Contact Centre Planner

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

.Contact Centre Planner page is loaded## Contact Centre Plannerlocations: Manchester-Manchester-United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: WD30256564**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#LI-MS2#LI-OnsiteYour buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet.At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.