Forecasting Analyst

Job Ref: DJPF1244
Job Title: Forecasting Analyst
Location South West/Midlands
Salary: £27,000
Employment Type: Permanent

As the Forecasting Analyst, you will Support the Operations ensuring they have the right people in the right place with the right skills, delivering a quality service that delights the customer. You will be responsible for Forecasting the Contact Centre demand.

Some of the Responsibilities include:
• Conduct analysis of historical data
• Produce forecast and capacity plans for a multi-channel Contact Centre
• Perform basic modifications in the scheduling system of daily and weekly projected trends and volume
• Monitor trending of average handling time (AHT) and real-time volume, making changes to forecasting as necessary

If you are interested to apply:
• Intermediate knowledge of Microsoft Word and Excel
• Experience with data analysis
• Knowledge of forecasting methods and their applications
• Understanding of Contact Centre Planning theory (Erlang and simulation) and how to apply that without the use of 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: DJPF1241
Job Title: Resource Planning Analyst
Location: Birmingham
Salary: £27,000 + Benefits
Employment Type: Permanent

This is an excellent opportunity for an experienced Resource Planning Analyst who will be responsible for analysing, monitoring and reacting to real-time staffing levels, as well as being responsible for absence management across all teams, and call volumes, busy lines, and the optimisation of skill sets to avoid development of call queues and raise any issues to local Management Team.

Some of the Responsibilities include:

• Managing real time service levels and work in partnership with operational management in order to deliver a high level of customer service for customers and clients by proactively managing the Workforce Management solution ensuring effective resource planning, implementation and use across the Customer Hub.
• Accountable for the management of the intra-day and real time seat capacity and FTE utilisation across multiple teams in order to consistently deliver high quality service performance level for customers ensuring that call volumes are handled cost effectively and the team is effectively resourced.
• Develop and maintain strong working relationships with colleagues, working together to drive operational performance by being the main point of contact, for operational managers with regard to service level and real time issues.
• Responsible for ensuring the workforce management application is maintained accurately and used in the most effective way to minimise effort and maximise efficiency including identifying and implementing telephony changes.

If you are interested to apply:
• Numerical reasoning, attention to detail and accuracy with the ability to track service level performance, identify and report trends in service level performance.
• Real-time service monitoring within a similar environment. Identifying the best course of remedial action to support service delivery.
• Experience of data sourcing, analysis and presentation with Excel and PowerPoint.
• Excellent understanding of resource planning and scheduling methodologies.
• Management reporting tools and processes within similar environments and industries.
• Related computer packages including Microsoft Office and experience of WFM, would be beneficial.

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.

Team Manager – Real Time Analyst team

Job Ref: DJMA1785
Job Title: Team Manager – Real Time Analyst team
Location: Czech Republic
Salary: 40-45000 CZK per month (relocation assistance offered) Please see cost of living difference with UK and CZK.
Contract Permanent

Have you been thinking about your future with a longing to experience new countries and cultures but want to continue with developing your professional career? Working within a fast paced English speaking environment, so no second languages are required, in a vibrant large city with a number of ex pats due to the growth of international business in the location.

This is an opportunity for a senior analyst or proven manager, team manager, or team leader to join this exciting well-established organisation, based in the Czech Republic.

This role will be responsible for a team of Real Time Analysts who work to support a large, multi lingual, multi-location (inhouse and outsourced), multi-channel; phone, email, chat, contact centre. Working with the Contact Centre Managers and Team Manager you will lead, motivate and develop your team to deliver an effective real time delivery, taking into account all changes in demand, emergency situation and managing any peaks or intraday changes against the outlined schedules.
In addition, you will work with the team and wider stakeholders to identify any change, or improvements which will enhance the real time and wider contact centre activities to ensure better performance and a great customer service to all their customers across all channels.

Some of the responsibilities will include:
• Leading the team responsible for the monitoring of incoming contacts from customers
• Selection of new team members, their onboarding and training, shift planning
• Building processes for Real time analytics
• Building reports for Operations and Outsource partner relationships
• Secure that Real Time Analyst’s feedback, reporting to operational manager, carrying out reviews, recommendations and insight for further Data Analysis and reporting.

If you are interested in applying for this role, you will need good Excel skills and an understanding, or experience of real time analytics. You will need to be willing to relocate to an overseas location.

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.
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