Contact Centre Operational Planner

Chessington; United Kingdom; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discounts

Pension scheme

Training & development

Job summary

Merlin Entertainments is seeking a Contact Centre Operational Planner to shape how our contact centres run daily. You will build schedules, forecast demand, and ensure the right people with the right skills are in the right place.

Based across UK locations, with hybrid-working after training, this role collaborates with senior managers to optimize labour, rotas and holidays, and to present strategic recommendations.

Qualifications

• Strong analytical and problem-solving skills, with excellent attention to detail.
• Confident communicator, both verbal and written, able to explain new concepts clearly.
• Strong relationship-building skills across teams and departments.
• Flexible, creative thinker who's open to new approaches and continuous improvement.

Responsibilities

• Build efficient schedules by blending analytics and forecasting for multiple contact centre locations.
• Optimize labour allocation, manage rotas and holiday planning, and support a flexible, multiskilled workforce.
• Develop dashboards and present strategic recommendations to senior stakeholders to drive efficiency and service quality.

Skills

Analytical thinking

Problem-solving

Attention to detail

Stakeholder communication

Relationship-building

Flexible, creative

Job description

What you'll bring to the team

Contact Centre Operational Planner

Location: Any of the UK contact centre locations - Chessington World of Adventures, Merlin Technical Hub, Alton Towers (hybrid working is available after training period complete)

Contract Type: Permanent, salaried

Hours: 37.5 hours per week on a rotational basis, with shifts between 8am - 10pm, any 5 days out of 7 including weekends and bank holidays

Be part of a team that brings joy, creates connections, and makes memories! As our Contact Centre Operational Planner, you will play a vital role in shaping how our contact centres run every day. You will be the engine behind our workforce planning, ensuring the right people, with the right skills, are in the right place at the right time.

In this pivotal role, you will blend analytics, forecasting, and collaboration to build efficient schedules, optimise staffing levels, and ensure our operations run smoothly. If you love turning data into smart decisions and enjoy being at the centre of operational impact, this is the role for you!

The Contact Centre Operational Planner will work closely with senior managers to optimise labour allocation, manage rotas and holiday planning, and support a flexible, multiskilled workforce. Your role will evolve with the business, continuously improving our processes, embracing new technology, and finding smarter ways to plan for the future. From building dashboards to presenting strategic recommendations, you will help shape decisions at every level. Your insights will drive operational efficiency, financial effectiveness, and service quality across multiple contact centre locations

Qualifications & Experience

• Strong analytical and problem-solving skills, with excellent attention to detail
• 1-2 years' proven experience in resource forecasting and planning in a B2C environment
• Solid understanding of multi-channel customer demand and operational drivers
• Ability to interpret complex data and turn it into actionable planning decisions
• Skilled at presenting workforce strategies and insights to senior stakeholders
• Confident communicator, both verbal and written, able to explain new concepts clearly
• Strong relationship-building skills across teams and departments
• Flexible, creative thinker who's open to new approaches and continuous improvement

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!

• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you're using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn't like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don't trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email [e-mail] one of the team will get back to you as soon as possible.

Pay Range

Competitive