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Software Engineer

Salary: Up to €45000 per annum | Location: Málaga

Job Title: Software Engineer
Job Type: Permanent
Job Location: Malaga, Spain
Salary: Euro 45,000 per annum

Our Client, one of the world’s foremost gaming and coding companies, is looking to recruit a Software Engineer to join their business in Malaga, Spain.

You’ll help build our next generation financial services platform. Joining a growing team of empowered, talented Developers, you’ll form a self-organising unit that continuously develops and releases features: features that are easy to use, perform brilliantly and are highly scalable. And you won’t wait around for instructions. Along with your fellow inventors, you’ll decide what needs to be done, and then you’ll get on and do it.

Yes, you’ll have specialities. But you’ll also have, or be keen to gain, a broader set of skills. And as well as relishing responsibility plus the chance to use your initiative, you’ll love creating to-the-point, easy-to-test, solid code in your favourite language.
What you´ll do

  • Own the end-to-end delivery of features – from analysis and design, through risk-aware test case design and automation, to deployment
  • Write clean, testable code
  • Carry out constructive code reviews plus risk and impact analysis
  • Apply your technical savvy to automated tests
  • Coach your team mates in your specialties, and learn as much as you can from them

What you´ll bring

  • Expert in one of these:
  • Server-side java/javascript development
  • JPA, Spring, NodeJS
  • Front-end development
  • Javascript, Angular, HTML5
  • Keen to build your know-how beyond your specialist sphere
  • Well-versed in QA concepts
  • Familiar with automated testing (using Selenium, protractor or SoapUI for instance)

This is a great role for the right candidate, so if you meet all the criteria above, then APPLY TODAY!

Javascript Developer

Salary: Up to €45000 per annum | Location: Málaga

Job Title: Javascript Developer
Job Type: Permanent
Job Location: Malaga, Spain
Salary: Euro 45,000 per annum

Our Client, one of the world’s foremost gaming and coding companies, is looking to recruit a Javascript Developer to join their business in Malaga, Spain.

You’ll be part of a super-motivated Game Studio team that’s structured around product-centric teams. Each team includes technical leadership, development, architecture, QA, and product and project management functions.
Using JavaScript, HTML and CSS, you’ll create simple, intuitive and effective web-based Graphical User Interfaces that make our online games even more compelling and engaging. For you, it will be a labour of love to create games and a chance to put your own bright ideas into action.
What you´ll do

  • Develop, test, document and maintain the front end of desktop and mobile web-based applications
  • Write front-end code using programming patterns and following industry best practice
  • Help design and develop the front-end architecture
  • Make sure your GUIs are properly built and designed
  • Maintain a personal test environment
  • Get together with other creative thinkers to build your understanding of players and explore what they want
  • Keep up to speed with industry front-end trends

What you´ll bring

  • Strong hands-on experience of Vanilla JavaScript, Typescript, Rx, ES6, HTML (5), CSS (3) and Ajax plus equipped with a background in web product development
  • Well-versed in web-based applications, application servers, HTTP protocol and web services
  • Previous exposure to JavaScript animation libraries like Pixi or Easel or game development frameworks like Phaser or Cocos2d as well as experience in Adobe Flash is a plus
  • Skilled at debugging front-end applications using cross-browsing techniques
  • BDD and/or TDD (Jasmine, Karma) as well as version control systems such as SVN/Git or Mercurial
  • Armed with Gulp, Grunt or Webpack and clued-up about the SDLC and Continuous Integration
  • Familiar with the most popular programming patterns used in front-end and web development;

This is a great role for the right candidate, so if you meet all the criteria above, then APPLY TODAY!

C# / .NET Developer

Salary: £43000 - £48000 per annum + Benefits | Location: London

Job Title: C# / .NET Developer
Role Location: South West London
Experience: Mid-Senior.
Job Type: Permanent
Salary: £43,000 – £48,000 + Extensive Benefits package

Start Date: Mid-February 2019

I am currently working on a C# / .NET Developer opportunity with a public-sector client of mine, based in South West London. My clients requirement is for a C# / .NET Developer to join their team to work on a Digital Transformation project that will play a key role in modernising public services and support the continuous improvement to ensure quality and efficiency.

