Telephony & Workforce Planning Specialist

Responsibilities

• Working closely with the Telephony & Workforce Planning Architect, you'll play a hands-on role in keeping our operation running smoothly and intelligently:
• Telephony & Systems
• Configure and manage queues, routing, call flows, and skills
• Monitor performance and troubleshoot issues
• Support upgrades, testing, and system improvements
• Workforce Planning Support
• Ensure clean, accurate data flows between telephony and WFM tools
• Maintain configuration for forecasting, scheduling, and real-time management
• Investigate and resolve data inconsistencies that impact planning
• Insights & Improvement
• Analyse call trends, volumes, and performance data
• Support planners with insights to improve forecasts and staffing models
• Contribute to continuous improvement and smarter ways of working

Requirements

• We're keen to speak to candidates who bring a mix of:
• Contact centre experience (ACD, IVR, queues, routing)
• Workforce Management / Planning exposure (e.g. Verint or similar)
• A logical, analytical mindset with strong attention to detail
• Confidence working with data (Excel skills essential)
• Ability to translate technical insight into clear, practical recommendations
• This role could be well suited to those with a planning background who want to move closer to the technical side of operations.
• You'll be part of a complex, multi-partner ecosystem, working with organisations such as Equiniti, Diligenta, and Willis Towers Watson, as well as collaborating with teams across the UK, Ireland, and Poland.
• Why join now?
• Be part of a brand-new function you can help shape
• Work at the intersection of operations, technology, and planning
• Play a key role in delivering a better experience for millions of customers
• Join a business with clear growth ambition and investment
• If you're naturally curious, detail-driven, and passionate about making contact centres run smarter - we'd love to hear from you.
• Location: Kildean
• Closing Date: Tuesday 30th June 2026

Benefits

Additional Information

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role. This is your chance to step into a newly created role at the heart of M&G Life's ambitious growth journey. Formed in October 2024, M&G Life brings together the scale of a closed book operation with the energy of an open wealth business - now supporting 5+ million customers and over £300bn in assets. With bold plans for 2026 and beyond, we're investing in the technology, tools, and talent that will power the next phase of our evolution. That's where you come in. This isn't a traditional planning or telephony role - it's a hybrid opportunity where you'll bridge contact centre expertise, telephony systems, and workforce planning insight. Perfect for someone who: Understands how a contact centre really works (queues, routing, customer demand) Has exposure to Workforce Management / Planning (WFM) Enjoys solving problems, spotting patterns, and improving how things run behind the scenes

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