Resource Planning Specialist

Job Ref: DJPF1270
Job Title: Resource Planning Specialist
Location: Stoke on Trent, Staffordshire
Salary: Up to £35,000 + Bonus + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Specialist. Reporting directly to the Operations Manager, the main responsibility of this role is to manage the Resource Planning function for the Customer Support Team.

Some of the Responsibilities include:
• Calculate resourcing levels within a complex, constantly changing customer operation so that customers consistently receive world class customer experiences from the operational teams.
• Manage the creation, publishing and adherence to all relevant working schedules
• Ensure operational shrinkage is well understood by all stakeholders and planned for.
• Perform continual analysis of current performance and conduct real time re-forecasting to make necessary adjustments to resourcing plans.
• Analyse resource information to identify trends and provide meaningful insight to the operation.
• Analyse, review and communicate individual and team performance to ensure to adherence to schedules and work with stakeholders across the business to ensure this is sustained.
• Seek to continually evolve all planning, forecasting and resourcing processes and systems, with an emphasis on service accessibility and quality.
• Produce regular management reporting and presentations that supports key decision-making for headcount requirements, budget forecasting and project costing.

If you are interested to apply:
• Instinctively service-orientated, you should be able to demonstrate a thorough knowledge and passion for Contact Centre and operational environments and the dynamics that impact operational performance.
• Recent and demonstrable experience in planning, forecasting and resource optimisation in a customer operation or contact centre environment.
• Attention to detail, high levels of numeracy, strong verbal and written skills and a creative style are essential for this role.
• Ability to adapt forecasting and planning methodologies to a variety of inbound, outbound and back office operational functions.
• The ability to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging environment.
• Excellent reporting and presentation skills with a demonstrable expertise in Ms Excel and other analytical tooling.
• A general understanding of Contact Centre Workforce Management scheduling systems would be highly desirable.

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 Manager

Job Ref: DJEM1010
Job Title: MI Manager
Location: Peterborough
Salary: up to £40,000 plus & Benefits
Employment Type: Permanent

This is an excellent opportunity for an experienced MI Manager to join a brand-new team, responsible for ensuring MI reports are published as required to the appropriate stakeholders and for managing the development of new reports as required.

Responsibilities include:
• Line management of the MI team
• Responsible for tracking MI development requests
• Assist in the development of MI reporting solutions and data structure
• Deliver against the MI Strategy
• Ensure MI Projects are delivered on time and to budget

Experience required:
• Line managed an MI Team previously
• Ability to gather, collate and define MI requirements from stakeholders
• Programming in SQL Server
• Advanced Excel
• Previous experience in using Gentrack Velocity is desirable

Overall, they are looking for an experienced MI Manager who is able to build a function from a fairly immature level.

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.

Data Operations Team Manager

Job Ref: DJHB1014
Job Title: Data Operations Team Manager
Location: Brighton
Salary: Up to £35,000 per annum plus benefits
Employment type: Permanent

Are you an experienced people manager with a natural flair for developing teams and departments?
Are you looking for an opportunity to work within a fun an inclusive environment?
Do you have experience in the delivery of data operations within a utilities environment?

If so, this could be just the role for you.

We’re working closely with a leading utilities business who are looking to add a team manager into their growing business.

Working as part of an existing team in a new divisional role, you will be responsible for 9FTE at analyst level; supporting the team in the delivery of projects and managing the projects.

You will be responsible for:
• Process improvement – identifying and creating the solution.
• Change management within the evolving department.
• Collating, delivering and reporting upon KPIs within the team.
• MI Report processing
• Coaching and training a team of dynamic analysts
• Managing and developing the team through training, coaching and development.

You will ideally be:
• Experienced in the back-office customer journey
• From a dataflow / settlements background; ideally within a Utilities environment.
• Used to working with and resolving disputes.
• Managing the CRM – identifying and troubleshooting exceptions within the billing system.

It’s important in this position that the successful candidate has a customer-centric attitude towards their work; and that problem-solving and communication skills are a core strength.
The role will be based in a fantastic office setting, and you will have the opportunity to work with a fantastic team of individuals within an interesting and vibrant workplace.

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.

Reporting Analyst – HR

Job Ref: DJPF1264
Job Title: Reporting Analyst – HR
Location: London
Salary: £40,000
Employment Type: Permanent

As a HR Data Analyst, you will assist in the support and development of the Strategic Workforce Planning models and support of members of the wider HR Reporting team. You will provide and take a lead in the development of a range of regular HR management information in a timely, accurate and efficient manner and ensure delivery within service level agreements.

Some of the Responsibilities include:
• To interpret complex customer requirements in order to provide clear and concise HR and payroll ad-hoc reporting in a courteous, timely, accurate and efficient manner and in line with service level agreements.
• To process and take a lead in the development of organisational management administrative services in a timely, accurate and efficient manner and ensuring delivery within service level agreements.
• Process and develop other system administrative services supported by the team in a timely, accurate and efficient manner
• Identify opportunities through which to deliver process efficiency and develop business proposals through which to communicate and deliver the change.
• Assist with the Management of the Annual Long Term Manpower Planning models
• Provide inputs into the annual Financial Medium Term Planning, budgeting and Regulatory Return processes

If you are interested to apply:
• Good understanding and experience of working with relational databases and sensitive data.
• Good all round IT skills – with intermediate/advanced Excel, Word, Powerpoint.
• SAP HR and broader systems knowledge, awareness and experience
• Demonstrates the ability to communicate to all levels and explain complicated information clearly both verbally and in writing, interacts with confidence.
• Ability to tackle challenging issues and breaks them down logically.
• Demonstrate an interest in self-development and the ability to maximise learning opportunities
• Good communication and written skills.
• Ability to produce reports and analysis in a suitable and concise language to the highest of standards with attention to detail and accuracy.

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

Job Ref: DJPF1258
Job Title: Management Information Analyst
Location: London – South East
Salary: £45,000 – £55,000 dep on experience
Employment Type: Permanent

As an MI Analyst you will support the Customer Contact Centre by being responsible for creating, developing and maintaining the specific dashboards and scorecards. Using analysis and interpretation you will influence management in their respective operational decision making.

Some of the Responsibilities include:
• Produce daily, weekly, monthly, quarterly and annual reports on CCC performance against KPIs for review by team leaders and senior management
• Owner of all contact centre operational reporting and insight.
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Proactively analyse and manipulate output data to identify trends, patterns and anomalies to produce recommendations on process improvements.
• Work with the Resource & Planning Analyst to provide recommendations on resource planning

If you are interested to apply:
• Experience of having produced and presented impactful Management Information (MI) for large complex organisations. Preferably in a contact centre environment.
• The ability to present complex information to senior audiences with confidence
• Excellent proven oral and written communication and interpersonal skills, with experience of liaising with senior stakeholders (including understanding Customer requirements) and ability to communicate with employees at all levels and across multiple sites.
• Advanced Excel skills with experience of data and system analysis including the generation of reports (pulling information from a variety of sources and experience of proving data based insight and recommendations for use at all management levels)
• Ability to strategically align MI priorities with business objectives, and enhance MI reporting infrastructure

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.