About the Role:

The successful C# / .NET Developer will be tasked leading the Digital Development team in the development, implementation and maintenance of complex business applications components and API’s using various development tools. You will work closely with the other developers in both a traditional and agile project environment, providing integration and development services to meet the strategic objectives of the business.

About the .NET Developer:

The successful C# / .NET Developer will have significant, demonstrable experience in:

  • .NET Development
  • Microsoft .NET, C#, ASP.NET MVC, SQL Server, Java, Node.js, Unit Testing, TFS
  • Entire product lifecycle development and integration
  • Leading development projects from conception to go-live/BAU
  • Integrating with 3rd party applications
  • The ability and willingness to learn new skills
  • Exposure to DevOps and an interest to drive forward
  • Excellent communication skills with the ability to liaise across all levels within an organisation
  • Mentoring and upskilling of junior colleagues
  • Continuous improvement mentality
  • Ability to meet project timescales with a pragmatic approach to development
  • Problem solving skills with the capability to overcome complex business problems and the ability to create solutions

Additional:

My client also offers an extensive range of benefits including but not limited to:

  • 24 days annual leave
  • Flexible working
  • Mobile phone and laptop
  • Local-Government salary related pension scheme
  • Travel & Transport discounts/benefits (Public transports discounts, cycle to work scheme, car lease scheme, car clubs & car sharing schemes, travel insurance)
  • Family & Lifestyle discounts (food shopping, local offers/discounts, holiday, child care, gifts, cinema tickets)
  • Health & Well-being benefits (gym/health club discounts, eye tests, healthcare & dental plans/insurance)

If this role is of interest to you then do please APPLY TODAY or send your up to date CV, salary expectation and availability for a chat

.NET Developer

Salary: £43000 - £48000 per annum + Benefits | Location: London

Job Title: .NET Developer
Role Location: South West London
Experience: Mid-Senior.
Job Type: Permanent
Salary: £43,000 – £48,000 + Extensive Benefits package

Start Date: Mid-February 2019

I am currently working on a .NET Developer opportunity with a public-sector client of mine, based in South West London. My clients requirement is for a .NET Developer to join their team to work on a Digital Transformation project that will play a key role in modernising public services and support the continuous improvement to ensure quality and efficiency.

About the Role:

The successful .NET Developer will be tasked leading the Digital Development team in the development, implementation and maintenance of complex business applications components and API’s using various development tools. You will work closely with the other developers in both a traditional and agile project environment, providing integration and development services to meet the strategic objectives of the business.

About the .NET Developer:

The successful .NET Developer will have significant, demonstrable experience in:

  • .NET Development
  • Microsoft .NET, C#, ASP.NET MVC, SQL Server, Java, Node.js, Unit Testing, TFS
  • Entire product lifecycle development and integration
  • Leading development projects from conception to go-live/BAU
  • Integrating with 3rd party applications
  • The ability and willingness to learn new skills
  • Exposure to DevOps and an interest to drive forward
  • Excellent communication skills with the ability to liaise across all levels within an organisation
  • Mentoring and upskilling of junior colleagues
  • Continuous improvement mentality
  • Ability to meet project timescales with a pragmatic approach to development
  • Problem solving skills with the capability to overcome complex business problems and the ability to create solutions

Additional:

My client also offers an extensive range of benefits including but not limited to:

  • 24 days annual leave
  • Flexible working
  • Mobile phone and laptop
  • Local-Government salary related pension scheme
  • Travel & Transport discounts/benefits (Public transports discounts, cycle to work scheme, car lease scheme, car clubs & car sharing schemes, travel insurance)
  • Family & Lifestyle discounts (food shopping, local offers/discounts, holiday, child care, gifts, cinema tickets)
  • Health & Well-being benefits (gym/health club discounts, eye tests, healthcare & dental plans/insurance)

If this role is of interest to you then do please APPLY TODAY or send your up to date CV, salary expectation and availability for a chat

Senior Qlikview Consultant

Salary: €380 - €550 per day | Location: Turin

Job Title: Senior Qlikview Consultant
Job Type: Contract
Job Location: Turin, Italy
Contract Rate: TBC depending on experience
Contract Length: 12 Months with extensions

Our Client, one of the world’s foremost IT Consultancies, is looking to recruit a Contract Senior Qlikview Consultant to join their client in Torino, Italy.

