Contact Centre Planner

2 weeks ago

ManchesterManchesterUnited Kingdom, United Kingdom Johnson Controls Full time £30,000 - £60,000 per year
Forecasting and Planning

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

  • Comprehensive Benefits:

    • 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 escalate 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

What we look for

Required


• 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

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