Contact Centre Resource Planning Senior Manager

Location: Flexible hybrid working – occasional travel to our Nottingham/Wimbledon officeJob Type: Full-time, PermanentAt Domestic & General, we’re on a mission to deliver exceptional customer experiences. As our new Contact Centre Resource Planning Senior Manager, you’ll play a pivotal role in shaping how we support our customers by leading strategic workforce planning across our contact centre operations.This is a fantastic opportunity to influence how we forecast, schedule, and optimise resources to meet customer demand while balancing commercial priorities.Key ResponsibilitiesStrategic Workforce Planning: Develop and execute workforce management strategies that align with business goals and customer service objectives. Collaborate with senior leadership to forecast call volumes and service needs, adjusting staffing plans as necessary.Forecasting & Analysis: Analyse historical data and trends to create accurate forecasts and staffing models. Monitor and report on key performance indicators (KPIs) related to workforce efficiency and effectiveness. Scheduling & Resource Allocation: Lead the creation of staffing schedules to ensure optimal coverage during peak and off-peak hours. Implement strategies to manage absenteeism, overtime, and agent utilisation.Performance Management: Develop and implement performance metrics to measure workforce effectiveness. Provide actionable insights to improve operational performance based on workforce data analysis.Collaboration & Communication: Partner with Operations, HR, and Training teams to ensure alignment on workforce needs. Communicate plans and performance updates to stakeholders.Technology & Tools: Evaluate and implement workforce management systems to enhance forecasting, scheduling, and reporting capabilities.Team Leadership: Lead and mentor a high-performing workforce management team. Foster a culture of continuous improvement and professional development. Conduct regular performance reviews and provide coaching to team members. What We’re Looking ForProven experience in contact centre planning within a large-scale operationStrong knowledge of scheduling, staffing, and call routingExperience working with multiple BPOsAbility to balance staffing needs with commercial imperativesSolid understanding of contact centre systems (telephony, WFM, scheduling tools)A strategic thinker with excellent analytical and communication skillsA collaborative leader who thrives in a fast-paced environmentWe offer lots of great benefits Some of which include: Competitive salary and annual discretionary bonus25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leaveTraining opportunities as well as clearly defined career progressionHealth cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP serviceAttractive company pension schemeLife assurance – employer funded cover of 4x basic salaryDedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:Salary Finance – access to savings and borrowing through payrollCar Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehiclesTravel Loans – interest free loans to help spread the cost of annual travel ticketsCycle to Work – tax efficient bike and cycling equipment worth up to £1,000Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classesOnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issuesFree Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friendsEmployee discounts – with a range of discounts for 100s of online and high street retailersReady to Apply?If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.Please note that we have a thorough referencing process, which includes criminal record checks.At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.