Programme Manager

Job Ref: DJRL1046
Job Role: Programme Manager
Job Type: Permanent
Location: Yeovil, Somerset, South West
Salary: Up to £50,000 + Excellent Benefits + Flexible part home working

A South West based not for profit charitable organisation are currently looking to recruit a Programme Manager who can build and maintain a clearly defined project management framework. This person needs to support and guide project managers across the organisation.

As Programme Manager you will be experienced with a great record of managing multi-disciplined projects in a dynamic environment. This is a new role which will provide an opportunity to establish a new approach towards enhanced programme oversight.
You will be proactive in your approach when providing timely and accurate MI programme reporting to the board ensuring all aspects of project management governance is in place.

The successful candidate will:
• Be able to lead the development of a formal project management approach across the business, developing systems, tools, policies and an over-arching framework to ensure project management excellence.
• Be able to provide advice, guidance and support to the project sponsor and project lead to ensure an effective project plan is developed.
• Ensure accurate project management governance is in place with a single corporate oversight at any time in order that the status of any given project is transparent.
• Be able to provide timely and accurate MI programme reporting statistics and status updates to the board as required.
• Be able to identify and understand any opportunities, interdependencies and linkages between projects that could affect individual or overall delivery in order that there is effective project planning.
• You will have excellent project and programme management skills with the ability to lead on projects and provide oversight on others.
• Have the ability to build relationships across the business.
• Have great communication skills and have the ability to engage stakeholders.
• Have experience of successfully managing a PMO in a dynamic environment.
• Have experience of building successful relationships with key project stakeholders.

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.

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.
Customer Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Resource Planning Analyst

Job Ref: DJPF1236
Job Title: Resource Planning Analyst
Location: Stockport, Manchester
Salary: Up to £24,000 Plus Benefits
Employment Type: Permanent

My Client is looking for an experienced Resource Planning Specialist who will form part of the team and be responsible for the optimisation of the customer contact strategy. You must have an excellent understanding of inbound / outbound / back office forecasting and planning techniques & technologies. You should also be able to demonstrate how successful deployment can deliver excellent customer experience and operational efficiency.

Some of the Responsibilities include:

• Support the design & development of standard planning models to support various business areas in delivery of performance targets. (Forecast models, Capacity Plans, Recruitment Plans, and Planning Packs etc.)
• To capture and understand the needs of internal / external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight Reporting.
• Create accurate analytical and predictive models and effectively present them in readable format using visualisation methods.
• Work with MI to create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge and insight.
• Creation and accountability of monthly, weekly, daily and interval level forecasting for all Front & Back Office Departments, ensuring variances are within tolerance.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.

If you are interested to apply:

• Experience of Contact Centre Planning & Forecasting
• Must have experience of workforce management systems
• ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring,
• Excellent written and verbal communication skills
• Advanced excel skill
• 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.