Call Centre Helper Jobs

Resource Planning Analyst

2008-05-14 14:30:28

Location: Scotland
URL: http://www,callcentreassociates.co.uk

Description:

The Company

This is an exciting opportunity to join this internationally renowned blue chip services organisation. You will responsible for the continuous real time monitoring and scheduling adherence and then escalating any potential issues to the team Managers, senior management and the business improvement team.

The Role
Key Accountabilities of the role include:

1. Support function for team managers around resourcing issues

2. Analysing shift patterns and call volumes to flag potential issues

3. Maintenance of all staff records and schedules and ensuring all data is accurate.

4. Identifying potential issues before they occur and making the necessary changes to improve resources

5. Good understanding of call centre metrics and resource planning methods

Knowledge and Experience

• Excellent problem solving and analytical skills

• Good Verbal and written communication skills

• Strong experience of using a workforce planning methodologies

• Experience of a planning environment within a financial services organisation

• Excellent time management and ability to work on own initiative

• Intermediate user of the Microsoft applications Excel

• Knowledge of Workforce Management Software is essential

To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to; william@callcentreassociates.co.uk

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Resource Planning Manager

2008-05-09 10:46:26

Location: London
URL: http://www.callcentreassociates.co.uk

Description:

The Company

This is an exciting opportunity to a renowned company with offices based in the West London. You will be responsible to deliver and manage a team with the ability to deliver results which leads to excellent report and resource analysis within their contact centre to achieve all key performance indicators.

The Role
Key Accountabilities of the role include:

1. Deliver and manage accurate forecast models for all areas within customer services.
2. To establish a long term strategy which delivers exceptional resource management solutions from a cost perspective
3. Management and implementation of real time execution strategy.
4. Identifying potential issues before they occur and making the necessary changes to improve resources.
5. The supervision of staff to ensure company HR policies and procedures are adhered to.
6. The production of management information to support business decisions and ensure all key performance indicators are met.
7. To be proactive in terms process / change management to insure increases in efficiency towards business objectives.
8. To effectively co-ordinate team resource / activities to ensure all projects are delivered within agreed time scales.
9. The continuous process of developing, motivating and inspire team members to improve individual and team performance.

Knowledge and Experience

• Excellent problem solving and analytical skills
• Extensive knowledge of Workforce Planning software
• Strong experience of using a workforce planning methodologies
• Excellent negotiation and influencing skills
• Excellent time management and ability to work on own initiative
• Advanced user of the Microsoft applications Excel

To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to; william@callcentreassociates.co.uk

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Head of Resource Planning

2008-05-09 10:37:21

Location: London
URL: http://www.callcentreassociates.co.uk

Description:

The Company

This is an exciting opportunity to a renowned company with offices based in the West London. You will be responsible to implement new and existing processes using resource management methodologies. You will a strong knowledge of workforce management software and experience of working within a multi site environment.

The Role
Key Accountabilities of the role include:

1. To effectively manage requirements for resource from managed service provider
2. To establish a long term strategy which delivers exceptional resource management solutions from a cost perspective?
3. Management and implementation of real time execution strategy.
4. Identifying potential issues before they occur and making the necessary changes to improve resources.
5. The supervision of staff to ensure company HR policies and procedures are adhered to.
6. The production of management information to support business decisions and ensure all key performance indicators is met.
7. The provision of the MIS function to support the contact centre operations needs and ensure that all relevant data is gathered and collated within agreed timescales
8. To effectively co-ordinate team resource / activities to ensure all projects are delivered within agreed time scales.
9. The continuous process of developing, motivating and inspire team members to improve individual and team performance.

Knowledge and Experience

To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to; william@callcentreassociates.co.uk

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Business Analyst

2008-05-07 15:24:05

Location: Midlands
URL: http://www.callcentreassociates.co.uk

Description:

The Company
An excellent opportunity to work for one of the leading blue chip companies based in the UK. Our client is looking to employ a Business Analyst to actively manage and construct in the capacity of resource planning and to monitor and report on operational processes.

