Strategic Planning Manager - Contact Centre Forecasting

Domestic & General Group; Nottingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in the UK seeks a Strategic Planning Manager to oversee resource planning for their Contact Centre. This role involves developing forecasts, capacity models, and strategic insights while collaborating with key departments. The ideal candidate will have extensive experience in resource planning in large operations and strong leadership skills. This position offers comprehensive training, annual leave, health coverage, and flexible benefits, alongside a supportive work environment focused on fair treatment and diversity.

Benefits

Comprehensive training

33 days annual leave

Health cash plan

Pension scheme

Life assurance

Employee discounts

Qualifications

• Extensive experience in contact centre resource planning for large, multi-site operations.
• Strong expertise in forecasting and demand analytics.
• Ability to manage complex planning environments.

Responsibilities

• Lead the long-term and mid-term planning strategy for the Contact Centre.
• Develop accurate forecasts, capacity models, and strategic insights.
• Collaborate with Operations, HR, Finance, and Change teams.

Skills

Forecasting

Capacity modelling

Analytical skills

Data interpretation

Leadership

Resource planning

Tools

Contact centre systems

WFM software

Job description

A leading service provider in the UK seeks a Strategic Planning Manager to oversee resource planning for their Contact Centre. This role involves developing forecasts, capacity models, and strategic insights while collaborating with key departments. The ideal candidate will have extensive experience in resource planning in large operations and strong leadership skills. This position offers comprehensive training, annual leave, health coverage, and flexible benefits, alongside a supportive work environment focused on fair treatment and diversity.