Contact Centre Planning

Contact Centre Planning & Performance Manager Location: Manchester City CentreSalary: CompetitiveWho We AreJoin our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity.Our journey began in 2006 and we believe in enabling our team of over 550 Zutonites to work autonomously within an energising and inspiring environment. Our team work productively and imaginatively, focusing on solving customer problems and delivering a world class customer journey. 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. Join a team that values collaboration, ambition, and doing the right thing, while having a lot of fun along the way.The RoleWe’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.Key responsibilitiesUse 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.Design, document, and implement scalable processes that drive consistency across operational teams.What you'll need: Proven experience in Resource Planning, Workforce Optimisation, or Contact Centre Analytics.Strong analytical capability with the ability to turn large datasets into clear insight and recommendations.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; able to influence through evidence-based insight.Why Join Zuto?At Zuto, we don’t just talk about supporting our people — we live it. Here’s what makes being a Zutonite so special:Financial WellbeingPension scheme, life assurance & income protectionFree independent financial adviceLifestyle, restaurant & shopping discountsCycle to work schemePhysical & Mental WellbeingGP Anytime service for you and your familyHealth cash back plan & access to wellbeing appsDiscounted gym memberships and free digital fitness classesFamily FriendlyEnhanced caregiver leave (primary & secondary)Flexible and shared parental leaveFertility and foster-friendly policiesCulture & PerksBirthdays off and volunteer daysBring your dog to work and enjoy free in-office massagesRegular social events from team nights out to hikes, to sports clubs and moreRegular gifting and celebrations throughout the yearApply TodayBe part of a certified B Corp that’s changing car finance for good — and have fun while doing it.Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. 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.