Telephony & Workforce Planning Specialist

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.

M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2026 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

We are seeking a Telephony and Workforce Planning Specialist to provide hands on configuration, operational support, and technical analysis across telephony platforms and Workforce Planning (WFP) tools.

This role ensures telephony technologies, call routing, queue structures, and data integrations run reliably and accurately to support demand forecasting, scheduling, adherence, and real time service management.

Working under the guidance of the Telephony & Workforce Planning Architect, the Specialist helps deliver day to day changes, maintains system accuracy, troubleshoots issues, and provides technical insight to the wider Planning and Operational teams.
 

Key Responsibilities
 

Telephony Platform Support

• Carry out day to day administration and configuration of telephony systems (e.g., queue changes, skill updates, routing edits, call flow amendments).
• Monitor telephony performance, routing accuracy, and system health. Escalating issues as required.
• Maintain up to date documentation of call flows, queues, skills, and routing rules.
• Support testing and implementation of telephony platform upgrades and releases.

Workforce Planning Data & Support

• Ensure accurate and reliable data feeds between telephony platforms and workforce planning tools (e.g. real time metrics, interval volumes, handle times).
• Manage configuration in the workforce planning system relating to telephony (skills, queues, schedules, profiles).
• Validate data integrity and investigate discrepancies impacting forecasting, scheduling, or adherence.

Operational Support & Analysis

• Provide timely analysis of telephony data trends (call patterns, failure points, routing volumes, performance metrics).
• Support Planning team colleagues with technical insights to improve forecasts, staffing models, and operational decision making.
• Assist in investigating issues raised by Operations, identifying root causes and supporting solutions.
• Support the Architect in delivering technical changes, small projects, and continuous improvement initiatives.
• Contribute to testing, validating, and documenting new routing designs or system enhancements.
• Identify inefficiencies or errors in telephony and workforce planning processes and propose improvements.
• Work closely with Operations, IT, Change, and vendor partners to resolve issues and deliver improvements.
• Communicate technical information clearly to non-technical stakeholders.
• Support training and knowledge sharing across the Planning team on telephony/ workforce planning processes.

Key Knowledge, Skills & Experience:
 

• Experience working with telephony platforms in a contact centre environment (ACD, IVR, queues and routing)

• Logical and methodical approach to problem solving.

• Proficiency in Workforce Management tools (e.g. Verint is desirable) and Excel.

•Basic understanding of API feeds, data flows, or scripting.

• Ability to communicate clearly and influence stakeholders under pressure.

• Highly analytical and detail-oriented individual. Possess exceptional problem-solving skills and a natural curiosity to explore patterns and trends.

• Able to work independently, with a critical eye for detail, thriving in a dynamic environment and can effectively prioritise and manage multiple projects simultaneously.

• Strong communication with the ability to transform complex information into a clear and concise manner

Location: Kildean
Closing Date: 26th May 2026

What we offer:

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• 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.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

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: [email protected]