Contact Centre Resource Planning Senior Manager
Location: Flexible hybrid working – occasional travel to our Nottingham/Wimbledon office
Job Type: Full-time, Permanent
Closing Date: Friday 26th September
At Domestic & General, we’re on a mission to deliver exceptional customer experiences. As our new Contact Centre Resource Planning Senior Manager, you’ll play a pivotal role in shaping how we support our customers by leading strategic workforce planning across our contact centre operations.
This is a fantastic opportunity to influence how we forecast, schedule, and optimise resources to meet customer demand while balancing commercial priorities.
Key Responsibilities:
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Strategic Workforce Planning:
Develop and execute workforce management strategies that align with business goals and customer service objectives. Collaborate with senior leadership to forecast call volumes and service needs, adjusting staffing plans as necessary. -
Forecasting & Analysis:
Analyse historical data and trends to create accurate forecasts and staffing models.
Monitor and report on key performance indicators (KPIs) related to workforce efficiency and effectiveness.
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Scheduling & Resource Allocation:
Lead the creation of staffing schedules to ensure optimal coverage during peak and off-peak hours. Implement strategies to manage absenteeism, overtime, and agent utilisation. -
Performance Management:
Develop and implement performance metrics to measure workforce effectiveness. Provide actionable insights to improve operational performance based on workforce data analysis. -
Collaboration & Communication:
Partner with Operations, HR, and Training teams to ensure alignment on workforce needs. Communicate plans and performance updates to stakeholders. -
Technology & Tools:
Evaluate and implement workforce management systems to enhance forecasting, scheduling, and reporting capabilities. -
Team Leadership:
Lead and mentor a high-performing workforce management team. Foster a culture of continuous improvement and professional development. Conduct regular performance reviews and provide coaching to team members.
What we’re looking for:
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Proven experience in contact centre planning within a large-scale operation
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Strong knowledge of scheduling, staffing, and call routing
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Experience working with multiple BPOs
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Ability to balance staffing needs with commercial imperatives
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Solid understanding of contact centre systems (telephony, WFM, scheduling tools)
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A strategic thinker with excellent analytical and communication skills
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A collaborative leader who thrives in a fast-paced environment
We offer lots of great benefits! Some of which include:
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Competitive salary and annual discretionary bonus
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25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
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Training opportunities as well as clearly defined career progression
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Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
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Attractive company pension scheme
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Life assurance – employer funded cover of 4x basic salary
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Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
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Salary Finance – access to savings and borrowing through payroll
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Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
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Travel Loans – interest free loans to help spread the cost of annual travel tickets
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Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
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Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
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OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
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Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
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Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
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Employee discounts – with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.