Contact Centre Forecasting & Scheduling Lead

Johnson Controls; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading technology company in Manchester seeks an Operations Manager in Forecasting and Planning. You will drive operational excellence by managing staff schedules for efficient service delivery, conduct forecasting reviews, and ensure effective team collaboration. This position requires over 2 years of experience in operations and strong analytical skills. Competitive salary and generous leave are offered.

Benefits

Competitive Salary

Generous Leave

Holiday Purchase Scheme

Pension plan (up to 7% employer match)

Life assurance

Employee assistance program

Referral scheme

Career Development

Free Onsite Parking

Dress Down Fridays

Qualifications

• 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.

Responsibilities

• Drive operational excellence by managing staff schedules aligned with forecasted demand.
• Conduct ongoing forecasting reviews to ensure accuracy and responsiveness.
• Optimise offline activities and manage resource plans with insightful analysis.
• Monitor staff adherence and provide data-driven solutions for shortfalls.
• Lead governance meetings and collaborate with stakeholders.
• Own schedule management, including shift releases and holiday allocation.
• Maintain WFM tools for data quality and agent setup.
• Share responsibility for capacity planning and supply-demand modelling.
• Provide commentary on all planning inputs and variances.

Job description

A leading technology company in Manchester seeks an Operations Manager in Forecasting and Planning. You will drive operational excellence by managing staff schedules for efficient service delivery, conduct forecasting reviews, and ensure effective team collaboration. This position requires over 2 years of experience in operations and strong analytical skills. Competitive salary and generous leave are offered.