Jobs at Michael Page in United Kingdom

Design, build, and own contact centre planning and performance, using data to optimise resources, processes, and operational effectiveness in a fast-growth environment.

Are you ready to build something from the ground up? We’re looking for a data‑driven, curious, and highly capable individual to create and own the planning and performance framework for a fast‑growing contact centre operation. This isn’t a maintenance role – it’s a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further. If you’re ambitious, technically strong, and want a role where your work genuinely shapes how a large, high‑energy sales and customer operation performs, this could be the opportunity you’ve been waiting for.

• Build short, medium, and long‑term capacity plans based on telephony, sales, and demand data.
• Design efficient shift patterns, break structures, and offline time to keep performance optimised.
• Own shrinkage and holiday processes to ensure consistency across teams.
• Create automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.
• Use data from multiple channels—phone, email, SMS, WhatsApp—to uncover trends, spot inefficiencies, and make recommendations.
• Work with call transcripts and speech analytics to drive quality and productivity improvements.
• Design scalable processes for planning, scheduling, and adherence that can grow with the business.
• Partner closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.
• Equip managers with data that helps them make better daily decisions—without getting pulled into real‑time firefighting.

• Essential: Experience in resource planning within a fast‑paced sales or contact centre environment, using telephony systems to forecast, schedule, and analyse performance.
• Advanced Excel skills; experience with Power BI / Tableau / SQL is a plus.
• Strong analytical mindset with the ability to turn data into clear insight.
• Confident, proactive, and comfortable building processes from scratch.
• Curious and improvement‑driven—always asking how things can work better.
• Adaptable and resilient, thriving in rapid growth and change.
• Excellent communicator who can influence stakeholders with data‑led recommendations.
• Ambitious and ready to take the next step, with future potential to grow into leadership.

• £45,000 – £50,000 salary.
• Huge investment in growth – this is a scale‑up environment, not a steady‑state corporate.
• Hybrid working after probation: 2 days at home (initially 4 days office‑based to get fully embedded).
• Central Manchester offices with a buzzing atmosphere.
• Private healthcare, life assurance, income protection.
• Birthdays off, family days, volunteer days, bring‑your‑pet‑to‑work incentives, discounted travel (bus, tram, train) + season ticket loans, discounted gym memberships.
• Free snacks, free drinks, and brilliant social events.
• Real progression: this role will evolve as the function grows.

If you want a role where you’ll be in the centre of activity—shaping the future of a major contact centre operation and building a function you can be proud of—you’d love to hear from you.