Contact Centre Planner: Data-Driven Scheduling (Hybrid)

Merlin Entertainments; Greater London, Alton; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

40% discount off LEGO® sets

20 free tickets for Merlin Attractions

25% discount in retail shops and restaurants

Private pension scheme

Life assurance scheme

Employee assistance programme

Access to Perks at Work discounts

Ongoing training & development

Job summary

Merlin Entertainments is looking for a Contact Centre Operational Planner to enhance operational efficiency within our contact centres across the UK. You will leverage analytics to build efficient schedules, optimise staffing levels, and ensure effective resource planning.

The role requires strong analytical skills, experience in resource forecasting, and a creative approach to problem-solving. Employees enjoy benefits such as a Merlin Magic Pass, exclusive discounts, and ongoing training opportunities, making this a rewarding career choice.

Qualifications

• 1–2 years’ proven experience in resource forecasting and planning in a B2C environment.
• Ability to interpret complex data and turn it into actionable planning decisions.
• Skilled at presenting workforce strategies and insights to senior stakeholders.

Responsibilities

• Blend analytics, forecasting, and collaboration to build efficient schedules.
• Optimise staffing levels and manage rotas and holiday planning.
• Present strategic recommendations to shape decisions at every level.

Skills

Strong analytical and problem‑solving skills

Excellent attention to detail

Resource forecasting and planning in a B2C environment

Interpret complex data

Present workforce strategies to senior stakeholders

Strong relationship‑building skills

Flexible and creative thinking

Job description

Merlin Entertainments is looking for a Contact Centre Operational Planner to enhance operational efficiency within our contact centres across the UK. You will leverage analytics to build efficient schedules, optimise staffing levels, and ensure effective resource planning.

The role requires strong analytical skills, experience in resource forecasting, and a creative approach to problem-solving. Employees enjoy benefits such as a Merlin Magic Pass, exclusive discounts, and ongoing training opportunities, making this a rewarding career choice.