Resource Planning Manager

Job Ref: DJPF1211
Job Title: Resource Planning Manager
Location Coventry / West Midlands
Salary: £42,000 Plus Benefits
Employment Type: Permanent

As Resource Planning Manager you will be part of the Customer Service management team, you will take ownership of the strategy, development and long-term success of the Resource Planning team. Planning the effective utilisation of the Customer Service workforce carrying out forecasting, scheduling and real-time analysis.

Some of the Responsibilities include:
• Determine and communicate staff capacity and roster requirements;
• Ensure recommendations to best use staff to achieve KPIs, targets and mandates are provided to the business;
• Ensure appropriate level of training/catch-up hours are available;
• Managing and developing your own team of Resource Planning Analysts;
• Budget modelling responsibility for the contact centre;
• Creating new and innovative forecast and capacity models
• Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems;
• Contribute to improving the business and enhancing the reputation of the company by putting forward new ideas and by implementing change when requested to do so.

If you are interested to apply:
• Strong experience in team management and effective resource planning;
• Good knowledge of Workforce Management tools, Word, Excel and Access databases;
• An in-depth understanding of manual forecasting methods and formulas;
• Strong communication, collaboration and influencing skills to work at all levels from Director to Agent and external third parties;
• Work in a fast paced and pressurised environment, dealing with a high volume of calls;
• Have high standards of accuracy and attention to detail;

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 Planner – Field Based Planning

Job Ref: DJPF1205
Role: Resource Planner – Field Based Planning
Location: Warwick
Salary: £23,000
Employment Type: Permanent

My client is looking for a Scheduler to work within their operations support team. The successful candidate will be responsible for effectively scheduling the engineer’s diaries daily, including setting up and ordering parts for further visits when required. You will be working in a team of planners to ensure that all work is planned for effectively. This is a great opportunity for someone who has some planning experience and is looking for a new challenge in a company with great opportunities and career growth.

What experience do I need?
• You will have experience within a similar role as a planner or scheduler
• You will need to be able to demonstrate knowledge and experience of scheduling and planning applications
• You will be able to demonstrate previous experience within a production planning or work force scheduling role.
• Good PC skills, knowledge of Windows, Microsoft Word, Excel and Planning tools

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.

Contact Centre Manager

Ref: DJKG1235
Job Title: Contact Centre Manager
Location: South East
Salary £30k to £40k

Opportunity to join a well-established progressive company as a Contact Centre Manager

This is very much operationally led and you will report into the Chief Operating Officer with the main responsibility to oversee the daily operations of the contact centre.

The Role:

This role will involve managing workload and resource planning along with training and development of the contact centre teams working on various work management systems

Some of the duties are:
• Scheduling resources for the contact centre
• Managing the work flow and re-assigning any acquired work
• Manage, lead and motivate the teams conducting regular meetings and training
• Looking at new ways to improve customer service
• Ensuring reports are delivered regularly

The Candidate

You will need to have at worked within a multi-channel function and be used to working with customer escalations – any start up experience is also an advantage
• Experience in managing rotas and workload
• A strong influencer and communicator
• Any experience in troubleshooting and success stories – showing that added value
• Thrives on working in a fast-paced environment

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.

Contact Centre Manager

Ref: DJKG1235a
Job Title: Contact Centre Manager
Location: Essex

Opportunity to join a well-established progressive company as a Contact Centre Manager

This is very much operationally led and you will report into the Chief Operating Officer with the main responsibility to oversee the daily operations of the contact centre.

The Role:

This role will involve managing workload and resource planning along with training and development of the contact centre teams working on various work management systems

Some of the duties are:
• Scheduling resources for the contact centre
• Managing the work flow and re-assigning any acquired work
• Manage, lead and motivate the teams conducting regular meetings and training
• Looking at new ways to improve customer service
• Ensuring reports are delivered regularly

The Candidate

You will need to have at worked within a multi-channel function and be used to working with customer escalations – any start up experience is also an advantage
• Experience in managing rotas and workload
• A strong influencer and communicator
• Any experience in troubleshooting and success stories – showing that added value
• Thrives on working in a fast-paced environment

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.