Real-time Analyst

Job Ref: DJPF1276
Job Title: Real-time Analyst
Location: South East London, South East
Salary: Up to £30,000 + Benefits
Employment Type: Permanent

My client is looking for a Real-time Analyst who will be responsible for delivering real time support for resource allocation and activities in the Contact Centre. Working with the Resource Planning & MI Manager you will prioritise demand and assign customer service advisor resource where it is needed.

Some of the Responsibilities include:
• Monitoring and analysing all contact centre real time activity including; adherence to schedules against planned activities, Agent activity, contact channel volumes and delivery.
• Accountability for real time decision making and taking appropriate action for coordination of staffing allocation and availability of call centre staff to ensure contact centre service level objectives are achieved.
• Owning the real-time communications by providing regular updates and facilitating real-time discussions. In order to maximise productivity of activity as per the resource plan.
• Managing daily activities and reallocation of staffing as per on the day customer demand and contact, shrinkages and any unforeseen circumstances.
• Working with resource planning to continuously refine and improve the planning process.

If you are interested to apply you will need:
• A proven track record and experience in a Real-time Analyst role
• Strong analytical and strategic thinker
• Ability to quantify numerical data and translate to various stakeholders
• Communication & influencing skills: must be highly credible in influencing stakeholders
• Proven verbal and written communications skills
• Organisational skills: able to prioritise and co-ordinate workloads
• MS Office
• Proven track record & experience in a Real-time analyst role
• Experience of using a telephony & WFM system – 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.

Resource Planning Analyst

Job Ref: DJPF1274
Job Title: Resource Planning Analyst
Location : Lancashire, North West
Salary: Up to £27,500 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning Analyst who will play an integral role in a growing planning team. You will be responsible for Creating effective resource plans. You will Analyse data, recommend strategy and build forecasts based on volumes and average handling times.

Some of the Responsibilities include:

• Work collaboratively to ensure data & resources are applied to optimise capacity such as economic and seasonal trends, regulatory changes and historical patterns
• Back office resource planning, forecasting, model production & monitoring to provide accurate resource forecast to minimise cost & maximise revenue
• Proactively work with clients to set resource plans based on forecasts so service levels are achieved
• Produce & analyse resource and capacity based MI
• Proactively identify performance challenges & propose remedial actions
• Organise, prioritise & delegate workloads effectively, ensuring work is accurate and timely everyday
• Work closely with stakeholders ensuring you are the subject matter expert for resource planning related processes, promoting buy in and understanding
• Ensure you remain compliant and adhere to all company policies and regulations
• Monitor effectiveness of resource plans, apply learnings to forecast models
• Proactively intervenes in the event of issues arising when plans are live and uses mitigating action where appropriate

If you are interested to apply:

• Previous experience of working in a similar role
• Forecasting and capacity management experience
• Good communication & interpersonal skills at all levels
• Ability to assimilate data and provide recommendations
• Intermediate to expert in Excel, good knowledge of MS packages
• Knowledge of WFM tools and how they are applied within the business
• Knowledge IVR call routing

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 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.