NetworkersMSB are currently recruiting for experienced Programme Analysts to work for a central government department based in Central London.
The department oversees a network of 20 large scale Call Centres, employing about 10,000 advisors. There is a structural mismatch in the business at the moment: call volumes into the call centres are growing by approximately 7.5% year on year but obviously, in the current financial climate, they can't just keep expanding resources to the same degree.
Therefore, we are looking more closely at the business and its capability and capacity to meet this challenge in the future. The advertsied Programme is the vehicle for delivering this change.
They would like to draw up a 30, 60 and 90 day plan starting from 1st September as well as look at the longer term out to 2011. The plan will set out:
The 30, 60, 90 day plan will have 4 key components – areas where they believe change is necessary to allow them to achieve their service improvement objectives. These are summarised below.
•Productivity gain from existing supply •New supply •Demand management •Drivers and enablers
Required: 2-3 programme analysts to support the building and reporting of the delivery plan. The analysts will be directly accountable to Programme manager for a number of key deliverables that will facilitate our ambitious change programme.
Successful candidates will have the following specific responsibilities:
•Scope activities identified by senior management team & identify key milestones and critical success factors to deliver the dept objectives. •Build the project plan for each component with key milestones, delivery dates and dependencies •Work closely with colleagues across the dept, including the senior management team to understand their operational constraints and the impact these could have on delivery of the plan •Work with the programme manager to develop a reporting process to senior managers that gives them oversight of the delivery programme and progress towards key deliverables •Establish a process for the tracking and reporting of benefits realised by the programme •Develop a risk and achievements process to highlight key risks and mitigation as well as achievements against the delivery plan.
We are looking for analysts with programme management experience and proven skills in the following areas:
•Project management plan development – they need to be able to write a plan, identifying the milestones and key deliverables to ensure CCD achieve success whilst reporting against delivery •Some experience of the customer contact field •Strong team workers •Great stakeholder engagement – they will need to attend meetings with CCD staff and given the timescales will be required to go out on their own.
NetworkersMSB is acting as an Employment Business in relation to this
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