Resource Planning Analyst

Job Ref: DJPF1203
Job Title: Resource Planning Analyst
Location London
Salary: £30,000 + Excellent Benefits
Employment Type: Permanent

As a Real-Time Analyst you will be part of a New 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.

Resource Planning Manager – Short-term Planning

Job Ref: DJPF1201
Job Title: Resource Planning Manager – Short-term 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 Short-term 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:
• Develop and maintain exceptional relationships with key stakeholders to ensure your functions are perceived in line with the high expectations placed upon them.
• Manage and support a scheduling team to deliver industry aligned best practice, ensuring optimisation of Demand & Supply across all supported areas.
Ensure that our WFM solution (Verint i360) is utilised at the highest level, providing challenge and support where required.
• Manage and support a Real Time Team that puts the customer at the heart the business, ensuring core metrics are delivered and utilisation of resources is professionally optimised.

If you are interested to apply:
• Contact Centre and Back Office Planning experience
• Excellent Planning Experience
• Real-time Management
• Workforce Management 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 – 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.

Resource Planning Analyst

Job Ref: DJPF1158
Role: Resource Planning Analyst
Location: Bedford
Salary: £30,000

My client is looking for an experienced Resource Planning Analyst to help plan for their customer contact across a wide range of channels. You will be working in an end to end planning environment and will be responsible for all aspects of the resource plan including forecast, Scheduling and Real-time Planning.

Responsibilities:

• To compile accurate daily, weekly and monthly forecast plans
• Proactively monitor and adjust medium-long forecast plans
• Pro-actively provide ‘what if’ scenarios and recommendations to key stakeholders through weekly, monthly meetings.
• Maintaining the Workforce Management tool, updating schedules and adhoc requirements.
• Analyse trends to use in future forecasts for volume, AHT, shrinkage, absence and adherence

The successful candidate will have experience of Resource Planning in a contact centre environment and be passionate about planning and wanting to learn and develop their career. You will have working experience of using both Excel and WFM tools to help you plan.

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.