Call Centre Helper Jobs

Database Administrator

2010-02-23 14:06:25

Location: London
URL: www.douglas-jackson.com

Description:

Job Ref: DJLM0020
Job Title: Database Administrator
Job Location: London
Salary to Up to Â£17k

This is a fantastic opportunity to join an exciting not for profit agency and the successful candidate will play a key role in the development and growth of the company. They will report directly to the Head of Data and Administration.

Responsibilities will include:

Establishing and maintaining methodologies and procedures to best use the call centre system, ensuring that data is used most effectively for the callers.
Working with the call centre manager to ensure that call scheduling is as efficient as it can be
All aspects of client reporting, including the writing and production of reports as requested and ensuring that it is process driven, which will reduce work load
Additional data related tasks as required
SQL & VBA skills
Intermediate HTML scripting/coding
Previous Experience in Data Management including the management of staff
Proven analytical skills

You will have a passion for efficiency and a strong desire to further establish us as market leaders in the industry.
You must have initiative, be a flexible team player

For more information, please contact: Lisa@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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Resource Planning Analyst (Contact Centre/Call Centre)

2010-02-15 16:10:31

Location: South East
URL: www.douglas-jackson.com

Description:

Resource Planning Analyst, salary to Â£25,000 + bens, location South East (Essex)

Reporting to the Call Centre Manager, you will be working to provide resource forecasting and MI reporting to help understand the companys requirements, trends, monthly statistics, financial controls, forecasted call volumes and resourcing requirements

You will be required to produce short term and long term forecasts using self created Excel models and implement effective tracking and operational adherence

*Incorporating seasonal and business variations into workload forecasts

*Delivery of forecasts and schedules to agreed timescales

*Tracking adherence of actuals against forecasted volumes

*Producing Management Information reports (daily, weekly & monthly) to enable effective operations and performance management

*Excellent presentation skills

*Highly developed communication and interpersonal skills as the position entails senior management contact and the ability to convey Management Information to enable effective call centre and workforce management

*Leadership skills capable of sustaining and inspiring commitment within management of change and continuous improvement environments

*Excellent numerical skills

*Attention to detail â€ able to accurately collate large volumes of data

*A general knowledge of call centre statistics and KPIs

*Liaising with agencies and maintain excellent relationships for the continued supply of temporary resourcing

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

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Resource Planning Analyst

2010-01-21 16:38:57

Location: East Midlands
URL: www.douglas-jackson.com

Description:

Job Ref: DJSG2044
Job Title: Resource Planning Analyst (Contact Centre Performance Analyst)
Salary: ToÂ£25,000 base/ bens.
Location: East Midlands

An exciting opportunity has arisen for an experienced Resource Planning/ Performance Analyst to join the Resource Planning and Performance team for this large contact centre. This role is responsible for conducting detailed analysis of Contact Centre metrics, data and processes, as well as providing data & recommendations to assist in managing and improving business results.

Key duties will be:

Identify and implement improvements in existing processes
Eye to detail when producing daily, weekly and monthly reports.
Thorough check of data before delivering them to the clients ensuring accurate reporting.
Designing reports using Crystal Reports Version 7 and publishing them to a shared location.
Production and Maintenance of Excel spreadsheets
Design Access Databases
To assist traffic managing with the aid Rockwell Enterprise Monitor.
Knowledge of Avaya and Rockwell Telephony System.
Ability to work under pressure and have a can-doâ€ attitude along with team working skills.
Develop understanding of the call flows with in the business, and to assist with completing and processing script requests from other departments.
Production of management style reports for clients as well as board members and Call Centre Managers.
Ability to effectively provide reports and analysis to managers to achieve Call Centre targets.
Ability to interpret information that may affect Service Level achievement in the future.

Candidates will need to have proven experience of resource planning, data and or performance analysis, preferably from within a contact centre environment. The technical Excel, MS office, Database and or MS Access skills will need to be coupled with good communication skills, to be able to suggest and liaise with the contact centre operations and good attention to detail.

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 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.

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Resource Planning Analyst

2010-01-20 10:10:49

Location: South East
URL: www.douglas-jackson.com

Description:

Job Ref: DJMA1178
Job Title: Resource Planning Analyst, South East
Salary Â£20-25,000 base
Resource Planning Analyst, Resource Performance Analyst, Hertfordshire, South East.
The purpose of the role is to effectively maximise the real time productivity and ongoing operational efficiency of FTE teams and departmental and multi site functions via Forecasting, Scheduling, real time management and MI Reporting.

