At a Glance
- Tasks: Support telephony systems and workforce planning tools to enhance operational efficiency.
- Company: Join a leading savings and investments firm with over 175 years of innovation.
- Benefits: Enjoy 38 days annual leave, competitive pension, and flexible working arrangements.
- Other info: Inclusive culture that values diversity and supports personal growth.
- 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 required.
The predicted salary is between 40000 - 50000 € 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.
Working under the guidance of the Telephony & Workforce Planning Architect, the Specialist helps deliver day-to-day changes, maintains system accuracy, troubleshoots issues, and provides technical insight to the wider Planning and Operational teams.
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.
- 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: At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future.
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. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people.
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. 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
Telephony & Workforce Planning Specialist in Stirling employer: Prudential Distribution
M&G is an exceptional employer that prioritises employee wellbeing and professional growth, offering a generous benefits package including an 18% pension scheme, 38 days of annual leave, and comprehensive family support policies. Our inclusive culture fosters diversity and collaboration, ensuring that every team member feels valued and empowered to thrive in their role as a Telephony & Workforce Planning Specialist in Kildean. With flexible working arrangements and a commitment to continuous improvement, M&G provides a dynamic environment where you can make a meaningful impact while advancing your career.
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 the role.
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and keep you top of mind for the hiring team. Plus, it shows your enthusiasm for the position.
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 for the Telephony & Workforce Planning Specialist role. Highlight your experience with telephony platforms and workforce management tools, as this will show us you’re a great fit for the position.
Showcase Your Problem-Solving Skills:We love candidates who can think critically! Use examples from your past experiences to demonstrate how you've tackled challenges in telephony or workforce planning. This will help us see your analytical side in action.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clear communication, especially when it comes to technical information. Make sure your points are easy to understand, even for non-technical folks!
Apply Through Our Website:Don’t forget 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 to do!
How to prepare for a job interview at Prudential Distribution
✨Know Your Telephony Tech
Familiarise yourself with the telephony platforms mentioned in the job description, like ACD and IVR systems. Be ready to discuss your experience with call routing and queue management, as this will show you understand the technical aspects of the role.
✨Data is Key
Brush up on your knowledge of workforce management tools, especially if you have experience with Verint. Be prepared to talk about how you've used data analysis to improve operational efficiency in previous roles.
✨Problem-Solving Mindset
Demonstrate your logical and methodical approach to problem-solving. Think of specific examples where you've identified issues in telephony or workforce planning processes and how you proposed improvements.
✨Communicate Clearly
Practice explaining complex technical information in a simple way. You might be asked to communicate insights to non-technical stakeholders, so showing that you can bridge that gap will be a big plus.
