Contact Centre Planner

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

Job summary

An industrial machinery manufacturer is seeking a Contact Centre Planner in Manchester. The role focuses on driving operational excellence through efficient staff scheduling and real-time performance monitoring. Candidates should have over 2 years of experience in operations and strong analytical skills. The position offers a competitive salary and generous leave. Apply now for a chance to join a dynamic team.

Benefits

Competitive Salary

Generous Leave

Holiday Purchase Scheme

Pension plan

Life assurance

Employee assistance program

Exclusive Discounts

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.
• Effective team collaboration and communication skills.

Responsibilities

• Drive operational excellence by managing staff schedules effectively.
• Conduct ongoing forecasting reviews to ensure accuracy.
• Monitor staff adherence and address shortfalls with data-driven solutions.
• Manage agent skill profiles to align with SLA requirements.
• Lead governance meetings to align planning with business needs.

Skills

Analytical skills

Problem-solving

Communication

Team collaboration

Tools

WFM tools (NICE, Verint, Alvaria, EG Solutions)

Telephony systems (NICE, AWS, Avaya)

Advanced Excel

Job description

Contact Centre Planner – Johnson Controls

Location: Manchester, England, United Kingdom

Seniority level: Entry level | Employment type: Full‑time | Job function: Other | Industries: Industrial Machinery Manufacturing

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
• Pension plan (up to 7% employer match)
• Life assurance
• Employee assistance program
• 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.

• 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 address 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

Who We’re Looking 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