Duties will include:

The ability to create Long range & Short range forecast (s) by media and activity type.
Produce effective schedules/call plans within the agreed process & timescales.
Real time management of call volumes and advisor performance across multi sites.
Participate in a flexible shift rota to ensure that Resource & Planning function cover the contact centre operational hours via a rota system.
Communicate effectively with performance teams to ensure that on that advisor productivity is maximised.
Provide call and performance data & trend analysis real time, weekly & monthly to ensure effective

KPI’s will be include:

Forecasts within =/-5% variance
Achievement of SLA
Efficiencies via scheduling
Meet forecasts
Reduction of spend re overtime and temp costs etc.

The company are looking for a results focussed, business and commercially aware individual, with good numeracy, planning, organising and problem solving skills. Knowledge of WFM, VBA, database and spreadsheets and high attention to detail will be required.

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

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.

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Senior Planning Manager

2009-12-23 12:28:08

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

Description:

This is a fantastic and exciting opportunity to join an innovative and extremely successful forward thinking organisation, to work within the group projects team and manage all the planning processes necessary to support a rolling programme of work and capability to deliver change successfully within the Customer Group. We are seeking someone who has strong leadership and communication skills to manage complex change to multiple stakeholders.

Key Responsibilities

· Working as part of the Planning & Project Management team to drive the direction of the Planning Team
· Overall responsibility of the Planning Team, which consists of 2 Planning Coordinators
· Facilitating the Customer Group Projects resource planning processes, making decisions on resource demands, capacity constraints and supply plans ensuring projects are resourced with appropriate skills and experience
· Managing the Customer Group programme delivery plan for the Customer Group, identifying key milestones, tasks, priorities, dependencies and resources to a level that allows control to be exercised
· Maintaining the Customer Group budget and forecasting based upon the Programme Plan
· Managing the project prioritisation and portfolio management tool

Person Specification

· Proven experience in a similar role with experience of leading a team
A good educational background with a relevant degree/diploma (desirable)
· Sound knowledge of the full project lifecycle
· Prince 2/APM Practitioner qualification
· Agile & Change Management experience
· Project Management experience with an understanding of risk mitigation and stakeholder analysis and engagement
· Excellent communication and interpersonal skills with the ability to build strong working relationships across the business
· Excellent relationship management skills internally and externally with the ability to balance demands and pressures

Salary Details

c.£55,000 + Benefits

Location

Scotland or London

To Apply

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk

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Planning Team Leader

2009-12-22 12:20:42

Location: North West
URL: http://www.callcentreassociates.co.uk

Description:

THE COMPANY

This is a very exciting opportunity to join a very well known market-leading organisation in the UK, to work within a successful team responsible for delivering schedules and ensuring company resources are utilised in the most efficient and productive form. This role has the specific responsibility of performance managing and motivating a team of Planning Coordinators with a sole focus on their development and direction.

THE ROLE

Specific requirements of the role include;

· Build, develop and motivate a high performing team committed to achieving success through each other
· Communicate the performance development planning process for your people, agreeing challenging performance objectives and measures, providing regular and ongoing feedback and an honest assessment of performance
· Working with the Sales/Service Managers to achieve consistency across teams, build an awareness of your people’s strengths/development needs and using this to create a team training plan and through ongoing coaching, development, reward and recognition, maximise their potential
· Support the Sales/Service Managers achieving the resourcing plan for the team. Reflect current resource levels and grade profile and in conjunction with the team people plans forecast future requirements ensuring effective succession planning
· Support recruitment activity to fill manpower gaps and liaising with relevant areas as required
· Manage team leavers activity, liaising with relevant areas as required
· Manage attendance levels/trends within your team ensuring company procedures are appropriately applied
· Provide clear direction on the contact centres business objectives translating and prioritising into business performance measures at team and individual level
· Manage the local implementation of all change, business and performance initiatives affecting the team, acting as the key point of contact for the team and any central implementation teams as required
· Accountable for overall achievement of performance objectives for your team (these may include some/all of the following):

Employee satisfaction
Internal/External Customer Experience
Relevant productivity targets
Specific financial targets
Leads generation
Sales/Service/Operational Performance
Work closely with your team members, your Sales/Service Manager and other team leaders as one team, to deliver exceptional performance
Work closely with team leaders in other parts of the business to deliver exceptional performance across the contact centres and branch network, liaising with relevant specialist areas of the Group as required

PERSON SPECIFICATION
· Strong Communication and People Management Skills
· Presentation and Driving Performance Skills
· Ability to work under pressure, with self discipline and motivation
· Ability to work autonomously

SALARY DETAILS

£21,500-£26,000 + Benefits

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk

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Planning Support Coordinator

2009-12-18 11:10:05

Location: North West
URL: http://www.callcentreassociates.co.uk .