The resource we are looking for will be responsible for designing and developing Business Intelligence solutions aimed at satisfying customer needs, as well as monitoring and supporting systems in operation at the front-end and back-end level.
They will work autonomously on structured and international companies in the Insurance sector (analysis, data warehouse construction, front-end development) and will have an important role within the team.
The ideal candidate has experience and complete mastery of the Modeling and Development processes of data visualization and data analysis architectures with the Qlik View and Sense platforms, with an in-depth understanding of BI and reporting.

Responsibility-

* Design and development of Qlikview and Qliksense applications.
* Propose data visualization and data analysis solutions in line with customer requirements and standards.
* Modeling data and system architectures of the Qlikview and Qlik Sense platforms.
* Monitoring of end-to-end processes of BI projects.
* Assume management and responsibility roles in the development team.

Requirements

* 3 to 5 years’ experience in developing Qlik applications, preferably in consulting companies.
* Experience in the design of BI architecture and construction of reporting platforms.
* Experience in data extraction and integration processes from different systems. Mastery of ETL procedures.
* Excellent knowledge of the Qlikview architecture and the development of Qlik applications applying business logic and data validation.
* Experience in the end-to-end implementation of Business Intelligence projects, especially scorecards, KPIs, reports and dashboards.
* Knowledge of the design and architecture of the Database.
* Three-year degree in computer science, computer engineering, programming or related disciplines.
* Profile oriented to detail with a strong analytical, organizational and excellent communication skills.
* Proactive role within the practice and promoter of the company’s mission and values.

Complete the problem-solving profile, goal orientation, collaborative skills and knowledge of a BI product on the market (Business Object, Visual Analytic, Power BI, Pentaho, Tableau).

This is a great role for the right candidate, so if you meet all the criteria above, then APPLY TODAY!

Forecast and Resource Planner (Sales Operations)

Salary: £35000 - £45000 per annum | Location: Middlesex

Forecast and Resource Planner

  • £35k – £45k (Depending on experience)
  • Location either M4 Corridor/SW London or South Wales area
  • Reporting to Head of Operations

Job role
I have a fantastic opportunity with an exciting client of mine who have a current requirement for a Forecast and Resource Planner (Sales Operations) to join their team. My client works within the insurance sector and is looking for the Forecast and Resource Planner to have the ability to effectively manage and plan the resource/capacity for all the operational area’s including; pre-sales enquiries, sales, post-sale customer service and on-going customer relationship management (Renewals) via telephone, email other written correspondence. This will be done by accurately forecasting customer contact demand based on previous contact data and seasonal customer behaviours through a WFM platform.

The overall job purpose is to determine resource requirements for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, meeting our expected service levels, enabling us to provide an excellent customer experience.

The output of the role of our will be planning the effective utilisation of the workforce, Forecasting, Scheduling, managing Real-Time Adherence and have responsibility for the production and delivery of MI (Management Information). This will be supported by a WFM system from an external provider (U-WFM).

Focus and Key Duties

  • To manage and develop our Forecasting & Planning system, accurately prepare forecasts and scheduling for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
  • To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options where possible.
  • To make recruitment recommendations to your manager and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
  • To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
  • To monitor recruitment and liaise with the Operations Team to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Managers are required.
  • To deliver effective & accurate reports to the key stakeholders detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
  • To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.
  • Determine and communicate short term staff capacity and roster establishment for operational staff to 6 weeks in advance.
  • Ensure appropriate level of training/coaching/1:1 hours are available.
  • Identification and implementation of innovative technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or another in-house systems/Excel.

