Contact Centre Planner

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

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