Description:

Our client, a leading organisation in their industry with an instantly recognisable brand is seeking to appoint a Planning Support Coordinator for their modern contact centre operation in the North West.

Role Overview

Reporting to the Team Leader the coordinator will be providing administrative support to the Resource Planning Team and be responsible for Generation and Management of schedules ensuring all business requirements are applied to the Global DC plan across all functional areas.

Acting as the key liaison point for the contact centres schedule change and local requirements supporting the Planning Analysts in the production of the virtual plan, as well as the accurate maintenance of all operational models and plans to effectively facilitate the end-to-end operational planning process.

Key Responsibilities

· Co-ordination of planning all off phone activities
· Monitoring of Realtime Adherence
· Schedule plan administration in line with agreed changes
· Administration and Maintenance of workforce management tools and data base
· Data inputting
· Working with Planning Analysts and Operational Performance Analysts to ensure the operational plan is maintained and delivered
· Provide administrative support to the Operational Performance Analysts and Real-Time Team for the end to end planning process

Experience | Skills Required

· Strong P.C./Keyboard skills particularly spreadsheets with ability to analyse large amount of data
· Very strong interpersonal and relationship building skills
· Excellent organisational and planning skills
· Good knowledge of contact centres and planning
· Experience of workforce management tools e.g. Totalview, Aspect, Blue Pumpkin, Genesys

This is a first class and rare opportunity to join this market leading organisation within a stable, effective and well managed resource planning function.
Our client is seeking applications from candidates that are available to commence a new position within 4 weeks and are able to provide flexible working hours incorporating some evenings and a weekend rotation that provides days off in lieu.

Salary Details

£17’595 – £18’000

To register your interest in this position please forward your current CV detailing your existing remuneration package, relevant experience and availability to commence a new position via email to; stacey@callcentreassociates.co.uk . Please quote reference STB 3241

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Planning Analysts

2009-12-17 12:48:40

Location: North West
URL: http://www.callcentreassociates.co.uk

Description:

THE COMPANY

This is a truly exciting and stimulating opportunity to a very well known market-leading organisation in the UK, to work within a successful team responsible for delivering schedules and ensuring company resources are utilised in the most efficient and productive form.

THE ROLE
Specific requirements of the role include;

· Delivery of accurate half hourly skill plans for contact centre service lines
· Production of half hourly schedule plans up to 13 weeks prior to delivery date
· Optimisation of workforce management tool and development of functionality to automate schedule delivery
· Generation of virtual staff plan and delivery to individual contact centre
· Translation of weekly/daily forecast workloads into effective resource plans for in excess of 3500 employees, through skill-set analysis and call profiling, ensuring that resource is best deployed to achieve service level targets in all areas.
· Identify shrinkage requirements and continually seek ways to improve resource wastage
· Development of innovative shift plans to meet business need and deliver effective worklife balance for contact centre telephony agents. Including flexible working and agent preferences
· Historically monitoring local site adherence to staff and skill plans challenging deviation where required
· Development of the WFM functionality to enable agent self selection to fulfil staff and skill plans
· Support the recruitment process through the identification of gaps in resource requirements, predicting staff attrition by segment/employee type, and identifying the staffing profile that is required to maximize service level performance and resource utilisation.
· Working with Contact Centre Management team and other key stakeholders to ensure that working patterns designs, and their refinement, gain operational ‘buy-in’ and are locally sensitive.
· To hold or actively attend appropriate planning and meetings with centres service delivery function and other key stakeholders to discuss contact centre performance and share the resourcing picture.
· Develop communication across the virtual team to resource requirements to central and local teams
· Creating and fostering a partnership approach to working with local planning, Intra-day teams to provide administrative support for the site end to end planning process
· Working in conjunction with site and virtual scheduling teams to ensure tight management of virtual schedule plan within required limits

