Contact Centre Operations Manager

1 day ago


Bristol, Bristol, United Kingdom CV-Library Full time

Contact Centre Forecasting Job Opportunity

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We are seeking a talented Resource Planning Lead to join our team in Bristol. As a key member of our operations team, you will be responsible for ensuring exceptional service delivery by forecasting supply and demand for sales and service contact centre.

This is a hybrid position working 2 days onsite with staff parking provided. The salary range for this role is £48,000 - £52,000 (depending on experience) + Bonus + Broad Flexible Benefits.

About the Role
  1. Develop and implement robust demand forecasts to inform resource planning decisions.
  2. Lead a small Resource Planning team to produce regular management information and contribute to resource planning outputs.
  3. Analyse data to generate models and insights for demand forecasting and capacity planning.
  4. Provide performance analysis across key contact centre KPIs to drive improvements and enhance customer outcomes.

Candidates must have demonstrable contact centre experience within capacity planning, forecast modelling with advanced Excel skills and experience of utilising Erlang methodologies.

Key Skills & Experience
  1. Demonstrable capacity planning, demand planning and forecast modelling skills.
  2. Highly competent Excel user with Erlang experience.
  3. Excellent analytical skills, including the ability to interpret and present data.
  4. Experience in leading and managing a small Analytical / Planning team.


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