Head of Human Resources

Job Ref: DJRL1054
Job Role: Head of Human Resources
Location: Yeovil, Somerset, South West
Salary: Up to £60,000 + Excellent Benefits + Flexible part home working
Role Type: Interim

A South West based not for profit charitable organisation are currently looking to recruit an interim Head of Human Resources. They are looking for someone who will maximise the colleague experience through ensuring effective design, implementation and delivery of key stages of the colleague journey. Skills needed for this role include: Attraction, Recruitment, Induction, Performance Management, Employee Relations, Talent Management, Reward and Recognition. As Head of Human Resources, you will ensure that all people’s processes support the delivery of the companies goals and objectives as well as being underpinned by the companies values and their equality and diversity ambition.

You will lead on the creation and delivery of an innovative and inspiring learning and development offer that both meets current business needs whilst anticipating future needs and requirements. You will manage, capture and review HR MI and data in order to translate into effective HR and people approaches, processes and initiatives that support the companies team, Executive and Corporate goals. You will have overall responsibility for the management of all HR budgets and contracts in order that budgets are adhered to and contracts are procured and managed appropriately, delivering the agreed objectives within agreed budgets and timescales.

You will be expected to lead, coach and develop a high performing, values based HR team that are able to support and challenge the business whilst achieving their full potential.
You will be responsible for 3 HR Managers, 1 L&D Partner and 4 HR Supporting Administrators. Your overall budget responsibility will be approximately £450,000 pa.

The successful candidate will:
• Be confident and have strong HR Generalist experience.
• Have excellent people management experience.
• Have a true commercial focus.
• Have an innovative approach and desire to improve.
• Be a successful influencer with great communication and presentation skills.
• Ideally be HR Degree level qualification / fully CIPD qualified and digitally savvy.
• Have a minimum of 5 years experience in a senior HR role and ideally leading a HR team.

The company invest heavily into their staff and the wellbeing of their employees. They offer an extensive benefits package which includes: Contributory Pension, Private Healthcare, 26 days holiday entitlement + bank holidays, Possible agile working and Flexi Time and Free parking.

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 and MI Analyst

Job Ref: DJPF1255
Job Title: Resource Planning and MI Analyst
Location Cheltenham
Salary: £30,000
Employment Type: Permanent

This is a great opportunity for an experienced MI Analyst who will be responsible for supporting the delivery of front and back office customer experience through the provision of actionable performance MI, insight and recommendations.

Some of the Responsibilities include:
• Producing daily/weekly/monthly internal MI required to manage and report on Customer Journey performance.
• Manage Customer performance at daily/weekly/monthly/annual level, working with operations and ensuring that necessary tactical changes, including resourcing changes are made.
• As part of resource planning team, you will be expected to attend weekly capacity planning meetings to identify medium to long term opportunities and concerns for future performance.

If you are interested to apply:
• Knowledge of contact centre and back office metrics
• Ability to disseminate large set of data into manageable chunks and insight
• Ability to provide direction and influence stakeholders of all levels
• Good understanding of resource planning methodologies and service level dynamics for front office and back office
• Excellent working knowledge of Excel
• Previous experience in a Resource Planning or Operations

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: DJPF1254
Job Title: Resource Planning Analyst
Location Cheltenham
Salary: £35,000
Employment Type: Permanent

This is a great opportunity for an experienced Resource Planning Analyst who will produce accurate supply and demand forecasts, completing detailed forecast variance analysis to support the Operations area in making optimum use of resources.

Some of the Responsibilities include:

• Complete detailed ad-hoc root cause analysis and provide recommendations to the Operation of opportunities to increase efficiency and improve customer interactions.
• Support the business by making and driving recommendations on best use of operational resource, operational efficiencies and leakage opportunities.
• Build and produce short, medium and long term forecasts and capacity plans, focusing on both supply and demand drivers for Contact Centre and Back Office operations.
• Produce actionable performance MI to support operational focus on key metrics.

If you are interested to apply:

• Good understanding of demand forecasting and resource planning methodologies
• Good understanding of performance metrics
• Advanced Excel knowledge essential
• Previous experience in a resource planning role
• Knowledge of resource planning technologies such
• Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions
• Ability to analyse sizeable data sets, decide and apply appropriate forecasting technique

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.

MI Analyst / Management Information Analyst

Job Ref: DJEM1006
Job Title: MI Analyst / Management Information Analyst
Location: Colchester
Salary: £25,000
Employment Type: Permanent

Working as a key member of the Operations Team you will be working alongside colleagues to deliver a range of reports and data processes to a number of key stakeholders. You will be responsible for the design, creation, improvement and updating of operational MI suites as needed.

