Strategic Planning Manager

Job description

Strategic Planning Manager Location: Remote with occasional visits to our Wimbledon or Nottingham office Contract Type: Full-time, Permanent 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: To be successful in this role, you will need: - 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) - Pr...