Performance Manager / Senior Resource Pl

Performance Manager / Senior Resource Planning Analyst / Senior MI Analyst / Senior Business Analyst (Contact Centre / Call Centre)
Call Centre), salary to £27,000 + bens

Reporting to the Head of Performance, this role carries responsibility for driving performance and service improvements within the Customer Service Centre through the analysis of customer driven data and suggested telephony / system enhancements.

Specific duties will include:-

Uplift performance against key service level targets through strong planning, communication and stakeholder management
The development, collation and delivery of accurate statistical information and the provision of relevant and timely MI to other business areas to drive performance enhancements
To manage workforce management tools, create forecasts and rosters in line with objectives, develop systems and resources to meet objectives and achieve improvements in productivity
Continually review and recommend initiatives that will drive performance levels in a cost effective manner
To provide on-going support and training to Team Managers in respect of Resource Planning operations and the use of Management Information
The ideal candidate will have excellent analytical skills; first-hand experience of contact centre based Workforce Management systems and a strong technical / systems capability (MS Excel, Word, Access, VB, Business Objects)

For more information and full 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 a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.