Management Information Analyst – MI

Job Ref: DJPF1322
Job Title: Management Information Analyst – MI
Location: North West
Salary: Up to £30,000 base, pension, benefits.
Employment Type: Permanent

If you are already a skilled MI Analyst with a good understanding of Business Processes and Contact Centre Metrics, then we want to hear from you!

Responsibilities include:
• Working as part of a highly skilled analyst team you’ll be responsible for using raw data sources to provide detailed insight to account/agent performance.
• Reporting on time utilisation you’ll ensure the team is correctly sized to support the business in BAU and in growth.
• Making sure workloads are effective for the advisors, you’ll ensure Average Handling Times (AHT’s) are reflected and in line with SLA/KPI’s.
• Using different methods of data analysation you’ll ensure the data presented can be interpreted and fully understood by any audience.

If you are interested to apply:
• Good understanding of Business Processes and Contact Centre Metrics
• Strong knowledge of databases using Microsoft Access and SQL Server (SQL query writing in particular).
• Knowledge and understanding in the use of Visual Basic for Applications.

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: DJPF1321
Job Title: Resource Planning Analyst
Location: North West
Salary: Up to £27,000 base, pension, benefits
Employment Type: Permanent

We are looking for a Resource Planning Analyst in the North West.

As a Resource Planning Analyst, you will play an integral part in the team and help your colleagues to deliver performance improvements across forecasting, planning, scheduling, on a real-time, daily, weekly and monthly basis.

Working with the WFM tool you will have the opportunity to develop and further your career, whilst making a real impact in the delivery of reliable and excellent customer service.

If you have experience of Workforce Management, Resource Planning and Contact Centre metrics and you want to work in an environment that will help you develop and grow in a business that is rapidly growing, this role might be for you.

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.

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.

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.

Head of Operations

Job Ref: DJMA1840
Role: Head of Operations
Location: North West
Salary: up to £70,000 base, plus bonus
Job Type: Permanent

We have been retained to commence a confidential search for a Head of Operations for a fast growth business.

Working within an established team, you will be responsible for:
• Developing the strategy and planning for a customer operation function and wider business support units
• Developing a pride and passion for the delivery of a high quality excellent service proposition
• Working with the senior stakeholders to deliver improvement in NPS and service, engagement and performance

This is an exciting opportunity to be a part of a growing organisation who have a great culture and have huge ambition.

We will be looking to shortlist this role by the end of August with interviews taking place into September.

We will be looking to speak with proven Head of Customer Operations in the North West, or North Midlands area who have a real passion and ability to deliver uplifts in people, process, tools and technologies and strive for them and their teams to be the best.

To apply for this position please forward a copy of your CV to: mail@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 any discussions or offer any assistance regarding sponsorship.