Some of the Responsibilities include:
• Contribute to enhancing the functionality of existing reports to increase efficiency and effectiveness
• Maintenance and production of the current BAU reporting schedules
• Develop real-time, daily analytical reporting for departmental managers
• Analysis of service data to identify trends and areas for improvement
• Identify more effective methods of data management and the production of MI

If you are interested to apply you will need:

• Advanced Excel skills
• An analytical mind-set with the ability to see solutions rather than problems
• Highly numerate and IT literate
• Autonomous with ability to manage own workload to meet tight deadlines
• Good communication skills and the ability to present data in a user-friendly way to all levels of the organision.

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.

Senior Reporting Analyst / MI Analyst

Job Ref: DJPF1248
Job Title: Senior Reporting Analyst / MI Analyst
Location: Swindon, South West
Salary: £44,000
Job Type: Permanent

This is an exciting role for an experienced MI / Reporting Analyst who is looking to take a more senior role in a growing team. You will lead a team of Analysts to deliver focused analytical attention towards the Customer Service and Customer Operations Contact Centre departments. This role provides an excellent platform to create insight and reporting solutions that are used by the Executive team.

Some of the Responsibilities include:

• Ability to present data in a story to senior Stakeholders
• Coaching and development of a small team of Analysts
• Build strong relationships with end users and enable them to get the most out of the MI solutions
• Accountable for the production of daily/weekly/monthly reporting from; SQL Server Reporting Services, PowerBi, Qliksense, Business Objects and all MS Office products especially Excel & Access.

If you are interested to apply:

• Ability to create reporting solutions using SQL, SSRS and more familiar end user applications such Excel and Access.
• Excellent Stakeholder management experience
• Ability to gather user requirements
• Experience of working within a contact centre environment

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: DJJM1209
Job Title: Resource Planning Manager
Location: London, Twickenham, Slough
Salary: £35,000 – £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to make the planning function their own. You will manage a small team of specialists to ensure that the right people are in the right place at the right time and ensure excellent customer service can be achieved at all times.

Some of the Responsibilities include:
• Accountable for the forecasting and scheduling of resource for the contact centre, ensuring KPI’s and SLA’s are met on a daily, weekly and monthly basis.
• Responsible for the execution of the contact centre scheduling and demand management plan each day.
• Support the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.
• Produce and develop MI/BI reports

If you are interested to apply:
• An understanding of customer service and contact centre methodologies and processes
• Previous operational within a large scale multi-site contact centre
• Previous experience in both a hands on Planning and MI business analyst role
• Strong Excel experience
• Working experience of using a WFM tool

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: DJPF1247
Job Title: Resource Planning Analyst
Location Altrincham, Manchester, North West
Salary: £24,000 Per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Analyst to join a newly created Resource Planning team. This is exciting opportunity for the right business and customer focused individual to join our team to further support our growth across all call centre teams.

Some of the Responsibilities include:
• Work with the operation teams to create and evolve department level schedules, including internal shrinkages.
• Influence and guide Team managers across the business to assist with delivery and performance through detailed analysis and reporting.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.
• Provide detailed analysis for “what if” scenarios.
• Manage the process and provide impact assessment of business changes.

If you are interested to apply:
• Experience of Contact Centre Planning and scheduling
• Must have experience of workforce management systems
• Excellent written and verbal communication skills
• Advanced excel skills
• Ability to translate complex data into management information

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.

Management Information Analyst / MI Analyst

Job Ref: DJPF1237
Job Title: Management Information Analyst / MI Analyst
Location Central London
Salary: £32,000
Employment Type: Permanent

My Client is looking for an experienced MI Analyst to provide meaningful insight for their customer operations teams. You will be responsible for the development of reports and providing meaningful insight to operational teams to ensure the best decisions are made.

Some of the Responsibilities include:
• Experience of building reporting suites within an operational business.
• Develop reports in line with business requirements.
• Delivery of all reporting activities to agreed timescales and quality.
• Contribute to enhancing existing reports to increase efficiency and effectiveness.
• Help to build analytical capability within the team.
• Produce analysis and make recommendations to management.
• Provide meaningful insight to operations teams.
• Work with other business areas through data gathering and analysis.
• Share MI best practice across all contacts.
• Provide guidance on all MI related matters.

If you are interested to apply:
• Highly numerate and IT literate, with a genuine passion for data.
• Strong Excel skills.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Analytical experience essential.
• Experience in using SAS and SQL to extract data and build reports.
• Zendesk experience or similar Contact Management system experience is desirable.
• Complex problem-solving skills.
• Strong ability to extract, manipulate and present data into reports.
• Ability to interpret data and make recommendations to management.

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.