Contact Centre Planning Jobs and Salaries

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Opportunities Nationwide

Opportunities Ireland

Midlands & East Anglia

Intraday Analysts x 4 Kidlington £18,879 + 20% shift allowance &13.5% weekend allowance

The intraday team provide ‘real time’ performance monitoring, dynamic scheduling and short term forecasting for the virtual network of four sites in the Control Rooms and Enquiries Dept at Thames Valley Police. You will support/ensure resources are used efficiently and effectively. Excellent IT skills, strong communication skills, ability to negotiate and produce and understand management information. tel: 01865 856383 quote Ref: 3940. recruitmentstaffcred@thamesvalley.pnn.police.uk

Intraday Team Leader Kidlington £22,061 + 20% shift allowance and 13.5% weekend allowance

The intraday team provide ‘real time’ performance monitoring, dynamic scheduling and short term forecasting for the virtual network of four sites in the Control Rooms and Enquiries Dept at Thames Valley Police. You will provide intraday support to operations through effective use of technology and first line management. Excellent IT skills, strong communication/negotiation skills with the ability, mediate and resolve conflicts. tel 01865 856383 quote ref: 3941. recruitmentstaffcred@thamesvalley.pnn.police.uk

Modelling and Demand Planning Manager West Midlands £30-36k + excellent benefits

This is an excellent opportunity for the right individual to work for a UK leading organisation and if progression and development is key to further your career aspirations then this is the position for you. Our client is looking for a forecasting and modelling manager to produce 6month – 3 year business models to improve the customer experience. Strong knowledge of forecasting is essential with the ability to communicate effectively with stakeholders and other business areas. Good knowledge of statistical techniques and advanced Excel and Access, along with a strong commercial awareness is key to be successful for this position.

A great opportunity to join this market leading organisation due to recent expansion is looking to employ a Forecasting Analyst for a contact centre based in Coventry. Previous experience working with a call forecasting environment is essential, with the ability to communicate effectively and produce accurate and concise work within agreed timescales. Good working knowledge of Excel is essential. William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Innovative individual required to lead and manage a small team responsible for contact centre quality monitoring. Experience of process, quality monitoring technology and people management essential. Please contact Peter.Ball@nationalexpress.com

A UK leading financial organisation due to a massive expansion and company development program are looking to recruit a Resource Planning Manager for there processing function with their back office contact function. You will have a strong and proven record within Resource Planning including the development of all reporting structures and processes. Strong knowledge of a WFM tool is essential, William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Market leading organisation is urgently seeking to recruit a credible and experienced forecasting & planning manager to assume responsibility for a planning team and work strategically with the business to drive through efficiency gains via the effective optimisation of WFM technologies. Candidates will possess management experience and be highly effective and influential communicators. Ryan Worth tel: 0208 514 9099 ryan@callcentreassociates.co.uk

An instantly recognised brand within the UK is looking to recruit a Senior MI Analyst for there multi site contact centre operation based in Peterborough. You will have a strong background in Mis analysis and reporting and to support the database to ensure all queries and correct and accurate. You will have experience with MIS and good practical knowledge of SQL, VBA, and other Microsoft Applications. William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Market leading organisation is urgently seeking to recruit an Intraday Analyst to join their expanding team in their contact centre in Coventry. As Intraday Analyst you will be responsible for maximising performance through call centre KPI performance and communicating performance achievements to key business stakeholders throughout the business. This will involve analysis of real time service level impacts and negotiating and challenging adherence and conformance to schedules. Excellent opportunity for a driven individual. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

Market leading blue chip organisation is seeking to recruit a credible and experienced contact centre senior planner to work with the Head of Planning to form and shape the Resource Planning function for this 1400fte business area. The successful candidate will have excellent resource planning understanding from both a hands on and strategic point of view. An excellent opportunity for someone to play a pivotal role in the forming and strategic direction of the planning function. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

A great opportunity now available to join a market leading operation at a time of positive growth. Successful candidates will have excellent Dialler management understanding. An excellent opportunity for someone to play a pivotal role in the forming and strategic direction of the dialler function. Ryan Worth tel: 0208 514 9099 ryan@callcentreassociates.co.uk

Market leading organisation is urgently seeking to recruit a credible and experienced Telephony specialist to take control of the telephony for emerging market and acquisitions in the business. As telephony manager you will define a telephony business strategy to enable alignment to the business technology roadmap. You will also be expected to maximise performance of the telephony estate platforms. Experience of Nortel, CTI and genesys is preferable. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

