Contact Centre Planning & Scheduling Lead

This is an exciting opportunity to lead the workforce planning function within our Direct Operations Contact Centre. You’ll play a key part in ensuring we have the right people in the right place at the right time to deliver brilliant customer experiences. Working closely with operational and cross‑functional teams, you’ll shape our forecasting, scheduling, and real‑time management capabilities. You’ll also help us get the best from our workforce management platforms as we continue to enhance how we support our people and our customers. If you’re passionate about efficiency, insight, and making a measurable impact, this role could be a great fit for you.

• Lead the development of accurate short‑ and long‑term forecasts across all customer channels to support strong service delivery.
• Create efficient schedules that balance operational needs with colleague wellbeing and support a consistently positive customer experience.
• Develop and mentor the workforce planning team, building capability and fostering continuous improvement.
• Partner with key stakeholders to ensure planning models reflect marketing activity, product changes, seasonality, and strategic priorities.
• Analyse performance trends and provide clear insights and recommendations to improve forecasting accuracy, scheduling effectiveness, and contact centre efficiency.

• Significant experience in workforce planning within a contact centre environment, including multi‑site or remote teams.
• Strong technical knowledge of WFM platforms (e.g. Verint, NICE, Cisco, Calabrio) and experience implementing new functionality or systems.
• Excellent analytical skills with strong proficiency in Excel and data analysis tools.
• Confident communicator with strong stakeholder management and leadership skills, able to influence and collaborate effectively.
• Customer‑centric mindset, with experience planning for omnichannel environments (voice, messaging, email, back office) and an interest in AI‑driven forecasting tools.

What will you get for this role? 

• A competitive market leading salary depending on skills, experience, and qualifications 

• Generous pension (employee contribution matching of up to 14% if you contribute 8%) 

• Annual performance related bonus and pay review 

• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days 

• Generous Health & dental insurance contributions

• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme 

• Cycle to Work benefit scheme 

• TaxSaver Travel Scheme 

• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave. 

• Up to 40% discount for some Aviva products plus discounts for Friends and Family 

• Employee Assistance Programme 

• Volunteering days 

• Professional qualification support and transparent career progression plans 

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – Spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact vivien.gergaly@aviva.com