Contact Centre Operational Planner
Location: Any of the UK contact centre locations - Chessington World of Adventures, Merlin Technical Hub, Alton Towers (hybrid working is available after training period complete)
Contract Type: Permanent, salaried
Hours: 37.5 hours per week on a rotational basis, with shifts between 8am – 10pm, any 5 days out of 7 including weekends and bank holidays
Be part of a team that brings joy, creates connections, and makes memories! As our Contact Centre Operational Planner, you will play a vital role in shaping how our contact centres run every day. You will be the engine behind our workforce planning, ensuring the right people, with the right skills, are in the right place at the right time.
In this pivotal role, you will blend analytics, forecasting, and collaboration to build efficient schedules, optimise staffing levels, and ensure our operations run smoothly. If you love turning data into smart decisions and enjoy being at the centre of operational impact, this is the role for you!
The Contact Centre Operational Planner will work closely with senior managers to optimise labour allocation, manage rotas and holiday planning, and support a flexible, multiskilled workforce. Your role will evolve with the business, continuously improving our processes, embracing new technology, and finding smarter ways to plan for the future. From building dashboards to presenting strategic recommendations, you will help shape decisions at every level. Your insights will drive operational efficiency, financial effectiveness, and service quality across multiple contact centre locations
About Merlin
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.
If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at [email protected] and one of the team will get back to you as soon as possible.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Merlin Entertainments is a global leader in location-based entertainment, operating a portfolio of theme parks, water parks, and attractions.