Forecasting Manager

Job Ref: DJPF1231
Job Title: Forecasting Manager
Location South West
Salary: £25,000 – £35,000
Employment Type: Permanent

My client is looking for a Forecasting Analyst to work within their Resource Planning team. The successful candidate will have experience with building capacity plans and budgets. The role is based multi-channel contact centre operation.

Some of the Responsibilities include:
• Short and long-term capacity planning
• Lead and develop your team by optimising their skills
• Utilise Activity Based Costing information into short term forecasts
• Build an attrition model and plan for known staff attrition across all markets
• Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts
• Strategy development for changes in customer demand and expectations over the next 3 years
• Work strategically with the business to drive efficiency

If you are interested to apply:
• Capacity Planning
• Forecasting
• Budgeting
• Excellent Excel
• Experience of Anaplan or similar forecasting tool

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.

Senior Business Intelligence Analyst / Senior BI Analyst

Job Ref: DJPF1230
Job Title: Senior Business Intelligence Analyst / Senior BI Analyst
Location: South West
Salary: £45,000
Employment Type: Permanent

As the Senior Business Intelligence (BI) Analyst you will provide BI and analytical support to leadership and operations through the delivery of regular management information, and specific analytical projects/reports, with actionable insight.

Some of the Responsibilities include:
• As the Senior BI Analyst you will delivery regular management information with actionable insight.
• Provide ad hoc information and insight to internal stakeholders
• Help to build analytical capability within the team
• Review the quality of the work undertaken, by yourself and colleagues, to ensure analytical objectives have been met and that the data provided is of high integrity

If you are interested to apply:

• Strong track record of taking a proactive approach in identifying opportunities to improve performance and solve these through a combination of quantitative analysis and business insight, delivering clear actionable recommendations
• Confidence in building networks throughout the business, liaising at a senior level, and driving change
• Confidence using various analytical methods to deliver your work
• Highly numerate and IT literate, with a genuine passion for data
• Excellent communication skills
• Strong attention to detail
• Experience using statistical or reporting packages (e.g. R / Python / SPSS / Tableau)

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.

Real-time Analyst

Job Ref: DJPF1229
Job Title: Real-time Analyst
Location South West
Salary: £30,000
Employment Type: Permanent

As a Real-Time Analyst you will be part of a Resource Planning Function and will be responsible for the intraday management of resources ensuring the correct number of agents are deployed within a multi-channel Contact Centre. The successful candidate will also be responsible for monitoring back office workstreams.

Some of the Responsibilities include:
• Coordinating the deployment of the appropriate staffing levels so that the Contact Centre can achieve its Service Level (SL) and Key performance Indicators (KPI’s).
Adjusting intraday forecasts dependent upon information received (Sickness, Over Time request) and changes to business drivers (Marketing, System stability etc.) as the day/week progresses. Once the new projection has been established, adjusting staffing levels by leveraging break Times, Overtime, Meetings, 1 to 1s etc.
• Monitoring all incoming volumes across all queues to ensure the most appropriate staffing levels are set so that SL and KPI are balanced and aligned to agreed targets.
• Invoking action plans where unexpected events affect volumes.
• Running and analysing reports throughout the day. Making recommendations based upon those reports about actions that are needed to achieve SL and KPIs where it is likely to be missed. Instigating actions to maximise SL and KPIs when they can’t be achieved. Adjusting staffing levels according to where the analysis shows over achievement (Ad hoc meetings, Cancelling Overtime etc.).

If you are interested to apply:

• A good knowledge of Contact Centre metrics and their calculation.
• A good knowledge of Work Force Management software and its application in the contact Centre.
• Strong interpersonal skills.
• Good stakeholder management skills at a variety of levels.
• Intermediate Excel skills (able to create macros, create pivot tables and apply common excel functions i.e. Vlookup, Index and Match etc.)

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.

Forecasting Manager

Job Ref: DJPF1227
Job Title: Forecasting Manager
Location South West
Salary: £40,000 – £48,000
Employment Type: Permanent

My client is looking for a Forecasting Manager to work within their Resource Planning team. The successful candidate will have experience with building capacity plans and budgets. The role is based multi-channel contact centre operation.

Some of the Responsibilities include:
• Short and long-term capacity planning
• Lead and develop your team by optimising their skills
• Utilise Activity Based Costing information into short term forecasts
• Build an attrition model and plan for known staff attrition across all markets
• Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts
• Strategy development for changes in customer demand and expectations over the next 3 years
• Work strategically with the business to drive efficiency

If you are interested to apply:
• Capacity Planning
• Forecasting
• Budgeting
• Excellent Excel
• Experience of Anaplan or similar forecasting tool

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.