Telephony & Workforce Planning Specialist

What You’ll Be Doing

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

What We’re Looking For

• 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

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

What We Offer

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.


• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.


• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.


• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

Location: Kildean

Closing Date: Tuesday 30th June 2026

We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee‑led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro‑divergent conditions.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: careers@mandg.com