Real-Time Manager

Job Ref: DJPF1218
Job Title: Real-Time Manager
Location Leeds
Salary: £35,000
Employment Type: Permanent

As Real-Time Manager you will ensure the delivery of exceptional levels of planning, deploying appropriate resource to meet business needs and you will lead the consistent achievement of service level requirements. Managing & motivating a team of Real-Time Planning specialists, where applicable.

Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at optimum level. Interacting and influencing key stakeholders is a necessity at all levels, including Senior Management and Support Teams.

Some of the Responsibilities include:

• To lead and develop a team of Real-Time Analyst, producing exceptional levels of resource optimisation and workload management.
• Complete regular performance and wellbeing reviews with individual team members
• Drive operational performance & efficiency
• Drive Intraday/real-time issue resolution and planning
• Identify & react to opportunities for continuous improvement
• Review, analyse, and present on various elements of planning & performance
• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
• Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Create, develop, and deliver analysis to a wide range of stakeholders.
• Ensure findings from real time analysis are fed through to the end to end planning process.
• Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.

If you are interested to apply:
• Previous experience in a planning
• WFM systems
• MS Excel
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Ability to build relationships and networks at all levels
• Good understanding of call centre type statistics and systems

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: DJPF1217
Job Title: Real-Time Analyst
Location Leeds
Salary: £25,000
Employment Type: Permanent

As Real-Time Analyst you will support the operational business to flag issues, patterns and opportunities relating to performance and achievement against SLAs/KPIs. The role will focus on day-to-day issue identification and resolution.

Some of the Responsibilities include:
• Effective management of work queues, across all customer channels
• Drive operational activity & performance
• Drive Intraday/real-time issue resolution and planning
• Identify & escalate issues around shift & schedule adherence
• Review, analyse, and report on various elements of planning & performance

If you are interested to apply:
• Previous experience in a planning
• WFM systems
• MS Excel
• Good knowledge of workforce management processes and principles
• Strong numerical background
• Ability to build relationships and networks at all levels
• Good understanding of call centre type statistics and systems

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: DJPF1213
Job Title: Resource Planning Manager
Location: London, South East
Salary: £45,000
Employment Type: Permanent

As Resource Planning Manager you will be responsible for setting up the Planning function within this growing Contact Centre. You will Install and deploy a new WFM system into the business. You will be responsible for the Forecasting, planning and intraday operation of agent activity within a multi-site, multi-lingual call centre, ensuring sufficient resources to consistently achieve service levels and KPI’s across all business channels.

Some of the Responsibilities include:
• Project manage, integrate and deploy a new WFM system into the business from initial set up stage
• Develop and manage capacity planning for all business channels across the contact centre.
• Deliver flexible schedules to the contact centre
• Monitor and review the effectiveness of forecast plans against actual performance, communicating results, recommending improvements, and providing consultative support to Managers
• Achievement of KPIs in line with company strategy.
• Manage real time activity to enhance intraday effectiveness
If you are interested to apply:
• Resource Planning and analytics background with experience in leading multi-channel forecasting and scheduling
• Good problem solving and decision-making skills
• Strong influencing and objection-handling skills
• Excellent planning and organisational skills
• Expertise in working with a workforce management tool
• Manipulate large volumes of data quickly & accurately

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: 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.