Business Support Coordinator – Analyst

Job Ref: DJPF1292
Job Title: Business Support Coordinator – Analyst
Location: Birmingham, West Midlands
Salary: up to £22,000 per annum IMMEDIATE START EARLY JANUARY AVAILABLE
Employment Type: Permanent

Working with this highly regarded established organisation, you will play a pivotal role, supporting a number of business units in a resource support, scheduling and analytical capacity.
You will work to deliver the effective and efficient allocation of a field based workforce, planning visits and workload.

Working with the business functions you will co-ordinate service delivery which achieves company, client and business objectives, resolving any issues and or working to SLA’s and KPI’s.
You will need to develop a good understanding of all products system, process and procedures to offer administrative as well as scheduling and resource planning support.
Good communication and organisation skills will be required to build and maintain excellent relationships both internally and externally.
You will also be able to identify any improvements and present these findings at client or company meetings.

If you have are looking for a varied role which will give great exposure across a professional service business, you will be used to working in a client or customer service environment with good communication skills. You will be able to deal with a high volume of information and ideally have some experience of resource planning, scheduling and data analysis.

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: DJPF1290
Job Title: Resource Planning Manager
Location: Greater Manchester, North West
Salary: up to £45,000 per annum
Employment Type: Permanent

This is an exciting opportunity for a Resource Planning Manager to set up a planning and MI function from Scratch. You will manage a small team of specialists to ensure that the right people are in the right place at the right time and ensure excellent customer service can be achieved at all times.

Some of the Responsibilities include:
• Accountable for the forecasting and scheduling of resource for the contact centre, ensuring KPI’s and SLA’s are met on a daily, weekly and monthly basis.
• Responsible for the execution of the contact centre scheduling and demand management plan each day.
• Support the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.
• Produce and develop MI/BI reports

If you are interested to apply:
• An understanding of customer service and contact centre methodologies and processes
• Previous operational within a large scale multi-site contact centre
• Previous experience in both a hands on Planning and MI role
• Strong 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 Manager

Job Ref: DJPF1287
Job Title: Resource Planning Manager
Location Manchester, North West
Salary: Up to £45,000 + Benefits
Employment Type: Permanent

We are currently recruiting for a Resource Planning Manager who will be responsible for building a high performing scheduling team, creating processes and infrastructure. You will motivate, inspire, and prepare the scheduling team for long-term success.

Some of the Responsibilities include:
• Complete ownership of WFM tool including configuration maintenance, managing licences, and controlling user access.
• Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and optimise wastage/Influx.
• Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next 2-3 weeks, while also identifying risks.
• Liaise with the Forecast Analyst to ensure that all forecasted factors have been considered before the creation of staffing schedules.
• Create long and medium term staffing schedules that are legally compliant; that adequately meet the challenges of matching forecasted factors with agreed service levels; that adequately meet the work/life balance requirements of our staff; and are available for staff a minimum of one month in advance.
• Produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated, and make or recommend changes, where appropriate, to meet the demand.
• Manage and process holiday requests in a fair and reasonable manner on behalf of staff. Maintain all records of holiday allowances. Schedule appropriate items such as meetings, training, 1-2-1’s and other development time that meet the needs of our staff and our clients.
• Responsible for the onboarding of new recruits into scheduling system. Liaise with Human Resources to ensure staffing schedules are available within an adequate time-frame for new recruits and other support departments, incl. Payroll to ensure accurate recording of paid and unpaid time of all staff.
• Manage, Review and Process requests for shift changes, liaising appropriately with Operations and HR.
• Identifying own development needs in relation to current role, future plans and own personal development objectives in line with personal, departmental and company development plan.

If you are interested to apply:
• Experience in Contact Centre support role required.
• Experience of Aspect WFM tool.
• Knowledge of complexity of scheduling & intraday management in a multi skill, multi-channel, environment.
• Management Skills – delegation, communication, motivation and managing a cross site team
• Demonstrated experience and success in WFM or Operations oriented projects in Contact Centres.
• Analytical and strong communication skills are essential to be successful in this role
• Advanced skills using Microsoft Excel in a business environment
• Performance Management experience to drive effective real-time service level delivery
• Good relationship skills to collaborate with key operational stakeholders.

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.