PERSON SPECIFICATION
· Very strong planning skills
· Analytical problem solving
· Strong Business Management skills
· Strong Resource Management skills
· A deep understanding of the business operational Contact Centre environment
· A deep understanding of the Contact Centre structure and staff roles
· Familiarity with Group procedures, policies (especially Regulatory Compliance), products and services
· Working knowledge of all relevant Contact Centre telephony and technology
· Computer literacy to a very high standard
· Detailed understanding of contact centre planning fundamentals
· Detailed knowledge of service level dynamics
· Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
· Very strong knowledge of contact centre forecasting and capacity planning
· Strong performance Management / Performance Development
· Very strong relationship management and negotiation skills
· Very strong communication and interpersonal skills
· Excellent knowledge Workforce management software – Ideally Total View V3 or greater
· Strong knowledge of group products and brand principles
· Experience of use contact centre workforce management tools
· Very strong interpersonal and communication skills
· Very strong Computer skills including detailed knowledge of MS Excel for modelling and analytics

SALARY DETAILS

£25,000-£28,000 + Benefits

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk

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Operational Planning Manager

2009-12-17 12:40:42

Location: North West
URL: http://www.callcentreassociates.co.uk

Description:

THE COMPANY

This is a truly exciting and stimulating opportunity to join a very well known market-leading organisation in the UK, to manage the performance of a Resource Planning team responsible for delivering very high standard of planning process and service to the contact centres. In addition the successful candidate will be responsible for developing a strong ongoing partnership with other various areas of the organisation in order to work towards the shard goal of delivering world class customer service.

THE ROLE
Specific requirements of the role include;

· Support the development of a high performing team committed to achieving success through each other
· Clearly communicate Performance Development planning process to all line reports, agree challenging performance objectives and measures (behavioral and business), providing regular and ongoing feedback and honest assessment on achievement.
· Build an awareness of your peoples’ strengths/development needs e.g. in the areas of behavioural/technical knowledge and development to maximise individuals potential
· Support the Head of Resource Planning in establishing resource and training needs in terms of numbers, skills and behaviour mix so that the right blend of people, business and technical competencies are in place to meet current and future business needs. May be required to support recruitment activity to fill manpower gaps.
· Manage poor performance and Disciplinary/Grievance issues professionally and promptly applying the company procedures.
· Work with Head of Resource Planning to create an empowering environment for your people, encouraging individual ownership, initiative and challenge of the status quo.
· Responsible for the delivery of scheduling related solutions to meet the Core Contact Centre scheduling requirements and support delivery of Change initiatives
· Develop and manage a quarterly scheduling review to ensure efficiency targets are met and recruitment is optimised
· Document and agree changes to the scheduling strategy with Head of Resource Planning, and then log these changes within Operating Plan;
· Lead development of group standards for schedule delivery and design
· Development of innovative shift plans to meet business need and deliver effective worklife balance for Contact Centre agents – Including commitment to flexible working and agent preferences
· Development of the WFM functionality
· Support the recruitment process through the identification of gaps in resource requirements, predicting staff attrition by segment/employee type, and identifying the staffing profile that is required to maximize service level performance and resource utilization.
· Working with Contact Centre Management team and other key stakeholders to ensure that working patterns designs, and their refinement, gain operational ‘buy-in’ and are locally sensitive.
· To hold or actively attend appropriate planning and meetings with centres service delivery function and other key stakeholders to discuss contact centre performance and share the ‘resource picture’.
· Develop communication across the virtual team to resource requirements to central and local teams

PERSON SPECIFICATION

· Very strong planning skills
· Analytical problem solving
· Strong Business & Resource Management skills
· A thorough understanding of the business operational Contact Centre environment and the structure/roles within the Centres
· Working knowledge of all relevant Contact Centre telephony and technology
· Computer literacy to a very high standard
· Detailed understanding of contact centre planning fundamentals
· Detailed knowledge of service level dynamics
· Company people policies and procedures e.g. resourcing approaches, performance management, succession planning, reward, discipline and grievance etc:
· Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
· Very strong knowledge of contact centre forecasting and capacity planning
· Strong performance management / performance development
· Strong team building skills
· Very strong relationship management and negotiation skills
· Very strong communication and interpersonal skills
· Strong knowledge of group products and brand principles
· Experience of use contact centre workforce management tools
· Very strong interpersonal and communication skills
· Very strong Computer skills including detailed knowledge of MS Excel for modelling and analytics

SALARY DETAILS

£35,000-£40,000 + Benefits

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk

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Scheduling Analyst

2009-12-16 11:38:53

Location: South East
URL: http://careerpathuk.com

Description:

This role is to schedule agents work in line with forecasted call patterns to ensure an acceptable grade of service.

Candidates to have:

• Good knowledge of Contact Centre procedures to enable effective scheduling of work-related activity
• Excellent communication skills
• Experience of producing management reports
• Experience of call delivery systems, such as Symposium
• Be accurate and have good attention to details

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