Speech Analyst

Job Ref: DJPF1296
Job Title: Speech Analyst
Location North West
Salary: Up to £35,000 + Benefits
Employment Type: 6-month FTC (Temp to Perm opportunity)

My client is looking for a Speech Analyst to play a pivotal role in setting up their customer engagement Analytics Function. This is an exciting opportunity for an experienced speech Analyst who is looking for a new challenge and to make a difference. You will lead the delivery of speech analytics activity by seeking to identify improvement opportunities in customer experience and operational effectiveness, manage and manipulate large datasets and use company voice recording and digital interaction databases to provide first line oversight of controls and processes.

Some of the Responsibilities include:
• Interpret consumer insight and analytics, developing value-adding categories for reporting through targeted call listening, phrase auditing and development to optimised precision and recall rates, and relevant metadata inclusion.
• Working closely with the Decision Science team and all internal stakeholders to identify opportunities for data driven decisions.
• Integrate multiple sources of data in each piece of analysis where appropriate to add value and provide a balanced and complete picture of each subject matter.
• Provide data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
• Regularly review agent best practice through comparisons between current top and bottom performers, clearly summarising areas of differentiation, and make recommendations to senior management and share results with other areas of the business.
• Creation of engaging visualisations to communicate key findings to both technical and business-focused colleagues and clients.

If you are interested to apply:
• In-depth experience in analysing data, and clearly communication actionable insights to stakeholders.
• Knowledge and understanding of Speech/interaction analytical tools and techniques.
• Excellent communication skills (Verbal, Written, Presentation and group facilitation).
• Ability to use one or more web enabled programming language (SQL, Java, Python, C++, PHP, HTML, etc.).
• Data management disciplines, including consumption of data through Microsoft BI stack and ETL package experience.
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders.

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: DJPF1295
Job Title: Resource Planning Manager
Location North West
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning Manager to lead the Tactical Planning teams. You will take ownership for the end to end management of all aspects of the Tactical Teams and their delivery, amending strategy where required to meet demand, forecasting and performance management and communication to the wider operation.

Some of the Responsibilities include:

• Leading and managing the Tactical teams, prioritising and delegating effectively to ensure workflows and projects are executed to a high standard and within SLAs at all times.
• Ensuring an aligned approach and strategy through supporting and overseeing each of the call centres
• Work collaboratively to ensure working practices, processes, data & resource are consistent, and can be applied to support optimised dialling in all centres, supporting absences within the Tactical team
• Ownership of continuous professional development of self and of all team members
• Excellent organisational skills, focusing on delivering both strategic developments and ensuring tactical impacts are considered and delivered, focusing on desired results, prioritisation, clarifying next steps and delegating effectively to meet deadlines.
• Proactively identify performance challenges across the operations and countries, proposing remedial actions

If you are interested to apply:

• To be considered for the role you will need to have significant experience in leading contact centre planning and/or dialling functions.
• Excellent written and verbal communication skills
• Excellent day-to-day and future planning organisation skills
• Ability to work in high pressure environments with ability to make quick decisions, influence and deliver difficult messages when necessary
• Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders
• Excellent analysis and problem solving capabilities

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: DJEM1031
Job Title: Management Information Analyst (MI Analyst)
Location: Manchester
Salary: up to £32,000
Employment Type: Permanent

This is an excellent opportunity for a Management Information Analyst (MI Analyst) to join a fast-growing business based in Manchester. They are looking for an experienced Data Analyst who either has experience using SAS, SQL or that comes from a credit risk background.

Responsibilities include:
• Supporting the development of the credit risk systems
• Challenging the accuracy of the data
• Generating automatic reports
• Processing and Analysing large volumes of data
• Interpretation of retrospective bureau data
• Supporting the management of the groups credit risk
• Generating risk reports using SAS and SQL
• Working closely with stakeholders on the roll out of new products, policy’s and services
• Relationship building with key stakeholders

Experience required:
• Experience in using SAS/SQL
• Ability to analyst large data sets within a financial environment
• Commercial mind set
• Able to adapt to challenges
• Someone that ones from a Credit Risk background or has vast amounts of SAS and SQL experience and knowledge

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: DJPF1290
Job Title: Resource Planning Manager
Location: Greater Manchester, North West
Salary: up to £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to set up a planning and MI function from Scratch. 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 role
• Strong Excel experience

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.