Contact Centre Planner

Johnson Controls; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A global technology company in Manchester is seeking a Forecasting and Planning professional to drive operational excellence. The role includes designing staff schedules, managing resource planning, and conducting forecasting reviews. Candidates should have at least 2 years of operations experience, strong analytical skills, and proficiency in WFM tools. Competitive salary and generous leave are offered along with career development opportunities.

Benefits

Competitive Salary

Generous Leave

Career Development

Free Onsite Parking

Dress Down Fridays

Qualifications

• 2+ years of experience in operations or 12+ months in external resource planning.
• Strong analytical skills with regression modeling experience.
• Effective team collaboration and communication skills.

Responsibilities

• Design and manage staff schedules that maximize efficiency.
• Conduct forecasting reviews to ensure accuracy.
• Manage agent skill profiles to meet SLA requirements.

Skills

Analytical skills

Problem-solving

Team collaboration

Tools

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

Telephony systems (NICE, AWS, Avaya)

Excel

Job description

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 elevate 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