Telephony & Workforce Planning Specialist

TL;DR

Telephony & Workforce Planning Specialist (Contact Centre): Provide hands-on configuration, operational support, and technical analysis for telephony platforms and workforce planning tools with an accent on call routing, queue structures, and data integrations. Focus on monitoring performance, troubleshooting issues, validating data integrity, and delivering insights for forecasting and scheduling.

Location: Kildean, Stirling, Scotland

Company

Savings and investments firm with over 175 years of heritage in asset management and life insurance, managing £300Bn for 5 million customers.

What you will do

• Administer and configure telephony systems including queues, skills, routing, and call flows.
• Monitor telephony performance and system health, escalating issues and maintaining documentation.
• Ensure accurate data feeds between telephony and workforce planning tools, managing configurations for skills and schedules.
• Analyze telephony data trends to support forecasting, staffing, and operational decisions.
• Troubleshoot issues, support testing of upgrades, and contribute to improvements with Operations, IT, and vendors.
• Communicate technical information to non-technical stakeholders and share knowledge across the team.

Requirements

• Experience with telephony platforms in contact centre environments (ACD, IVR, queues, routing).
• Proficiency in Workforce Management tools (e.g. Verint desirable) and Excel.
• Basic understanding of API feeds, data flows, or scripting.
• Logical problem-solving, analytical skills, and attention to detail.
• Strong communication to explain complex info clearly under pressure.
• Ability to work independently, prioritize multiple projects in dynamic environment.

Culture & Benefits

• Flexible working arrangements and workplace accommodations.
• 18% pension (13% employer, 5% employee), Share Save, Share Incentive Plan, financial wellbeing support.
• 38 days annual leave including bank holidays, buy up to 5 extra days, Time Off When You Need It policy.
• Inspiring Families policy with paid parental leave for maternity, adoption, surrogacy, paternity.
• Private Healthcare, Critical Illness cover, Life Assurance with family options.
• Inclusive culture with employee networks, Disability Confident Leader.