Resource Planning and Reporting Analyst

Job Ref: DJPF1299
Job Title: Resource Planning and Reporting Analyst
Location: Essex, South East
Salary: Up to £27,500 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning and Reporting Analyst to assist the Planning Manager with the end to end Resource Planning for their Customer Operations Department.

Responsibilities include:
• Produce accurate resourcing forecasts, management reports and analysis.
• Create resource plans including scheduling rotas and shift patterns and supporting the real-time operation of the department.
• Use workforce management tools to optimise resource planning and scheduling processes, to achieve our service levels.
• Manage the production of departmental reporting requirements, including monthly department packs, daily / weekly reporting and/or dashboards.
• Producing clear and easy to understand reports that communicate complicated data analysis and findings to non-technical audiences.

If you are interested to apply:
• Resource Planning experience within a Contact Centre Environment
• Advanced Excel skills with the ability to interpret, enhance and optimise Management Information reporting conducted via multiple Excel spreadsheets.
• Proven experience of working with Workforce Management systems to plan and forecasting contact centre resourcing needs.

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.

Customer Insight Manager

Job Ref: DJPF1297
Job Title: Customer Insight Manager
Location: East Midlands
Salary: Up to £55,000 + Benefits
Employment Type: Permanent

My client is looking for a Customer Insight Manager to mentor a specialist analytics team that will produce actionable insight that informs executive level decisions across their Customer Operations.

Responsibilities include:
• Gathering and interpreting ever-changing customer interaction and business performance data.
• Extracting key findings from data and translating it into actionable information
• Independently updating and reporting on business performance, improving our regular insights processes (creating high-quality dashboards and data visualisations using Power BI and other tools).
• Presenting insight to senior stakeholders with confidence and clarity.

If you are interested to apply you will need:
• Experience of statistical analytics, data science and predictive/prescriptive insight generation (as distinct from MI/reporting).
• Experience in unstructured data analysis (Speech/Text Analytics) and data modelling are essential,
• A proven track record managing senior stakeholders and delivering actionable insight at this level.
• At least 5yrs of practical, hands-on experience in delivering insight at a senior level.
• An expertise in extracting relevant data from multiple, complex sources coupled with an excellent understanding of Contact Centres and their commercial drivers.
• A broad understanding of typical KPI’s for Customer Centric organisations and their interdependencies.
• A track record of having used statistical models to drive measurable business benefits.
• An expert in Speech and Text analytics tools, data visualisation, SQL, Power BI, Access, Excel & PowerPoint.

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.