Forecasting & Planning Manager South West £30- £38k+ bens + bonus
Well regarded brand name with a multi-site contact centre operation is seeking an experienced Planning & Forecasting Manager to assume responsibility for a team of specialists that provide resource planning and forecasting capability via the centralized operation in the South West. Candidates must have a demonstrable track record of leading planning teams; have first class WFM skills (Blue Pumpkin ideally). Ryan Worth tel: 0208 514 9099 ryan@callcentreassociates.co.uk

Head of Resource Planning, Wales & South West, £50-55k + bonus, bens
This company are currently experiencing growth and continued success. Due to an operational restructure they now have a position for an experienced individual to take responsibility for their Resource Planning and Management Information functions. This role is vitally important and influential to ongoing success of the multi site operational capabilities and the role will set the tone for the required behaviour and focus on efficient performance and delivery. Contact: Michelle Ansell, 0845 620 9720, michelle@douglas-jackson.com, or visit: http://www.douglas-jackson.com

This highly successful and unique business is seeking to recruit and experience Resource Planning Analyst to join their expanding team in Manchester. The successful candidates will be tasked with providing support to the Resource Planning Manager in the monitoring, forecasting and reporting performance across the business operations. You will also be responsible for maintaining effective relationships with key stakeholders across the business. Previous experience of having worked in a resource planning environment is essential with a proven analytical track record. Excellent opportunity for an excellent business.

My client is instantly recognisable blue chip organisations who are seeking to recruit a seasoned Management information professional develop the department and production of MI. As MI Development Manager you will be responsible for the supporting, maintaining and developing the MI technical solution to enable the MI team to effectively support the direct business. The successful candidate will have a professional database management qualification (e.g SQL Server), experience of SQL v& and 2000 reporting services, have excellent communication and team working ethics and have a pro-active nature. This is an fantastic opportunity to further develop your MI career. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

My one of the market leaders in their field is seeking to recruit a seasoned Resource Planning Professional to take up the post of Head of Resource Planning. As head of you will be tasked with driving the strategic planning and capability across the multi-site operation. Proven track record of delivery of resource planning solutions in a contact centre environment is essential as well as technical understanding of the resource planning process and team/stakeholder management. Excellent opportunity. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

Reporting directly to the EMEA Capacity Planning Manager. We are looking for a highly motivated individual with experience in Contact Centre resource planning, who possesses a clear understanding of Contact Centre dynamics and excellent communication skills. We are looking for someone who can demonstrate an advanced level of skill across a variety of resource planning tasks, business modeling, planning/reviewing, along with exceptional analytical skills. Experience of working with a workforce management tool is essential, whilst experience of working with an Avaya ACD and any simulation modeling tolls are preferable. An advanced level knowledge of Microsoft Excel is essential, whilst a good working knowledge of Microsoft Access is also preferable. Please contact Caroline_Mockus@Dell.com for further details.

Excellent opportunity to join this renowned and market leading organisation in shaping and developing their call centre resource planning strategy and capability across a multi-site network throughout the UK. This is a highly visible, large scale role that will provide the jobholder the ability to make a very visible, tangible and positive impact within our clients call centre operational efficiency. To be considered for this position candidates will ideally come from, or have experience of working with a large-scale, multi-site operation, in a Resource Planning Capacity. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

Fantastic opportunity to join this instantly recognizable global brand, in their successful planning team. As WFM Analyst you will be responsible for analyzing system performance and utilization whilst exploring opportunities for developing the workforce management platform further. The successful candidates will have a proven track record in driving system change, previous experience of workforce management software in a contact centre environment and detailed understanding of technical aspects of a workforce management solution. Strong communication skills are also a much. Excellent opportunity to develop you career in a positive environment. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

Yorkshire and North of England

MI Manager Liverpool £28,172-£33,291 (pay award pending)

Liverpool Direct Limited deliver high quality customer service through its award winning and accredited contact centre and network of eleven One Stops Shops. Public Access within Liverpool Direct is undergoing significant growth supporting multi-service, multi-channel, multi-business and multi-site working. We require an experienced MI Manager who is an excellent communicator and can build excellent relationships with internal and external stakeholders. An expert knowledge of technology relevant to resource planning/reporting is essential for this position e.g. Workforce Management (Nice - Totalview IEX is preferable), Crystal Reporting and Contact Centre 6. Contact paul.herbert@liverpooldirectlimited.co.uk or for further details and an application form use link Liverpool Direct – MI Manager

Dialler Analyst Manchester c£21k - £23k

The UK’s largest independent Home Shopping retailer is seeking to recruit an experienced dialler analyst to support their outbound telesales function. The successful candidate will have at least 2 years experience in a similar role and will be able to provide evidence of effective campaign analysis and support. A strong understanding of a contact centre operation and good communication skills are required.

