Shape the future of customer contact at Aviva! We’re looking for a confident, forward-thinking Planning and Scheduling expert to lead our contact centre Planning team in Galway. This is a key role in our customer service strategy, helping us deliver seamless, high-quality experiences every day.
Duties & Responsibilities
Lead and manage the planning and scheduling function, driving performance and service excellence.
Oversee the operation and optimisation of telephony systems and infrastructure.
Collaborate with stakeholders to improve customer experience and operational efficiency.
Support future planning and innovation in Customer Contact and workforce management.
Develop and maintain short-term and long-term forecasts for call volumes, staffing requirements, and workload distribution.
Responsible for ensuring FTE alignment with budget forecast.
Ensure compliance with industry regulations and internal standards.
Skills & Experiences
Strong leadership and stakeholder management skills.
Proficient in forecast and budget delivery.
Experience in service delivery within high-volume environments.
Knowledge of regulatory compliance in financial services sector.
Experience with workforce management systems or their implementation is a distinct advantage.
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 after six months
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
