Scheduling Lead

4 months ago

Warrington, United Kingdom United Utilities Full time

**Job Accountabilities**:

- Engaging with the Contact Centre and wider business to ensure a smooth delivery of Service Levels whilst maintaining promises of Agent Development.
- Liaising with the wider business to ensure the Scheduling team have a long range view of up and coming planned events that impact resource we are able to deploy.
- When appropriate provide challenge on plans given previous learning and/or negative impact on customer and/or staff.
- Creating and maintaining agent schedules, showing achievement of inbound contact service levels and completion of Back Office work outstanding within agreed thresholds.
- Creating, owning and communicating new initiatives for improving current processes/performance in order to become a "best in class" scheduling function.
- Communicating with stakeholders to ensure operations are fully aware of business and advisor performance and requirements.

**Knowledge and Skills**:

- Extensive experience working with Avaya WFM software or an alternative planning software.
- This is a highly visible role with strong knowledge of contact centre performance required
- Strong/Advanced knowledge of excel
- Excellent communicator with the ability to provide feedback and reports to all levels of the business
- Proven ability to work under pressure and to deliver to tight deadlines
- Demonstrated understanding of headcount logistics and creation of effective rotas for meet the contact demands across multiple departments
- Understanding of labour laws and working time directives
- Working Knowledge of ACD systems and data extraction
- Strong leadership skills and previous management experience especially in managing a team of schedulers as well as the ability to build long-term relationships around the business.

**Additional Information**:
**We need fantastic people to enable us to deliver a great service to the public. We are committed to reaching and recruiting from every community and then supporting employees to achieve their full potential ensuring they feel valued and included, regardless of their gender, age, race, disability, sexual orientation or social background.**

**Closing Date**:10/08/23

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