Contact Centre Resource Planning Senior Manager
Contract Type: Permanent, Full-time
Location: Hybrid - Wimbledon or Nottingham
At Domestic & General, we’re on a mission to deliver exceptional customer experiences. We’re looking for an experienced and commercially minded Contact Centre Resource Planning Senior Manager to lead our enterprise-wide workforce management and dialler strategy across Domestic & General’s contact centre operation.
This is a highly influential leadership role with responsibility for end-to-end workforce planning, forecasting, scheduling, routing, dialler management and optimisation. You’ll ensure that customer demand, service performance, colleague productivity and commercial outcomes are balanced effectively across our multi-site operation.
You’ll bring together our strategic planning, tactical planning, routing, real-time and dialler management capabilities. You’ll provide senior leaders with the insight and recommendations needed to make effective capacity, investment and operational decisions
About You
You’ll be an established workforce management leader with experience operating in a large, complex contact centre environment. You’ll combine in-depth technical knowledge with strong commercial judgement and the ability to influence senior stakeholders.
To be successful in this role, you will have:
- Significant experience across workforce planning, forecasting, scheduling, capacity management, routing and real-time optimisation.
- Strong knowledge of outbound dialler strategy, lead prioritisation and campaign management.
- Experience balancing customer service, productivity, resource utilisation, cost and commercial performance.
- The ability to develop long-term capacity plans and translate complex data into practical recommendations.
- Experience leading sizeable specialist teams through senior managers.
- Knowledge of workforce management technology, telephony and dialler platforms.
- Experience working across multi-site operations and outsourced or BPO partner networks.
- Strong stakeholder-management skills, with the confidence to challenge assumptions and influence strategic priorities.
The Role
- Define and lead our workforce management and dialler strategy, aligned with customer, operational and commercial objectives.
- Develop long-term workforce plans, forecasting models and scenario analysis to support sustainable service delivery and future growth.
- Lead strategic capacity planning across our internal operations and partner networks, balancing service, productivity, cost and customer outcomes.
- Own our outbound dialler strategy, using campaign optimisation and automated calling technology to help us contact the right customers at the right time.
- Oversee outbound demand prioritisation, adviser capacity allocation, lead management and campaign performance.
- Deliver workforce optimisation initiatives that improve efficiency, flexibility, resource utilisation and operational performance.
- Provide senior stakeholders with clear workforce insight, scenario modelling and impact assessments.
- Analyse customer demand, operational trends and performance data to inform strategic decisions and investment priorities.
- Ensure our workforce and dialler technologies, governance frameworks and operating standards remain aligned with business requirements and industry best practice.
- Lead workforce technology improvements and the development of operational planning processes.
- Build strong partnerships across Operations, Finance, HR, Talent Acquisition, Commercial, Technology, Product, Change and Data teams.
- Lead and develop the Workforce Management and Dialler Management leadership teams, strengthening capability, succession and accountability.
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 at 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.
