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Design, build, and own contact centre planning and performance, using data to optimise resources, processes, and operational effectiveness in a fast-growth environment.
Client Details
Are you ready to build something from the ground up?
We're looking for a data-driven, curious, and highly capable individual to create and own the planning and performance framework for a fast-growing contact centre operation. This isn't a maintenance role - it's a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further.
If you're ambitious, technically strong, and want a role where your work genuinely shapes how a large, high-energy sales and customer operation performs, this could be the opportunity you've been waiting for.
Description
- Building short, medium, and long-term capacity plans based on telephony, sales, and demand data.
- Designing efficient shift patterns, break structures, and offline time to keep performance optimised.
- Owning shrinkage and holiday processes to ensure consistency across teams.
- Creating automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.
- Using data from multiple channels - phone, email, SMS, WhatsApp - to uncover trends, spot inefficiencies, and make recommendations.
- Working with call transcripts and speech analytics to drive quality and productivity improvements.
- Designing scalable processes for planning, scheduling, and adherence that can grow with the business.
- Partnering closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.
- Equipping managers with data that helps them make better daily decisions - without getting pulled into real-time firefighting.
Profile
Essential: Experience in resource planning within a fast-paced sales or contact centre environment, using telephony systems to forecast, schedule, and analyse performance.
- Advanced Excel skills; experience with Power BI/Tableau/SQL is a plus.
- Strong analytical mindset with the ability to turn data into clear insight.
- Confident, proactive, and comfortable building processes from scratch.
- Curious and improvement-driven - always asking how things can work better.
- Adaptable and resilient, thriving in rapid growth and change.
- Excellent communicator who can influence stakeholders with data-led recommendations.
- Ambitious and ready to take the next step, with future potential to grow into leadership.
Job Offer
- 45,000 - 50,000 salary
- Huge investment in growth - this is a scale-up environment, not a steady-state corporate.
- A chance to deliver big wins quickly, with the visibility and autonomy to make an impact.
- An operation approaching 500 people, with service, sales, and marketing all under one roof.
- Real progression: this role will evolve as the function grows.
- Hybrid working after probation, 2 days at home (initially 4 days office-based to get fully embedded).
- Central Manchester offices with a buzzing atmosphere
- A people-focused culture with outstanding retention
- Private healthcare
- Birthdays off
- Family days and volunteer days
- Bring-your-pet-to-work incentives
- Discounted travel (bus, tram, train) + season ticket loans
- Discounted gym memberships
- Life assurance, income protection
- Free snacks, free drinks, and brilliant social events
If you want a role where you'll be in the center of activity - shaping the future of a major contact centre operation and building a function you can be proud of - we'd love to hear from you.
