Contact Centre Forecasting & Scheduling Specialist

Johnson Controls Inc.; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading international technology firm based in Manchester is seeking a Contact Centre Planner. This role involves driving operational excellence, managing staff schedules, and conducting forecasting reviews. Candidates should have over 2 years of experience in operations and strong analytical skills. The position offers competitive salary and comprehensive benefits including generous leave and career development opportunities.

Benefits

Competitive Salary

Generous Leave

Holiday Purchase Scheme

Comprehensive Benefits

Exclusive Discounts

Career Development

Free Onsite Parking

Dress Down Fridays

Qualifications

• 2+ years’ experience in operations (contact centre, back office, or field).
• Strong analytical skills with experience in regression/propensity modelling.
• Excellent problem-solving and decision-making abilities.

Responsibilities

• Drive operational excellence by designing and managing staff schedules.
• Conduct ongoing forecasting reviews to ensure accuracy.
• Monitor staff adherence and manage agent skill profiles.

Tools

NICE

Verint

Alvaria

EG Solutions

AWS

Avaya

Job description

A leading international technology firm based in Manchester is seeking a Contact Centre Planner. This role involves driving operational excellence, managing staff schedules, and conducting forecasting reviews. Candidates should have over 2 years of experience in operations and strong analytical skills. The position offers competitive salary and comprehensive benefits including generous leave and career development opportunities.