Personal Qualities and Skills

  • Customer focused
  • Communicative and influential
  • Team Player
  • Creative and flexible
  • Organised
  • Business aware
  • Self-Motivated

Education and Experience

  • Expert skills in using a Workforce Management tool (3 – 5 years)
  • Expert skills in forecasting and scheduling within a multi-skilled, multi-site Contact Centre
  • Experience in working with external WFM system providers
  • Team management and development skills
  • The ability to explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders to further your department

This is a great role for the right candidate, so if the role has caught your attention and you meet the criteria above, then APPLY TODAY!

Process Automation Specialist (RPA)

Salary: £43000 - £55000 per annum | Location: Middlesex

Process Automation Developer/Specialist (RPA)

  • £43k – £55k (Depending on experience)
  • Location either M4 Corridor/SW London or South Wales area
  • Reporting to Head of Operations

Process Automation Developer/Specialist (RPA)

I have a fantastic opportunity with an exciting client of mine who have a current requirement for a Process Automation Developer/Developer (RPA) to join their team. My client is aiming to be one of the leading users of Robotic Process Automation within the Insurance Broking industry. The right candidate will lead delivery and technical strategy of how they automate. This includes refining their processes, managing the delivery of all RPA projects, the support of Operational and IT teams and contributing to the governance for getting the most value from their investment in the RPA platform.

You will be accountable for all aspects of the group delivery on the RPA platform working closely with the Operations and IT teams supporting the platform itself. You will be implementing the agreed technology standards, technical design, and delivery on the platform and associated resource capacity, alongside communication to leadership and stakeholders.

The output of the role will be to successfully implement cost effective processes within the business and manage the processes that sit within automated systems.

Duties within role:

  • Overall delivery accountability for all new Robotic Process Automation throughout the group.
  • Overall support/management accountability for all Robotic Process Automations deployed into operation.
  • Builds strong strategic partnerships with key business and IT stakeholders.
  • Ensure appropriate use of the platform in line with the agreed RPA Operating targets.
  • Ensures delivery of business improvements through RPA in line with the business priorities and deadlines.
  • Contributes to the ongoing development of the RPA strategy aligned with the business vision, needs, and priorities in close collaboration with the key stake holders.
  • Gains deep understanding of business requirements and develops a future strategy to align technical solutions with operating efficiencies.
  • Defines and adheres to software engineering & platform engineering best practices.
  • Contributes to the IT Leadership team for RPA, acting as a technology advisor, aids with business planning, identifying Information Technology systems implications and providing recommendations to support business objectives.
  • Contributes to the development of RPA Information Technology policies, processes, and standards.
  • Actively contributes to developing strong relationships with stakeholders, suppliers and partners in collaboration with the operation and IT team.
  • Identify examples of best practice regionally and globally to help shape our RPA technology choices to meet future business requirements.

About the person:

  • Customer focused
  • Communicative and influential
  • Team Player
  • Creative and flexible
  • Organised
  • Business aware
  • Self-Motivated

Experience and Education:

  • Proven PRA platform delivery experience operationally as well as on a managerial, strategically and leadership level. You will be expected to be an expert in both the process and the actual robot creation.
  • Experience with RPA tools and platforms such as the Blue Prism software.
  • Proven experience of leading and growing/developing Process Automation and Process Improvements.
  • In-depth understanding of how to design and test automation bots at scale.
  • Extensive experience of using Agile approaches at scale, across different sites projects and products.
  • Software engineering background and capabilities.
  • Considerable experience of leading senior teams with a demonstrable track record of motivational and achievement-oriented leadership.
  • Effective communication and relationship building skills with the ability to influence others to achieve objectives.
  • Advanced level of proficiency in planning, change management and problem solving and able to resolve issues of a highly complex and strategic nature.
  • Experience of driving and leading innovative solutions.
  • Awareness of current developments in the Information Technology marketplace, especially RPA.
  • Experience of working in a Multi-Site organisation
  • Experience of working within a quality and compliance environment and application of policies, procedures and guidelines.
  • Demonstrate initiative, strong customer orientation, and cross-cultural working.

This is a great role for the right candidate, so if the role has caught your attention and you meet the criteria above, then APPLY TODAY!

