1. Build a planning function from scratch
2. Huge impact in a fast-growth business
About Our Client
Are you ready to build something from the ground up?We're looking for a data-driven, curious, and highly capable individual to create and own the planning and performance framework for a fast-growing contact centre operation. This isn't a maintenance role - it's a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further.If you're ambitious, technically strong, and want a role where your work genuinely shapes how a large, high-energy sales and customer operation performs, this could be the opportunity you've been waiting for.
Job Description
3. Building short, medium, and long-term capacity plans based on telephony, sales, and demand data.
4. Designing efficient shift patterns, break structures, and offline time to keep performance optimised.
5. Owning shrinkage and holiday processes to ensure consistency across teams.
6. Creating automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.
7. Using data from multiple channels - phone, email, SMS, WhatsApp - to uncover trends, spot inefficiencies, and make recommendations.
8. Working with call transcripts and speech analytics to drive quality and productivity improvements.
9. Designing scalable processes for planning, scheduling, and adherence that can grow with the business.
10. Partnering closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.
11. Equipping managers with data that helps them make better daily decisions - without getting pulled into real-time firefighting.
The Successful Applicant
Essential: Experience in resource planning within a fast-paced sales or contact centre environment, using telephony systems to forecast, schedule, and analyse performance.
12. Advanced Excel skills; experience with Power BI/Tableau/SQL is a plus.
13. Strong analytical mindset with the ability to turn data into clear insight.
14. Confident, proactive, and comfortable building processes from scratch.
15. Curious and improvement-driven - always asking how things can work better.
16. Adaptable and resilient, thriving in rapid growth and change.
17. Excellent communicator who can influence stakeholders with data-led recommendations.
18. Ambitious and ready to take the next step, with future potential to grow into leadership.
What's on Offer
19. £45,000 - £50,000 salary
20. Huge investment in growth - this is a scale-up environment, not a steady-state corporate.
21. A chance to deliver big wins quickly, with the visibility and autonomy to make an impact.
22. An operation approaching 500 people, with service, sales, and marketing all under one roof.
23. Real progression: this role will evolve as the function grows.
24. Hybrid working after probation, 2 days at home (initially 4 days office-based to get fully embedded).
25. Central Manchester offices with a buzzing atmosphere
26. A people-focused culture with outstanding retention
27. Private healthcare
28. Birthdays off
29. Family days and volunteer days
30. Bring-your-pet-to-work incentives
31. Discounted travel (bus, tram, train) + season ticket loans
32. Discounted gym memberships
33. Life assurance, income protection
34. Free snacks, free drinks, and brilliant social events
If you want a role where you'll be in the center of activity - shaping the future of a major contact centre operation and building a function you can be proud of - we'd love to hear from you.