Matthew Felton 07739 862 906 matthew.felton@jdwilliams.co.uk

Workforce Planning Analyst Manchester c£23k - £27k

The UK’s largest independent Home Shopping retailer is seeking to recruit an experienced workforce planning analyst to join their resource planning team. The successful candidate will have at least 3 years experience of forecasting and scheduling in a large contact centre and will have an excellent knowledge of workforce planning systems. Matthew Felton 07739 862 906 matthew.felton@jdwilliams.co.uk

Dialler Manager Yorkshire £28-35k + bonus and benefits

Our client has just set up a new outbound environment within there contact centre and due to this they are looking to recruit an Outbound Campaign Manager for the implementation of new and innovative campaigns within the contact centre. You will be responsible to deliver all campaigns within agreed timescales, whilst being the main vocal point for the campaign team. Working knowledge of a dialler platform within contact centre environment essential. William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Talk Talk Real Time Hub Manager Warrington c£35k + 10% bonus

Talk Talk are looking for an experienced Manager to work in their Contact Centre in Birchwood, Warrington. The role involves managing the day to day running of the team, including shift/resource plans, holiday allocation to ensure that full coverage is available through the operating hours of the department. To have a clear understanding of all budget/forecast service levels and targets and report back where those are not being met. For Further details, please contact Kate Gallagher - GallagK@cpwplc.com

Dialler Manager North East c£35k + Bens Job

Influential & Market Leading Organisation requires a talented ‘Dialler Manager’ to support the growth of their Operation in the North East. Fabulous opportunity to join an organisation offering genuine career prospects as they are looking to recruit talented senior leaders for the future. An opportunity not to be missed! Contact graham.kelly@cactussearch.co.uk for more info.

Planning Consultant Salford or Staines £24 - £30.5k

Bupa is one of the UK’s leading healthcare companies, and Membership makes up a key part of the business. In this pivotal role, you’ll be building a strong understanding of the Customer Service business within Bupa Membership. You’ll develop, manage and deliver the provision of planning and forecasting services to support the delivery of business objectives within the Planning and MI function. We’re seeking an experienced Planning Consultant for whom strong analytical and project management skills are a given. On top of this you’ll be a strong communicator, who’s commercially aware with an ability to bring consultancy expertise to the role. This position comes with all the benefits that working for Bupa brings. To apply please send your CV to: bupapeople@bupa.com or call Susanna Cosby on: 01784 891909

Business Analyst Newcastle c£40k + benefits

A excellent opportunity to join this world leading comsumer giant within the North East, due to a massive expansion within there operation, my client is looking to recruit a Business Analyst for the collation and preparation of Management Information for internal / external clients. You will have a strong MIS background with strong presentation and customer service skills as you will have to form strong relationships. Good knowledge of Microsoft applications (Excel, Word) is essential for this position. William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Service Delivery Manager West Yorkshire £25-30k

My Client, a major player within their field is looking to recruit a service delivery manager to join their team in West Yorkshire. Extensive knowledge and experience of service delivery is essential, along with experience of leading a team. This is a fantastic opportunity to further develop you career within one of the UK’s largest contact centre operations. Ryan Worth tel: 0208 514 9099 ryan@callcentreassociates.co.uk

Resource Planning Analyst North East c£20-24k+ Bens

This instantly recognisable blue chip organisation is seeking to recruit an experienced resource planning specialist to join their present team. The successful candidate will have a strong knowledge of forecasting and scheduling in a contact centre environment and will have an excellent working knowledge of Totalview IEX workforce management tool. The team is looking for someone to really drive service levels through optimisation of shift patterns and maximising the workforce management tool. This is an excellent opportunity for a highly driven individual. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

Senior Planning Analyst – 9 month contract North East £28-35k

This instantly recognisable financial organisation is seeking to recruit an experienced senior resource planning analyst on a 9 month contract to join their present team. The successful candidate will have a strong knowledge of forecasting and scheduling in a contact centre environment and will have an excellent working knowledge of Blue Pumpkin workforce management tool.. Ryan Worth tel: 0208 514 9099 ryan@callcentreassociates.co.uk