Forecast and Resource Planner (Sales Operations)

Salary: £35000 - £45000 per annum | Location: Middlesex

Forecast and Resource Planner (Sales Operations)

  • £35k – £45k (Depending on experience)
  • Location either M4 Corridor/SW London or South Wales area
  • Reporting to Head of Operations

Forecast and Resource Planner (Sales Operations)
I have a fantastic opportunity with an exciting client of mine who have a current requirement for a Forecast and Resource Planner (Sales Operations) to join their team. My client works within the insurance sector and is looking for the Forecast and Resource Planner to have the ability to effectively manage and plan the resource/capacity for all the operational area’s including; pre-sales enquiries, sales, post-sale customer service and on-going customer relationship management (Renewals) via telephone, email other written correspondence. This will be done by accurately forecasting customer contact demand based on previous contact data and seasonal customer behaviours through a WFM platform.

The overall job purpose is to determine resource requirements for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, meeting our expected service levels, enabling us to provide an excellent customer experience.

The output of the role of our will be planning the effective utilisation of the workforce, Forecasting, Scheduling, managing Real-Time Adherence and have responsibility for the production and delivery of MI (Management Information). This will be supported by a WFM system from an external provider (U-WFM).

Duties within role:

  • To manage and develop our Forecasting & Planning system, accurately prepare forecasts and scheduling for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
  • To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options where possible.
  • To make recruitment recommendations to your manager and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
  • To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
  • To monitor recruitment and liaise with the Operations Team to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Managers are required.
  • To deliver effective & accurate reports to the key stakeholders detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
  • To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.
  • Determine and communicate short term staff capacity and roster establishment for operational staff to 6 weeks in advance.
  • Ensure appropriate level of training/coaching/1:1 hours are available.
  • Identification and implementation of innovative technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or another in-house systems/Excel.

About the person:

  • Customer focused
  • Communicative and influential
  • Team Player
  • Creative and flexible
  • Organised
  • Business aware
  • Self-Motivated

Experience and Education

  • Expert skills in using a Workforce Management tool (3 – 5 years)
  • Expert skills in forecasting and scheduling within a multi-skilled, multi-site Contact Centre
  • Experience in working with external WFM system providers
  • Team management and development skills
  • The ability to explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders to further your department

This is a great role for the right candidate, so if the role has caught your attention and you meet the criteria above, then APPLY TODAY!

Process Automation Specialist (RPA)

Salary: £43000 - £55000 per annum | Location: Middlesex

Process Automation Developer (RPA)

  • £43k – £55k (Depending on experience)
  • Location either M4 Corridor/SW London or South Wales area
  • Reporting to Head of Operations

Job role
I have a fantastic opportunity with an exciting client of mine who have a current requirement for a Process Automation Developer (RPA) to join their team. My client is aiming to be one of the leading users of Robotic Process Automation within the Insurance Broking industry. The right candidate will lead delivery and technical strategy of how they automate. This includes refining their processes, managing the delivery of all RPA projects, the support of Operational and IT teams and contributing to the governance for getting the most value from their investment in the RPA platform.

You will be accountable for all aspects of the group delivery on the RPA platform working closely with the Operations and IT teams supporting the platform itself. You will be implementing the agreed technology standards, technical design, and delivery on the platform and associated resource capacity, alongside communication to leadership and stakeholders.

The output of the role will be to successfully implement cost effective processes within the business and manage the processes that sit within automated systems.

Focus and Key Duties

  • Overall delivery accountability for all new Robotic Process Automation throughout the group.
  • Overall support/management accountability for all Robotic Process Automations deployed into operation.
  • Builds strong strategic partnerships with key business and IT stakeholders.
  • Ensure appropriate use of the platform in line with the agreed RPA Operating targets.
  • Ensures delivery of business improvements through RPA in line with the business priorities and deadlines.
  • Contributes to the ongoing development of the RPA strategy aligned with the business vision, needs, and priorities in close collaboration with the key stake holders.
  • Gains deep understanding of business requirements and develops a future strategy to align technical solutions with operating efficiencies.
  • Defines and adheres to software engineering & platform engineering best practices.
  • Contributes to the IT Leadership team for RPA, acting as a technology advisor, aids with business planning, identifying Information Technology systems implications and providing recommendations to support business objectives.
  • Contributes to the development of RPA Information Technology policies, processes, and standards.
  • Actively contributes to developing strong relationships with stakeholders, suppliers and partners in collaboration with the operation and IT team.
  • Identify examples of best practice regionally and globally to help shape our RPA technology choices to meet future business requirements.

