Forecast & Scheduling Lead – Contact Centre

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

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.