Contact Centre Planning

4 days ago

Warrington Cheshire, United Kingdom Zuto Full time

Contact Centre Planning & Performance Manager Location: Manchester City Centre
Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.
Zuto’s flexible and supportive approach empowers achievement and the delivery of outstanding results.
We know how important cars are in people’s everyday lives, for work, family, and freedom, and that’s why we’re proud to help hundreds of thousands of customers every year. From day one, we’ve been redefining what success looks like, creating something special at Zuto: a business that leaves a lasting, positive legacy.
If you’re looking for a place where your ideas matter, your growth is supported, and your achievements are celebrated, you’ll fit right in. We’re looking for a proactive and analytical professional to take ownership of how we plan, resource, and optimise performance across Zuto’s Contact Centre. This role will blend data analysis, capacity planning, and process improvement to ensure our operational performance continues to scale efficiently as the business grows.
You’ll work with telephony, sales, and marketing data to design smarter scheduling processes, create insight models, and identify opportunities for improvement across all customer communication channels.

Use telephony, demand, and sales data to design efficient shift patterns, breaks, and offline time across teams.
Build and maintain short, medium, and long-term capacity plans aligned with forecasted customer demand.
Create and maintain automated reporting dashboards in Power BI, Tableau, or Excel to track contact centre performance.
Develop data models to measure and improve Email, SMS, and WhatsApp effectiveness (e.g. open rates, response times).
Act as the process owner for planning, adherence, and scheduling frameworks.
Proven experience in Resource Planning, Workforce Optimisation, or Contact Centre Analytics.
Advanced proficiency in Excel; experience with SQL and BI tools (Power BI, Tableau) preferred.
Strong process design and implementation skills — able to create scalable, self-sustaining frameworks.
Excellent stakeholder management and communication skills; At Zuto, we don’t just talk about supporting our people — we live it. Financial Wellbeing

Pension scheme, life assurance & income protection
Free independent financial advice
Lifestyle, restaurant & shopping discounts
Cycle to work scheme

GP Anytime service for you and your family
Health cash back plan & access to wellbeing apps
Discounted gym memberships and free digital fitness classes

Enhanced caregiver leave (primary & secondary)
Flexible and shared parental leave
Fertility and foster-friendly policies

Birthdays off and volunteer days
Bring your dog to work and enjoy free in-office massages
Regular social events from team nights out to hikes, to sports clubs and more
Be part of a certified B Corp that’s changing car finance for good — and have fun while doing it.

No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.

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