Head of Resource Planning

Job Ref: DJPF1280
Job Title: Head of Resource Planning
Location Swindon, South West
Salary: Up to £85,000 + Car allowance + Excellent Bonus + Benefits
Employment Type: Permanent

We are currently recruiting for a Head of Resource Planning for an exciting brand based in Swindon. You will manage and motivate a team of Planning Specialists within a contact centre environment.

Some of the Responsibilities include:

• Managing operational resource planning and scheduling for all areas of the business including contact centres, back office functions, billing and collections and complaints teams with a mix of inhouse and outsourced operations. The remit will cover long term, midterm and short-term planning as well as scheduling and intraday resource management.
• Driving a culture of continuous improvement and high performance where data driven insight informs decision making through collaboration across insight, change and operational teams.
• Manage operational performance for the Customer Service Centres by coordinating resources and skills to deliver key customer Performance Metrics.
• Measure the Real Time Teams contribution to overall service performance and articulate the benefits.
• Provide insight and analysis relating to performance drivers

If you are interested to apply:

• Experience in leading large Contact Centres planning and forecasting functions
• Previous leadership and relationship management experience
• Ability to influence at all levels
• Enhancing quality and depth of operational performance data to drive insight and informed decision making across operational areas.

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.

Business Intelligence Analyst / Reporting Analyst

Job Ref: DJPF1277
Job Title: Business Intelligence Analyst / Reporting Analyst
Location Swindon, South West
Salary: Up to £30,000 + Benefits
Employment Type: Permanent

My client is looking for a Business Intelligence Analyst who will support the organisation in improving customer satisfaction. You will use Insight and analytics to identify the underlying causes of customer dissatisfaction.

Responsibilities include:
• Support in the identification of the underlying drivers of customer dissatisfaction and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future.
• Prepare insight from analysis on complex data to identify skill gaps or broken processes & procedures with recommendations for possible fixes.
• Work with the team to drive through improvements recommended as a result of insight analysis, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience and drive revenue enhancement opportunities
• Demonstrate an ability to influence peers and present findings and recommendations both formally and informally to drive action.

If you are interested to apply:
• Experience in collating information and data and delivering insight into with actionable plans.
• Strong analytical skills
• Problem solving.
• Experience of analytical applications such as Business Objects, SSRS, Power BI or similar.
• Experience of using SQL is desirable, although training will be provided.

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: DJPF1272
Job Title: Resource Planning Manager
Location: Dorset, South West
Salary: Up to £35,000 + Benefits
Employment Type: Permanent

An exciting opportunity has arisen for a Resource Planning Manager who is responsible for leading a team of resource planners to deliver the operational plan ensuring SLAs and KPIs are achieved. If you are an experienced Resource Planning specialist with experience of leading a team and looking for a new and exciting role then is for you.

Some of the Responsibilities include:
• Manage and support a team of technical expert direct reports
• Stakeholder management at all levels including TL, Ops Managers, Site Heads, L&D, HR and Data teams
• Understand the Month Ahead plan, taking necessary actions to deliver the required resource profile to deliver results
• Own the Week Ahead process and statement, reviewing performance month to date and re-forecasting performance for the rest of the month, taking actions to optimise output
• Complete the monthly planning cycle through ownership of the Day Ahead and real time process to deliver service level and income
• Manage shrinkage thresholds, yearly/monthly/weekly/daily, to deliver required resource
• Manage real time call performance and delivery of agreed service levels, making resource changes to optimise call performance

If you are interested to apply:
• 3 years resource planning, scheduling and real time management experience with a proven track record in managing and optimising WFM systems.
• Line management and people development experience
• Full understanding of business targets with focus on delivering commercial results
• Intermediate Excel skills
• Excellent stakeholder engagement

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.