At a Glance
- Tasks: Shape the future of our contact centres with data-driven planning and scheduling.
- Company: Join a fun and dynamic team at Merlin Entertainment.
- Benefits: Enjoy discounts on LEGO, free attraction tickets, and ongoing training.
- Other info: Flexible working options available after training, with great career growth potential.
- Why this job: Make a real impact while enjoying a vibrant work culture.
- Qualifications: Strong analytical skills and experience in resource forecasting required.
The predicted salary is between 30000 - 40000 € per year.
Location: Any of the UK contact centre locations - Chessington World of Adventures, Merlin Technical Hub, Alton Towers (hybrid working is available after training period complete)
Contract Type: Permanent, salaried
Hours: 37.5 hours per week on a rotational basis, with shifts between 8am – 10pm, any 5 days out of 7 including weekends and bank holidays
What you'll bring to the team:
Be part of a team that brings joy, creates connections, and makes memories! As our Contact Centre Operational Planner, you will play a vital role in shaping how our contact centres run every day. You will be the engine behind our workforce planning, ensuring the right people, with the right skills, are in the right place at the right time. In this pivotal role, you will blend analytics, forecasting, and collaboration to build efficient schedules, optimise staffing levels, and ensure our operations run smoothly. If you love turning data into smart decisions and enjoy being at the centre of operational impact, this is the role for you!
The Contact Centre Operational Planner will work closely with senior managers to optimise labour allocation, manage rotas and holiday planning, and support a flexible, multiskilled workforce. Your role will evolve with the business, continuously improving our processes, embracing new technology, and finding smarter ways to plan for the future. From building dashboards to presenting strategic recommendations, you will help shape decisions at every level. Your insights will drive operational efficiency, financial effectiveness, and service quality across multiple contact centre locations.
Qualifications & Experience:
- Strong analytical and problem‑solving skills, with excellent attention to detail
- 1–2 years’ proven experience in resource forecasting and planning in a B2C environment
- Solid understanding of multi‑channel customer demand and operational drivers
- Ability to interpret complex data and turn it into actionable planning decisions
- Skilled at presenting workforce strategies and insights to senior stakeholders
- Confident communicator, both verbal and written, able to explain new concepts clearly
- Strong relationship‑building skills across teams and departments
- Flexible, creative thinker who’s open to new approaches and continuous improvement
Benefits:
- 40% discount off LEGO® sets and products on the online LEGO Store!
- Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
- 25% discount in Merlin retail shops and restaurants
- Staff discount codes for Merlin Annual Passes to gift to loved ones!
- Private pension scheme
- Life assurance scheme
- Employee assistance programme
- Access to Perks at Work which offers over 30,000 national & local employee discounts
- Ongoing training & development
Pay Range: Competitive
Contact Centre Operational Planner employer: Merlin
Join a vibrant team at Merlin, where your role as a Contact Centre Operational Planner will not only shape operational efficiency but also contribute to creating unforgettable experiences for our guests. With a strong focus on employee growth, we offer ongoing training and development opportunities, alongside fantastic benefits like a 40% discount on LEGO products and a Merlin Magic Pass for free access to attractions worldwide. Our supportive work culture encourages creativity and collaboration, making it an excellent place for those looking to make a meaningful impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operational Planner
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the company through LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by practising common questions related to operational planning and analytics. Think about how your past experiences align with the job description. We want you to showcase your problem-solving skills and ability to interpret data effectively!
✨Tip Number 3
Don’t forget to highlight your communication skills! As a Contact Centre Operational Planner, you'll need to present strategies to senior stakeholders. Practise explaining complex concepts in simple terms, so you can impress during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team. Let’s get you on board!
We think you need these skills to ace Contact Centre Operational Planner
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contact Centre Operational Planner role. Highlight your analytical skills and any experience in resource forecasting. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention your problem-solving skills and ability to work with data.
Showcase Your Communication Skills:Since you'll be presenting strategies to senior stakeholders, it's crucial to demonstrate your communication skills in your application. Use clear and concise language, and don’t shy away from sharing examples of past successes!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s straightforward, and you’ll find all the details you need to complete your application. Let’s get started on this journey together!
How to prepare for a job interview at Merlin
✨Know Your Numbers
As a Contact Centre Operational Planner, you'll be dealing with data daily. Brush up on your analytical skills and be ready to discuss how you've used data to make decisions in the past. Prepare examples of how you’ve forecasted resource needs or optimised schedules.
✨Showcase Your Communication Skills
This role requires you to present strategies to senior stakeholders. Practice explaining complex concepts in simple terms. You might even want to prepare a mini-presentation on a past project where you successfully communicated insights that led to operational improvements.
✨Demonstrate Flexibility and Creativity
The company values innovative thinkers. Think of times when you’ve had to adapt your planning approach or come up with creative solutions to staffing challenges. Be ready to share these experiences and how they benefited your previous teams.
✨Build Relationships
Relationship-building is key in this role. Prepare to discuss how you've collaborated with different teams in the past. Highlight any specific instances where your relationship management skills led to successful outcomes in workforce planning or operational efficiency.
