Resource Planning Manager

Job Ref: DJPF1222
Job Title: Resource Planning Manager
Location: East Midlands, Northamptonshire, Cambridgeshire
Salary: £45,000
Employment Type: 12 Month FTC

This is a 12 month FTC for an experienced Resource Planning Manager to manage a team of Analysts to deliver end to end Resource Planning within a multi-channel Contact Centre operation.

Some of the Responsibilities include:
• Leading the team to ensure resources are effectively deployed across all business areas through the delivery of the planning cycle for telephony, back office and retail activities within a multi-skilled & multi-site operation
• Anticipating business needs and requirements through monitoring and analysis of trends and data, in order to provide mitigation options to the Operation
• Driving continuous improvement in all processes and systems used within Scheduling & Forecasting.

If you are interested to apply:
• Ability to translate & implement plans
• Be able to work with all teams across the group to promote the benefits of effective planning and display the appropriate leadership qualities while doing so
• Extensive knowledge of Workforce Management systems and working knowledge of telephony applications
• Ability to analyse complex situations and data and take rapid remedial action
• Extensive knowledge of Verint Workforce Management systems and working knowledge of Avaya telephony applications

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 Manager

Job Ref: DJPF1221
Job Title: Resource Planning Manager
Location: Edinburgh, Scotland
Salary: up to £45,000 + 20% Bonus plus Excellent Benefits
Employment Type: Permanent

My client is looking an experienced Resource Planning Manager to work within their Multi-channel Contact Centre. As Resource Planning Manager you will manage the operational demand and staffing plan that ensures customer service levels throughout all functions of customer experience are kept to a high standard.

Some of the Responsibilities include:
• Forecasting and capacity planning for all Customer Service areas.
• End to End resource planning including Forecasting, Scheduling and Real-time
• Design and deliver a real time delivery team ensuring full control for all demand into the business is fully visible and measured against plan.
• Design and deliver a full intraday delivery profile for call and social media delivery.
• Own and manage the WFM system (Verint), being the business subject matter expert building relationship with external vendor and continually keeping the technology ahead of the curve.
• Own the telephony system strategy architecture responsible for technical IVR build, customer experience journeys, queue control, access control and business contingency planning.

If you are interested to apply:
• Proven experience of operational contact centre management, resource planning and business analysis in a similar role with experience of managing a team.
• Previous experience of resource planning tools and other Contact Centre system management and reporting technologies.
• Excellent communication and interpersonal skills with the ability to build strong working relationships across the business at all levels.
• Excellent relationship management skills internally and externally with the ability to balance demands and pressures. Track record in influencing senior stakeholders.

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 Manager

Job Ref: DJPF1762
Job Title: Resource Planning Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Resource Planning Manager to take the helm and design, build and develop a forward thinking, strategic, best in class resource planning support function for a multi-channel, digitally aligned and rapidly growing, soon to be multi-site customer contact operation.

The Resource Planning Manager will need to develop an effective and robust team and processes to enable highly effective, forecasting, scheduling and real time activities in a fast paced and demanding environment, with little historical MI and data to date.

Looking to the future the Resource Planning Manager will be developing tools and systems, taking a manual resource planning team and function across to an automated, evolving system which should deliver further improvements and efficiencies.

Excellent stakeholder relationships will be required as you build and establish your and your teams reputation as the ‘go to’ function to help with all strategic, future, current and on the day thinking and operational delivery.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Resource Planning Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Analysts to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

If you are interested in applying for this position, you will need a proven track record as a Resource Planning Manager, preferably within a scaling business, with experience of both manual and automated forecasting, workforce management and resource planning. The ability to see and communicate the trends within the data, identifying key business decisions and improvements in resourcing strategies, shifts and future strategies will be key.

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 organizations, 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.

Resource Planning Manager

Job Ref: DJPF1192
Job Title: Resource Planning Manager
Location: Liverpool
Salary: £45,000 plus benefits
Employment Type: Permanent

My client is looking for an experienced Resource Planning Manager to manage the end to end planning process for their Contact Centre. As Resource Planning Manager you will manage a team of Analysts to maximise the effectiveness of the resources and delivering exceptional customer service.

Some of the Responsibilities include:
• Responsible for the delivery of accurate Forecasting & Planning
• As Resource Planning manager you will manage the Forecasting and Planning function ensuring effective utilisation of resources whilst delivering to business KPIs
• Provide technical expertise and support to the function and site
• Work with the Operational teams to ensure effective staffing cover against expected volume delivery at all times
• Providing analysed data and insight to support strategy and optimisation of business performance.

If you are interested to apply:

• Extensive Forecasting & Planning experience in a fast moving, multi-channel contact centre environment.
• Ability to build and present accurate reports
• Advanced Excel knowledge is essential; database experience is highly desirable, together with generic MS Office skills
• Experience of using a Call Management system
• Experience using Resource Management software

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.