Contact Centre Planner

6 days ago

Manchester, United Kingdom Johnson Controls Full time

Join to apply for the Contact Centre Planner role at Johnson Controls. What We Offer Competitive Salary: Reflecting your skills and experience Generous Leave: 25 days annual leave + Bank Holidays Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave Pension plan (up to 7% employer match) Life assurance Employee assistance program Referral scheme Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts Career Development: Extensive growth and advancement opportunities Free Onsite Parking: Hassle-free commuting Dress Down Fridays: Casual attire to wrap up the week What You Will Do Drive operational excellence by designing and managing staff schedules that maximise efficiency and align with forecasted demand. You'll play a key role in ensuring service delivery across front office, back office, and field operations through proactive planning and real-time performance monitoring. How You Will Do It Conduct ongoing short-, mid-, and long-term forecasting reviews to ensure accuracy and responsiveness Optimise offline activities and manage daily/weekly resource plans with insightful analysis Monitor staff adherence and escalates shortfalls with data‑driven solutions Manage agent skill profiles to meet SLA requirements Lead governance meetings and collaborate with stakeholders to align planning with business needs Own schedule management, including shift releases, holiday allocation, and scenario modelling Maintain and update WFM tools, ensuring data quality and agent setup integrity Share responsibility for capacity planning and supply‑demand modelling Provide commentary and version control on all planning inputs and variances Required What we look for 2+ years’ experience in operations (contact centre, back office, or field) or 12+ months in external resource planning Strong analytical skills with experience in regression/propensity modelling across multichannel environments Excellent problem‑solving and decision‑making abilities Effective team collaboration and communication skills Preferred Proficiency in WFM tools (NICE, Verint, Alvaria, EG Solutions) Familiarity with telephony systems (NICE, AWS, Avaya) Advanced Excel capabilities #J-18808-Ljbffr

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