At a Glance
- Tasks: Support telephony systems and workforce planning tools to enhance operational efficiency.
- Company: Join a leading savings and investments firm with a rich heritage and innovative culture.
- Benefits: Enjoy competitive pension, generous leave, health cover, and flexible working options.
- Other info: Inclusive workplace welcoming diverse talents and offering excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while developing your technical skills.
- Qualifications: Experience with telephony platforms and strong analytical skills are essential.
The predicted salary is between 35000 - 45000 € per year.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
We are seeking a Telephony and Workforce Planning Specialist to provide hands-on configuration, operational support, and technical analysis across telephony platforms and Workforce Planning (WFP) tools. This role ensures telephony technologies, call routing, queue structures, and data integrations run reliably and accurately to support demand forecasting, scheduling, adherence, and real-time service management.
Key Responsibilities:
- Telephony Platform Support: Carry out day-to-day administration and configuration of telephony systems (e.g., queue changes, skill updates, routing edits, call flow amendments). Monitor telephony performance, routing accuracy, and system health; escalating issues as required. Maintain up to date documentation of call flows, queues, skills, and routing rules. Support testing and implementation of telephony platform upgrades and releases.
- Workforce Planning Data & Support: Ensure accurate and reliable data feeds between telephony platforms and workforce planning tools (e.g., real-time metrics, interval volumes, handle times). Manage configuration in the workforce planning system relating to telephony (skills, queues, schedules, profiles). Validate data integrity and investigate discrepancies impacting forecasting, scheduling, or adherence.
- Operational Support & Analysis: Provide timely analysis of telephony data trends (call patterns, failure points, routing volumes, performance metrics). Support Planning team colleagues with technical insights to improve forecasts, staffing models, and operational decision making. Assist in investigating issues raised by Operations, identifying root causes and supporting solutions. Support the Architect in delivering technical changes, small projects, and continuous improvement initiatives. Contribute to testing, validating, and documenting new routing designs or system enhancements. Identify inefficiencies or errors in telephony and workforce planning processes and propose improvements. Work closely with Operations, IT, Change, and vendor partners to resolve issues and deliver improvements. Communicate technical information clearly to non-technical stakeholders. Support training and knowledge sharing across the Planning team on telephony/workforce planning processes.
Key Knowledge, Skills & Experience:
- Experience working with telephony platforms in a contact centre environment (ACD, IVR, queues and routing).
- Logical and methodical approach to problem solving.
- Proficiency in Workforce Management tools (e.g., Verint is desirable) and Excel.
- Basic understanding of API feeds, data flows, or scripting.
- Ability to communicate clearly and influence stakeholders under pressure.
- Highly analytical and detail-oriented individual.
- Possess exceptional problem-solving skills and a natural curiosity to explore patterns and trends.
- Able to work independently, with a critical eye for detail, thriving in a dynamic environment and can effectively prioritise and manage multiple projects simultaneously.
- Strong communication with the ability to transform complex information into a clear and concise manner.
Location: Kildean
Closing Date: 26th May 2026
What we offer:
- As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
- Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
- Health & Protection cover including Private Healthcare, Critical Illness Cover and Life Assurance for you, with family options.
If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: careers@mandg.com. M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent.
Telephony & Workforce Planning Specialist in Stirling employer: M&G
M&G Life is an exceptional employer that prioritises employee well-being and growth, offering a generous pension scheme, extensive annual leave, and comprehensive family support policies. With a commitment to inclusivity and flexibility, we foster a collaborative work culture where every team member can thrive and contribute to our ambitious growth plans. Join us in Kildean, where your expertise as a Telephony & Workforce Planning Specialist will be valued and supported in a dynamic environment focused on innovation and integrity.
StudySmarter Expert Advice🤫
We think this is how you could land Telephony & Workforce Planning Specialist in Stirling
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you answer questions confidently and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more relaxed you'll feel when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows that you’re enthusiastic about the role and appreciate the opportunity.
We think you need these skills to ace Telephony & Workforce Planning Specialist in Stirling
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with telephony platforms and workforce planning tools. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in a contact centre environment. We love candidates who can think logically and methodically, so share those stories that demonstrate your analytical prowess!
Keep It Clear and Concise:When writing your application, remember to communicate your ideas clearly. We appreciate straightforward language that gets to the point, especially when it comes to technical information. Make it easy for us to see your potential!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at M&G
✨Know Your Telephony Stuff
Make sure you brush up on your knowledge of telephony platforms and workforce management tools. Familiarise yourself with ACD, IVR, and how call routing works. Being able to discuss these topics confidently will show that you're ready to hit the ground running.
✨Show Off Your Analytical Skills
Prepare to demonstrate your analytical abilities by discussing past experiences where you've used data to solve problems. Think about specific examples where you identified trends or discrepancies in data and how you addressed them. This will highlight your logical approach to problem-solving.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. You might be asked to communicate with non-technical stakeholders, so being able to break down information clearly is key. Try explaining a technical topic to a friend or family member to refine your skills.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle real-life challenges in the role. Think about potential issues that could arise in telephony and workforce planning, and prepare your responses. This will show that you can think on your feet and are proactive in finding solutions.