Personal Qualities and Skills

  • Customer focused
  • Communicative and influential
  • Team Player
  • Creative and flexible
  • Organised
  • Business aware
  • Self-Motivated

Education and Experience

  • Proven PRA platform delivery experience operationally as well as on a managerial, strategically and leadership level. You will be expected to be an expert in both the process and the actual robot creation.
  • Experience with RPA tools and platforms such as the Blue Prism software.
  • Proven experience of leading and growing/developing Process Automation and Process Improvements.
  • In-depth understanding of how to design and test automation bots at scale.
  • Significant experience of using Agile approaches at scale, across different sites projects and products.
  • Software engineering background and capabilities.
  • Significant experience of leading senior teams with a demonstrable track record of motivational and achievement-oriented leadership.
  • Strong communication and relationship building skills with the ability to influence others to achieve objectives.
  • Advanced level of proficiency in planning, change management and problem solving and able to resolve issues of a highly complex and strategic nature.
  • Experience of driving and leading innovative solutions.
  • Awareness of current developments in the Information Technology marketplace, especially RPA.
  • Experience of working in a Multi-Site organisation
  • Experience of working within a quality and compliance environment and application of policies, procedures and guidelines.
  • Demonstrate initiative, strong customer orientation, and cross-cultural working.

This is a great role for the right candidate, so if the role has caught your attention and you meet the criteria above, then APPLY TODAY!

Forecast and Resource Planner (Sales Operations)

Salary: £35000 - £45000 per annum | Location: Middlesex

Forecast and Resource Planner

  • £35k – £45k (Depending on experience)
  • Location either M4 Corridor/SW London or South Wales area
  • Reporting to Head of Operations

Job role
I have a fantastic opportunity with an exciting client of mine who have a current requirement for a Forecast and Resource Planner (Sales Operations) to join their team. My client works within the insurance sector and is looking for the Forecast and Resource Planner to have the ability to effectively manage and plan the resource/capacity for all the operational area’s including; pre-sales enquiries, sales, post-sale customer service and on-going customer relationship management (Renewals) via telephone, email other written correspondence. This will be done by accurately forecasting customer contact demand based on previous contact data and seasonal customer behaviours through a WFM platform.

The overall job purpose is to determine resource requirements for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, meeting our expected service levels, enabling us to provide an excellent customer experience.

The output of the role of our will be planning the effective utilisation of the workforce, Forecasting, Scheduling, managing Real-Time Adherence and have responsibility for the production and delivery of MI (Management Information). This will be supported by a WFM system from an external provider (U-WFM).

Focus and Key Duties

  • To manage and develop our Forecasting & Planning system, accurately prepare forecasts and scheduling for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
  • To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options where possible.
  • To make recruitment recommendations to your manager and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
  • To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
  • To monitor recruitment and liaise with the Operations Team to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Managers are required.
  • To deliver effective & accurate reports to the key stakeholders detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
  • To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.
  • Determine and communicate short term staff capacity and roster establishment for operational staff to 6 weeks in advance.
  • Ensure appropriate level of training/coaching/1:1 hours are available.
  • Identification and implementation of innovative technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or another in-house systems/Excel.

Personal Qualities and Skills

  • Customer focused
  • Communicative and influential
  • Team Player
  • Creative and flexible
  • Organised
  • Business aware
  • Self-Motivated

Education and Experience

  • Expert skills in using a Workforce Management tool (3 – 5 years)
  • Expert skills in forecasting and scheduling within a multi-skilled, multi-site Contact Centre
  • Experience in working with external WFM system providers
  • Team management and development skills
  • The ability to explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders to further your department

This is a great role for the right candidate, so if the role has caught your attention and you meet the criteria above, then APPLY TODAY!