Operational Planning Lead (Contact Centre)

£50,000 - £55,000 + Bonus (20%) & Benefits

Looking to take your Planning & Leadership skills to the next level? We're working with an instantly recognisable nationwide brand that takes absolute pleasure in providing inclusive workplaces for their staff as well as giving them all the tools they need to be successful. The Operational Planning Lead will play a pivotal role to support the Contact Centre performance, working closely with Ops & Wider Planning leadership teams ensuring their customers can reach them in line with desired service goals. 

If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other WFM & Resource Planning positions!


Job Summary

Our client’s WFM team has recently grown and with that growth comes the need for a new Operational Planning Lead which is where you come in. The business continues to lead the way as an industry leader in their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact on their success.


Your role

As the Operational Planning Lead, work with stakeholders, planning colleagues, and operations across all departments analysing key performance trends on the day and in the short term planning window enabling the team to deploy the right resource to the right type of contact at the right time. You will lead, motivate and inspire the Resource Planning team to deliver against clear objectives aligned to the overall Contact Centre strategy creating a highly successful thriving environment. 


About you

You will ideally be a true Resource Planning professional coming through the ranks with a thorough understanding of Contact Centres from the ground up (extra points if you have experience of working with Verint Impact 360 WFM tool) and have been great at it and all that being a Operational Planning Lead involves –if it needs explaining then this is probably not for you.


Some bullet points about you:

  • Strong leadership capabilities in managing Resource Planning in a fast-paced environment

  • Experience in Voice, None-Voice, Chat, SMS and Web Contacts 

  • Knowledge of designing and implementing innovative contact centre planning techniques 

  • Experience of Forecasts and Headcount Models 

  • Proven stakeholder management exposure at all levels, demonstrating influence and communication skills 


Working Options 

Working 5 Days out of 7 - 2 Days on Site with 3 Working from home 


How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then contact us and make it for the attention of John who will answer any questions that you might have!