environment.
The role will require you to undertake a team restructure to offer an enhanced customer experience with more efficiency and collaboration; with multiple channels of communication and additional supporting training tools for the existing customer base.
Having experienced huge growth in the last 2 years, the business have taken the time to analyse the areas of their process that will enhance the overall experience and through the introduction of new technology, the injection of an ambitious leader into the team (you) and utilising their great existing team; you will be part of the next chapter of growth.

You will be responsible for:
• A small team of 12, split across inbound communication with customers and outbound relationship management to improve customer retention.
• Taking charge of the transformation project from inception and managing the implementation of customer success tools such as Zendesk / Freshdesk.
• Utilising available software to track and analyse the engagement of the SAAS platform to identify customers that will require additional attention to ensure increased renewals.

This is a great opportunity to join a business backed with generous amounts of private equity funding and the ability to really transform a business with free reign on their target audience.
All they’re looking for from you is the drive to transform the business and the attitude and aptitude to enhance this industry leading product within their niche market sector!

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.