Lead the long-term and mid-term planning strategy for the Contact Centre, ensuring resource requirements align with business growth, service ambitions, and commercial priorities
Job Summary
Lead the long-term and mid-term planning strategy for the Contact Centre, ensuring resource requirements align with business growth, service ambitions, and commercial priorities.
Develop accurate forecasts, capacity models, and strategic insights that shape decisions on staffing, transformation initiatives, and customer experience improvements.
Domestic & General offers personal and professional growth, work-life balance, a hybrid role, health cash plan, instant discounts, and a free protection plan.
Matching Summary
Lead the long-term and mid-term planning strategy for the Contact Centre, ensuring resource requirements align with business growth, service ambitions, and commercial priorities.
Skills & Requirements
Must-have
Contact centre resource planning
Forecasting and capacity modelling
Demand analytics
Contact centre systems
Leadership and team development
Nice-to-have
Creative and fast-moving culture
Transformational change
Customer-centric approach
Personal and professional growth
Key Requirements
Extensive experience in contact centre resource planning
Strong expertise in forecasting, capacity modelling, and demand analytics
Ability to manage complex planning environments
Highly numerate with strong analytical and data interpretation skills