Resource Planning Analyst

Job Ref: DJPF1286
Job Title: Resource Planning Analyst
Location: Manchester, North West
Salary: £24,000 Per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Analyst to join a newly created resource planning team. This is a great opportunity for the right business and customer focused individual to join a team to further support growth across all call centre teams.

Some of the Responsibilities include:
• Work with the operation teams to create and evolve department level schedules, including internal shrinkages.
• Influence and guide Team managers across the business to assist with delivery and performance through detailed analysis and reporting.
• Maximise the use of workforce management tool to ensure that effective resource plans are developed.
• Provide detailed analysis for “what if” scenarios.
• Manage the process and provide impact assessment of business changes.

If you are interested to apply:
• Experience of Contact Centre Planning and scheduling
• Must have experience of workforce management systems
• Excellent written and verbal communication skills
• Advanced excel skill
• Ability to translate complex data into management information

To apply for this position please forward a copy of your CV to us. 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 Resource Planning

Job Ref: DJPF1284
Job Title: Head of Resource Planning
Location Cardiff, Wales
Salary: Up to £60,000 + Benefits
Employment Type: Permanent

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

Some of the Responsibilities include:

• Demonstrating strong people and operational leadership skills.
• Forecasting volumes based on demand and planning team rotas accordingly.
• Positively influencing and contributing to the team culture.
• Reporting MI accurately, analysing the root cause, and making recommendations.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Resource Planning function.

If you are interested to apply:

• Accountable leader with strong customer focus.
• Experience managing teams in a large 24/7 contact centre environment.
• Ability to train teams and adapt to training styles.
• Ability to adapt to, and lead teams through change.
• Excellent written and verbal communication skills.
• Ability to balance workload and schedules with multiple priorities.
• A good knowledge of Contact Centre technologies.
• Expert knowledge of Contact Centric metrics and their calculation.
• Expert knowledge of Workforce Management software and its application in the Contact Centre.
• Expert Excel skills (able to create macros, use VBA, create pivot tables and apply common excel functions
• Expert modelling skills in forecasting volume and work-load requirements.
• Strong interpersonal skills.

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: DJPF1282
Job Title: Resource Planning Analyst
Location Plymouth, South West
Salary: Up to £25,000 + Benefits
Employment Type: Permanent

My client is looking for a Resource Planning and Dialler Analyst to support in creating effective resource plans that are based on data inputs from all areas of the business. You will be required to analyse data, recommend strategies and build forecasts based on call volume and length.

Some of the Responsibilities include:

• Inbound and Outbound Resource planning
• Work collaboratively to ensure data & resource are applied to optimise dialling in a compliant and efficient manner
• Operational monitoring of relevant technology
• Proactively identify performance challenges across the operation
• Ensure you remain compliant and adhere to all company policies and regulations

If you are interested to apply:

• Proven track record of working with stakeholders to understand requirements
• Target driven, ability to assimilate KPIs and build strategies around these KPIs
• Good communication & interpersonal skills at all levels
• Strong excel skills – VBA and MS Access (desirable)
• Resource Planning experience (desirable)

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.