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- Tasks: Lead strategic planning for our Contact Centre and shape staffing decisions.
- Company: Join Domestic & General, a dynamic company focused on exceptional customer experiences.
- Benefits: Enjoy hybrid work, health plans, discounts, and career development opportunities.
- Why this job: Make a real impact in a transformative role with growth potential.
- Qualifications: Experience in contact centre resource planning and strong analytical skills required.
- Other info: Be part of a creative culture and help drive our exciting growth journey.
The predicted salary is between 60000 - 80000 £ per year.
At Domestic & General, we’re focused on delivering exceptional customer experiences—and that starts with having the right people in the right place at the right time. As our Strategic Planning Manager, you’ll lead the long‑term and mid‑term planning strategy for our Contact Centre, ensuring resource requirements align with business growth, service ambitions, and commercial priorities. This is a high‑impact role where you’ll develop accurate forecasts, capacity models, and strategic insights that shape decisions on staffing, transformation initiatives, and customer experience improvements.
About You
- Extensive experience in contact centre resource planning for large, multi‑site operations
- Strong expertise in forecasting, capacity modelling, and demand analytics
- Ability to manage complex planning environments, including multiple BPOs
- Highly numerate with strong analytical and data interpretation skills
- Solid understanding of contact centre systems (telephony, WFM, analytics platforms)
- Proven leadership experience with a track record of developing high‑performing teams
The Role
- Own and refine the multi‑year resource planning model aligned to business growth and customer experience objectives
- Partner with senior leaders to anticipate future demand and capacity requirements
- Model the impact of strategic changes such as channel shifts, technology adoption, and product launches
- Lead the creation of accurate forecasts at monthly, quarterly, and annual horizons
- Analyse historical trends and external factors to improve forecast accuracy
- Establish required staffing levels (FTE) and conduct scenario modelling to support commercial decisions
- Recommend optimal resource mix across in‑house teams and BPO partners
- Produce planning dashboards, variance reports, and workforce recommendations
- Collaborate with Operations, HR, Finance, and Change teams to ensure alignment on workforce needs
- Evaluate planning tools and introduce best practices to enhance forecasting capability
- Lead, mentor, and develop a team of planning analysts and managers
Working for us, works for you
Personal and professional growth is encouraged, with internal mobility programmes providing networking opportunities and leadership development programmes. Work‑life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long‑service awards. 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.
The culture at Domestic & General is creative, fast‑moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and 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.
Strategic Planning Manager employer: theforum.social - jobboard
Contact Detail:
theforum.social - jobboard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Planning Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Domestic & General on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into the role. Brush up on your forecasting and capacity modelling skills, and be ready to discuss how you’ve tackled similar challenges in the past. We want to see your analytical prowess!
✨Tip Number 3
Showcase your leadership experience! Think of examples where you’ve developed high-performing teams or led successful projects. We love to see how you can inspire others while driving results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of our exciting journey at Domestic & General.
We think you need these skills to ace Strategic Planning Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Strategic Planning Manager role. Highlight your experience in contact centre resource planning and any relevant forecasting skills. 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 the perfect fit for this role. Share specific examples of your achievements in strategic planning and how they relate to our goals at Domestic & General.
Showcase Your Analytical Skills: Since this role requires strong analytical abilities, make sure to include examples of how you've used data to drive decisions in previous roles. We love numbers, so don’t shy away from showcasing your forecasting and capacity modelling expertise!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Don’t miss out on this opportunity!
How to prepare for a job interview at theforum.social - jobboard
✨Know Your Numbers
As a Strategic Planning Manager, you'll need to demonstrate your expertise in forecasting and capacity modelling. Brush up on key metrics and be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of your analytical work to the table!
✨Understand the Business
Familiarise yourself with Domestic & General's business model and their customer experience goals. Show that you understand how strategic planning aligns with their commercial priorities. This will help you connect your skills to their needs during the interview.
✨Prepare for Scenario Questions
Expect questions that ask you to model the impact of strategic changes or to analyse historical trends. Practice articulating your thought process and how you would approach these scenarios. This will showcase your problem-solving skills and strategic mindset.
✨Showcase Leadership Experience
Since this role involves leading a team, be prepared to discuss your leadership style and past experiences in developing high-performing teams. Share specific examples of how you've mentored others and driven results through collaboration.