The Role
Key accountabilities of the role include
• The management and to assist the capacity of planning processes
• Determine the resource requirements to process the forecasted volumes and maintain as forecasted variations become known
• The implementation and design of standard processes and material for contact centres , ensuring this meets all operational requirements
• To identify the requirement of any external clients and ensure the continuous clear direction is maintained.
• Identifying variations in performance across the process and recommending corrective actions
• Provide support and aid the implementation of projects and monitoring of performance

Knowledge and Experience

• Strong knowledge of Resource Planning
• Fantastic verbal and written communication skills
• Strong reporting and analytical experience
• Experience of a planning environment within a call centre function
• Excellent time management and ability to work on own initiative
• Knowledge of MIS analysis and reporting
• Ability to analyse data in to operational terms and make recommendations
• Knowledge of Process Mapping

Process and Timeframes

To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to; william@callcentreassociates.co.uk

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Call Centre Reporting Manager

2008-05-06 16:05:24

Location: South East
URL: http://careerpathconsulting.co.uk

Description:

JOB PURPOSE.
To assist and advise in the development of MIS across all UK contact centres, ensuring timely and accurate reports are produced and to utilise the value held within the company’s databases.

ACCOUNTABILITIES.
Responsibility for the construction and production of periodic reports across the company, for management information purposes.
Construction and maintenance of company data warehouse, facilitating in-depth analysis of all areas of the business.
The development and maintenance of databases for use by third parties, to improve working practises.
Identify and develop new software that will improve the information provided for customer information purposes.
Involvement in key projects in the Company, representing the department from a database and information perspective.
Ongoing management and development of the MIS team, ensuring their knowledge and skills progress to the benefit of both the individual and the business.

The position has autonomy for the day-to-day management of the MIS team, with guidance from the Group Business Support Manager. The Group Business Support Manager will be responsible for the general setting and reviewing of the jobholder’s individual objectives

KNOWLEDGE AND EXPERIENCE:
Excellent knowledge of Excel and Access.
In depth knowledge of SQL server and datawarehousing.
5 years experience in a similar role.
Analytical and problem solving skills.
Excellent technical project management skills.
Organised with ability to work on own initiative.

A full spec on application.

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Operations Manager / Resource Planning Manager

2008-05-01 17:30:54

Location: Midlands
URL: http://www.douglas-jackson.com

Description:

Operations Manager ( Resource Planning ), East Midlands, Salary to £40,000.

This post is based within a highly successful, expanding, manufacturing & services organisation, with turnover in excess of £100 million.

This role carries responsibility for the efficient operational performance of the contact centre via effective resource planning, production of accurate MI and the capability to deliver an effective telephony strategy for the business. In addition, this role will strategically plan and design workforce shifts to provide optimum coverage and cost effectiveness for the business on a short, medium and long-term basis. The role will also work in close cooperation with the Head of Site and the post-holder will be expected to engage in additional project based work, including driving recruitment efficiencies, review of telephony systems and other strategic projects.

The ideal candidate will have an excellent knowledge of workforce management and resource scheduling from a contact centre environment. You will also be able to communicate with and influence personnel at all levels within the business and have strong exposure to general operational issues within a contact centre environment. Project management experience will also be advantageous.

For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720.Visit us at: http://www.douglas-jackson.com

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.

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Senior Reporting Analyst

2008-05-01 13:38:52

Location: Other
URL: http://careerpathconsulting.co.uk

Description:

Job Title: Senior Reporting Anaylst

Job Summary: To develop, implement & deliver reporting requirements for Key business reports in Contact Centre functions.
Job Responsibilities:
Support all Business areas with requests for data in a timely efficient manner.
Develop and maintain databases and report outputs in line with business needs.
Maintain and enhance business-reporting processes to ensure reports on facilitate effective operational requirements.
Work with Head of functions to identify reporting requirements.
Provide technical expertise and share best practice with team members.
Maintain, audit and supply a wide range of reports within SLA targets.
React & deliver accurate ad-hoc business requests.
Maintain reporting pages on internal website.
Audit data produced for accuracy, trends and to identify/flag potential issues.
Own and maintain all process documentation relating to reporting.
Perform regular audits to ensure current reports are accurate & valid.
Maintain internal website and links to reports to ensure accurate and up to date.
Manage and maintain reports schedules.
Design, build and maintain key business report.
Regularly archive reports and databases to maintain efficiency and relevance.
Manage and maintain team mailbox to collate data and respond to queries.
Log and track all new requests.