Senior MI Analyst – 9 month contract North East £28-35k

This instantly recognisable financial organisation is seeking to recruit an experienced senior MI analyst on a 9 month contract to join their present team. The successful candidate will have extensive knowledge building a database alongside an advanced skill set with Excel, Visual Basic and Pivot Tables. Ryan Worth tel: 0208 514 9099 ryan@callcentreassociates.co.uk

Capacity Planning and Modelling Manager North West £Negotiable (contract)

This major bluechip organisation is seeking to recruit a seasoned Capacity Planning and Modelling Manager to join their Resource Planning function in the North West. Extensive knowledge of long term strategic resource planning is essential, with experience in “what if” scenario modelling, capacity planning budgetary. The successful candidate will be tasked with optimizing scheduling capability, undertaking “what-if” analysis, whilst being the WFM and capacity planning expert for the centre. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

London and South of England

An opportunity has arisen for a Business Analyst to join this Blue Chip organisation based in Central London. Due to an opening within there European Operations Team our client is looking for an individual that possesses strong process and change management skills with exposure to the project environment. Strong analytical and reporting skills needed and to be considered for this position, you must possess and minimum Green Belt with Six Sigma. William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Reporting to the Head of Planning, this business is part of a blue chip media operation and the Resource Planning Manager will take responsibility to assist with the entire resource planning for up to 500 FTE offshore contact centre and support team personnel. TotalView IEX tool. Please contact; Michelle Ansell, michelle@douglas-jackson.com or visit http://www.douglas-jackson.com

Large, successful and dynamic organisation with various sites in the UK requires an experienced and dynamic Resource Planning Manager. The successful candidate for this role will have had experience of planning resource for all channels and will have responsibility for all planning activity for a large multi-site contact centre contact f.randle@cactussearch.co.uk for more info.

Resource Planning and Modelling Specialist South East, South West or South Coast c£32k + Bens

Working with the MI, Planning and Performance Manager we a seeking a Resource Planning and Modelling Specialist to optimise scheduling capability, undertake “what if” analysis, whilst being the workforce management and capacity planning expert. Contact will.brocks@cactussearch.co.uk for more info

Reporting to the Head of Contact Centre Operations, this role is a key and strategic appointment within this interesting and constantly changing environment. The Head of Planning role will take responsibility for the entire resource planning for multi-site offshore, contact centres and support team personnel. TotalView IEX required. Contact; Michelle Ansell, 0845 620 9720, michelle@douglas-jackson.com or visit: http://www.douglas-jackson.com

This is a fantastic opportunity join a instantly recognizable market leader as their Operations Planning Manager. You will be tasked with leading and developing a team of planning analysts whilst driving performance through effective resource planning. Experience of contact centre resource planning is essential along with experience of having managed a team. Excellent opportunity. Myles Doody tel: 0208 514 9101 myles@callcentreassociates.co.uk

This is excellent opportunity to join this UK leading organisation that have a contact centre in West London. You will be responsible for the continuous development and management of a workforce consisting of a team of Resource Analysts. A strong proven track record on delivering of SLAs and KPIS is essential, along with a strong knowledge of WFM applications (preferably IEX Totalview) . William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

A leading media organisation is seeking to employ a Resource Planning Manager for the large call centre operation based in West London. You will have a strong resource planning background with knowledge of workforce management software. Excellent knowledge of Excel and a strong communication style and gravitas is needed for you to successful for this position. William Troutt tel: 0208 514 9105 william@callcentreassociates.co.uk

Bupa is one of the UK’s leading healthcare companies, and Membership makes up a key part of our business. In this newly created role, you’ll lead and develop the Management Information team for our Customer Service Operations, in the process creating a Centre of Excellence. This is a critical role and we’re looking for a strong leader with the ability to exert influence and negotiate across a team of senior managers and board members. You’ll manage the whole process from strategy setting to ensuring day-to-day delivery. The management of accurate, timely and effective MI and reporting is the key function of this role. You’ll use leading edge analysis and drive the delivery of information that is both compelling and easy to use, while delivering added value and benefit to the business, our customers and our employees. As an experienced driver of change, you’ll be used to working within a culture of continuous improvement. To apply please send your CV to: bupapeople@bupa.com or call Susanna Cosby on: 01784 891909

Jobs are provided on the basis of information provided by the agency or employer and the Professional Planning Forum takes no responsibility for the accuracy of the information or the availability of the opportunities described. If any inaccuracies are brought to our attention we will be able to amend this page and take appropriate action for future months. Please email editor@planningforum.co.uk with any queries.