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- Tasks: Lead strategic workforce planning to enhance customer support and optimise resources.
- Company: Join Domestic & General, a leader in delivering exceptional customer experiences.
- Benefits: Enjoy competitive salary, generous leave, health plans, and career development opportunities.
- Other info: Flexible hybrid working with a culture of continuous improvement and professional growth.
- Why this job: Make a real impact on customer service while shaping workforce strategies.
- Qualifications: Experience in contact centre planning and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: Flexible hybrid working – occasional travel to our Nottingham/Wimbledon office
Job Type: Full-time, Permanent
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
- 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.
- 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
- Proven experience in contact centre planning within a large-scale operation
- Strong knowledge of scheduling, staffing, and call routing
- Experience working with multiple BPOs
- Ability to balance staffing needs with commercial imperatives
- Solid understanding of contact centre systems (telephony, WFM, scheduling tools)
- A strategic thinker with excellent analytical and communication skills
- A collaborative leader who thrives in a fast-paced environment
We offer lots of great benefits! Some of which include:
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- 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
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- 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
- Employee discounts – with a range of discounts for 100s of online and high street retailers
Ready to Apply?
If you’re a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application. Don’t forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.
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.
Contact Centre Resource Planning Senior Manager in London employer: Domestic & General
Contact Detail:
Domestic & General Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Resource Planning Senior Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Domestic & General on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research the company’s mission and values, especially around customer experience. Be ready to share how your skills in workforce planning can help them achieve their goals.
✨Tip Number 3
Show off your analytical skills! Bring examples of how you've used data to improve workforce efficiency in past roles. This will demonstrate that you can hit the ground running in the Contact Centre Resource Planning Senior Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at Domestic & General.
We think you need these skills to ace Contact Centre Resource Planning Senior Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in contact centre planning. We want to see how your skills align with our mission to deliver exceptional customer experiences.
Showcase Your Analytical Skills: Since the role involves forecasting and analysis, don’t forget to mention any relevant tools or methodologies you’ve used. We love seeing candidates who can back up their claims with solid data!
Highlight Team Leadership Experience: As a senior manager, your ability to lead and mentor a team is crucial. Share examples of how you've developed teams in the past, as we’re all about fostering a culture of continuous improvement.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Domestic & General
✨Know Your Numbers
As a Contact Centre Resource Planning Senior Manager, you'll need to demonstrate your analytical skills. Brush up on key performance indicators (KPIs) relevant to workforce management and be ready to discuss how you've used data to drive decisions in the past.
✨Showcase Your Strategic Thinking
Prepare examples of how you've developed and executed workforce management strategies that align with business goals. Think about specific challenges you've faced and how you overcame them, especially in balancing staffing needs with commercial priorities.
✨Collaboration is Key
This role requires strong collaboration with various teams. Be prepared to discuss how you've partnered with Operations, HR, and Training teams in previous roles. Highlight any successful projects where communication played a crucial role in achieving objectives.
✨Lead with Confidence
As a leader, it's important to convey your ability to mentor and develop a team. Share your experiences in leading high-performing teams and fostering a culture of continuous improvement. Think about how you can inspire others and drive performance through effective coaching.