Key Requirements:
Minimum of 4 years years’ experience of delivering improved reporting processes, exploiting technology to deliver optimum reports.
Proven experience in a designing and building business reports.
Expert user of MS Office applications, Business Objects & database design.
Proven technical understanding contact centre reporting.
Knowledge of Call Centre technologies such as ACDs, diallers etc.
Analytical skills to evaluate data and identify potential issues & solutions.
Meticulous attention to detail.
Excellent interpersonal, communication (verbal and written) and presentation skills.
Self-management skills to develop the role with minimal supervision.
Experience of Rockwell Spectrum and/or Aspect report writing.
To prepare for and attend focus updates and reviews.

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Forecasting Analyst

2008-04-30 16:15:59

Location: North
URL: http://www.callcentremanagers.com

Description:

This is an exciting opportunity to work for a Leading International Trading Corporation who are very well recognised in their field.

As a Forecasting Analyst you will utilise the available analytical models for forecasting and financial budgeting and ensure the monthly production of a rolling 12 month long term and a short term 8 week plan for call volumes, resource requirements and use of seating capacity.
You will analyse past trends including monitoring of shrinkage factors – annual leave, training, meetings etc and use this to support daily/weekly/monthly forecasting.

KEY SKILLS

• Experience of Workforce Management Tools, ideally IEX Totalview.
• Experience of working within a Call Centre Environment and knowledge of its processes.
• Previous analytical experience
• Ideally experience of working in an outsourcing environment, but not essential.

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Business Process Analyst

2008-04-29 16:21:46

Location: London
URL: http://www.callcentreassociates.co.uk

Description:

The Company

An excellent opportunity to join this market leading organisation based in Central London. Our client is looking to employ a Business Process Analyst to ensure that all process re-engineering and operating measures are monitored and have controls in place to ensure user adherence.

The role:

Core accountabilities of the role include:

• Process-mapping all existing membership processes and documenting in the manual of customer processes
• Carrying out an ongoing review of operating processes and looking to continually improve them from the perspective of the member and user
• Updating and maintaining the manual of customer processes
• Own the day-to-day management of bespoke systems, acting as an interface between MS and IT on any speed, reliability and functionality issues and support
• Ensuring that all processes have controls in place to ensure user adherence
• Assisting with re-engineering of the suite of standard letters available to MSAs

Knowledge and Experience

• Knowledge of, and exposure, to Six Sigma or other process re-engineering methodology
• Management and maintenance of process documentation
• Change control and compliance in a regulated environment
• Relationship-building skills
• Team player and consultative approach to decision-making

Process and Timeframes

To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to; william@callcentreassociates.co.uk

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Planning Manager

2008-04-29 16:11:53

Location: London
URL: http://www.callcentreassociates

Description:

The Company

An excellent opportunity to join this market leading organisation based in Central London. Our client is looking to employ a Planning to ensure the accurate measurement of all KPI metrics and strategic development of in house systems.

The role:

Core accountabilities of the role include:

• Building/Improving existing workforce models for MS teams in order to forecast forthcoming activity levels and plan resource levels required to provide world-class member service and meet/exceed KPIs
• Strategic development and daily maintenance and management of the telephone and IVR system
• Ownership of the design and implementation of a wide-ranging member satisfaction and service improvement system
• Providing information required to support MS managers
• Managing the performance of the Planning Analyst, ensuring work carried out is accurate and adds value
• Work closely with other business areas to ensure impact of process system efficiencies, and calculate impacts this should have upon MSA activity, targets and forecasting
• The production of an annual recruitment strategy

Knowledge and Experience

• Strong Knowledge of resource management methodologies
• Excellent knowledge of Excel and Access
• Strong relationship building and influencing skills
• Attention to detail and problem solving skills
• Business analysis and reporting

Process and Timeframes

To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to; william@callcentreassociates.co.uk

Apply to this job