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.

Contact Centre Team Leader

Job Ref: DJHB1065
Role: Contact Centre Team Leader
Salary: Up to £32,000 per annum plus benefits
Location: Redhill, Surrey
Employment Type: Permanent

We are partnered with a growing Utilities business in Surrey who are looking to hire an experienced Contact Centre Team Leader to join their organisation.

Responsibilities will include:
• Coaching, managing and motivating advisors to provide an excellent service to customers.
• Working in collaboration with other business units to ensure continuity in service for customers.
• Taking ownership and accountability for the team’s performance.
• Providing regular reporting and insight to the Customer Service Manager to highlight any anomalies in customer contact.
• Working to achieve first contact resolution and ensuring that customers are successfully directed to the appropriate departments internally to resolve their queries.
• Creating a high performing and engaged culture through the team.
• Being the point of contact for day to day query escalation within the team.
• Focusing on delivering customer satisfaction, and complaint prevention and resolution.

You will ideally be:
• A proven leader, able to execute operational excellence aligned with best practice.
• Experience managing a team of advisors.
• Contact centre and operational awareness of systems, processes and procedures.
• Experienced in managing teams through change and system implementation would be an advantage.
• Experience working within Utilities would be advantageous, however this is not essential.

Managing an existing and time-served team within this expanding business, you will be responsible for ensuring that processes and procedures are aligned with company policy and will work very closely with the Customer Service Manager to ensure that communication is clear, concise and effective at all times.

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 any discussions or offer any assistance regarding sponsorship.

Affordability & Collections Team Leader

Job Ref: DJHB1064
Role: Affordability & Collections Team Leader
Salary: Up to £32,000 per annum plus benefits
Location: Redhill, Surrey
Employment Type: Permanent

We are partnered with a growing Utilities business in Surrey who are looking to hire an experienced Collections Team Leader to join their organisation.

Responsibilities will include:
• Coaching, managing and motivating advisors to provide an excellent service to customers.
• Working in collaboration with other business units to ensure continuity in service for customers.
• Taking ownership and accountability for the team’s performance.
• Providing regular reporting and insight to the Affordability & Collections Manager.
• Analysing, interpreting and using financial data to ensure that the team is focussed and that the business are effectively using their time.
• Creating a high performing and engaged culture through the team.

You will ideally be:
• A proven leader, able to execute operational excellence aligned with best practice.
• Experience managing a team of advisors.
• Contact centre and operational awareness of systems, processes and procedures.
• Experienced in collections activity is essential for this role.
• Experience working within Utilities would be advantageous, however this is not essential.

Managing a newly created team within this expanding business, you will be responsible for ensuring that processes and procedures are aligned with company policy and will work very closely with the Collections and Affordability Manager to ensure that communication is clear and effective at all times.

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 any discussions or offer any assistance regarding sponsorship.