Resource Planning Manager – Demand Planning

Job Ref: DJPF1200
Job Title: Resource Planning Manager – Demand Planning
Location South West
Salary: £60,000 Plus bonus of up to 20%, a car allowance, private healthcare and an excellent pension
Employment Type: Permanent

As Demand Planning Manager you will lead a team of Specialist planners to deliver industry aligned best practice with a Planning function. Deputising to the Head of Resource Planning you will help to deliver Strategy to become an award winning Planning Function.

Some of the Responsibilities include:
• Providing detailed resource plans
• Developing and maintaining exceptional relationships with key stakeholders
• Managing and supporting a forecasting team to deliver industry aligned best practice.
• Establishing yourself as a subject matter expert for the team.

If you are interested to apply:
• Contact Centre and Back Office Planning experience
• Excellent Forecasting Experience
• Workforce Management Tools
• Excel Experience

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.

Management Information Manager (MI Manager)

Job Ref: DJPF1194
Job Title: Management Information Manager (MI Manager)
Location North West
Salary: £55,000 plus Bonus and Benefits
Employment Type: Permanent

The Management Information Manager will be responsible for the development and execution of reporting to support the Contact Centre to delivery excellent customer service and achieve service delivery Targets. The successful MI Manager will lead a team of professionals of MI Developers and Analysts.

Some of the Responsibilities include:
• Design and own the data development and management strategy
• Develop, own and evolve the analysis and reporting process, constantly challenging and stretching the collective team’s capability through the search for and implementation of best practice, new tools and new ways of working
• Provide the right data and support development of reporting to ensure full accountability of Strategic Outsource Partner in line with shared service agreements
• Working with the wider Central Support team and Operation to specify and standardise key performance indicators and insights to ensure consistency of understanding in support of driving business improvements.

If you are interested to apply:
• Experience of working within a contact centre environment
• Understanding of what data is needed and how to build teams to drive positive change within the contact centre environment
• Experience of using some or all the following: SQL, DAX, SAS, Python, PowerBI
• Experience of leading and developing a team of MI Specialists

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.

Operations Manager

Job Ref: DJKG1240
Job Title: Operations Manager
Location Stoke
Salary: £40k to £50k plus performance bonus and outstanding benefits
Employment Type: Permanent

My client is looking for an experienced Operations Manager who is a proven leader. You will be responsible for the day to day running of a large team within the Entertainment market. My client have been established since 2001 and are market leaders in technology within the entertainment industry and an award-winning company.

As an experienced Operations Manager some of the key responsibilities are:
• Manage Team Leaders who will oversee approx 100 fte within a 24/7 operation
• Implement and execute strategic goals within the team
• Ability to showcase new ideas and concepts and follow these through
• Monitor the consumer experience and defining excellent employee experience
• Plan and schedule workload ensure targets are met

If you are interested to apply for this Operations Manager role
You will have experience in demonstrating innovations and creativity within previous roles and be able to give evidence on implementing successful strategy plans to improve operational excellence. Commercial awareness is important, along with experience working within a fast paced, fun and community 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.

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.

Senior Product Manager – Contact Centre

Ref: DJAD1052
Role: Senior Product Manager – Contact Centre
Location: Warrington
Salary: £80k – £100k

A market leading, transforming e-commerce business is looking for a Senior Product Manager to join their contact centre environment. As a Senior Product Owner, you will lead a group of product teams across the after sales area of the website covering transparency, amendments, cancellation and Contact Centre tools and systems.

The role will be reporting directly into the Chief Product Officer and also working closely with the Contact Centre Director. As part of a fast growing company, high performers can expect extensive opportunities for career progression and development.
You need to be a highly motivated Senior Product Owner who thrives in a fast paced, collaborative environment and lives to delight the customer. You will be responsible for delivering product excellence and innovation across multiple product teams:

Key Responsibilities
• Develop a deep understanding of the current and future customer needs across all areas of the business – and how those needs interact with your product portfolio
• Work with the Chief Product Officer and other senior stakeholders to define the overall strategy and direction for your product portfolio
• Build, lead and coach a team of Product Owners
• Work with senior architects, heads of development, delivery and operations to design and deliver products and services to delight our customers
• Be accountable for the end-to-end delivery of products within your portfolio
• Work with product teams, coaches and engineering to drive continuous efficiency improvements
• Communicate with key stakeholders to keep them up to date and bought into the product development process

Key Experience and Skills
• Have a Service orientated background, ideally you will have owned products in the self – serve customer service space online and understand contact centre operations
• Be a true customer obsessive
• Have a proven track record of delivering successful, user-oriented products
• Be able to define and communicate product vision or strategy to others
• Be commercially aware and have a strategic mind, able to identify business opportunities and deliver against them
• Have great organisational skills, able to manage and deliver multiple products and projects simultaneously
• Understand what an exceptional user experience entails and how to deliver it whilst balancing against other competing priorities
• Have experience of driving product development through all phases of the product lifecycle

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.

Head of Customer Strategy

Job Ref: DJMA1748
Job Title: Head of Customer Strategy
Location: South East, (North and East London, Northern Home Counties area)
Salary: £75-85,000 base plus bonus bens

This is a great opportunity for a customer service and strategic leader to join this ambitious utility based organisation and help develop a customer proposition and strategy which will help them become a differentiated provider in their market place, to develop and retain existing customers and win new contracts.

Working with large, complex, blue chip (B2B) utility organisations, you will be the point of contact for client stakeholders from board, Director and Managerial level. Understanding their customer requirements and future propositions, will be key to building, developing and delivering an internal strategy which puts the customer front and centre across regional and field based operations.

This is a matrix management position, which will require a high level of influencing skills, as you drive effective behavioural change across the entire business.

You will be part of the senior management team, reporting into the Managing Director. This position will lead on strategic developments, acting as the voice of the customer to build and gather insight and analytics from large amounts of data to present a compelling story and need for change, highlighting risk, reward, compliance and opportunities for future strategy development.

You will be responsible for developing a robust service management mandate which can be monitored for compliance and performance across internal and external partners and developing an effective on-going training and development plan to drive customer service thinking across all business areas.

If you are interested in applying for this position, you will have proven experience leading a customer proposition and strategy, ideally with experience of the B2B, client and contract management space, and with experience within the Utility, Gas, Energy and Water markets achieving a performance uplift and enhanced customer service and experience.

A strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required across a diverse and wide business.

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, 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.