Contact Centre Planner
| Job Type | Permanent Full Time |
| Location | West Sussex |
| Area | West Sussex, UK |
| Sector | Customer Service |
| Salary | £28,000 - £32,500 DOE plus excellent company benefits |
| Start Date | |
| Advertiser | Nicola Francis |
| Telephone | 01342 325 316 |
| Job Ref | NF15422 |
- Description
Contact Centre Planner – West Sussex
Lloyd Recruitment Services are partnering with a reputable business in the West Sussex area who are seeking a Contact Centre Planner to join their team on a full-time, permanent basis.
Purpose of the Role
The Contact Centre Planner will be a key member of the Resources Team, responsible for ensuring staffing levels align with demand and that service level performance is consistently met. You will analyse and forecast customer demand, plan resources accordingly, and provide management information (MI) to stakeholders to demonstrate performance against KPIs.
What’s in it for you?
- Competitive salary of £28,000 – £32,500 DOE plus excellent benefits
- Hybrid working model: mixture of office-based and remote working
- Monday to Friday, 35-hour week
- 25 days’ holiday plus bank holidays
- Option to buy or sell up to 5 days’ holiday per year
- Company pension scheme
- Life assurance
- Private health scheme
- Discounted gym membership
- Discounts at a number of retailers
- Childcare and eye care voucher schemes
Key Responsibilities
- Monitor agent activity and address non-adherence in real time to ensure smooth operations
- Respond to real-time call volumes, taking proactive action to manage high-demand periods
- Liaise with stakeholders at all levels, providing accurate and timely information on resources and performance
- Analyse data from multiple sources to forecast future customer demand, identifying challenges and opportunities
- Create and maintain individual and departmental performance reports
- Update telephony system scripting as required
- Collaborate with the team to ensure adequate staffing coverage and efficient workflow
- Plan and schedule resources across all customer service channels, including arrangements for briefings or group coaching sessions
Essential Skills & Experience
- Previous experience in resource planning within a busy contact centre
- Strong verbal and written communication skills
- High attention to detail with the ability to work quickly and accurately
- Ability to analyse complex data from multiple sources
- Proficient in Outlook, email, diary management, Word and Excel, or G Suite equivalents
- Excellent teamwork, adaptable and able to work with new or existing systems/procedures
- Resourceful and proactive, taking ownership of assigned work and accountability for results
Extra Information:
- Refer a friend and earn a retail voucher worth up to £500! Full details can be found on our website.
- Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
- By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
