Scheduling Analyst

2 weeks ago

Liverpool, United Kingdom Davies Resourcing Full time

Our client is a fast-growing outsourcer that specialise in the delivery of essential public services across defence, transport, justice, immigration, health care and other citizen services. They operate across four regions: UK & Europe, North America,Asia Pacific and Middle East. We are looking for an experienced Scheduling Planner looking to join their Contact Centre operations based in Liverpool. This role is focused on maximising the efficiency of the workforce management tool for various business areasin the delivery of performance targets across their five contact centre locations. You will own all staff schedules from end to end including, building, running and publishing with focus on shift balances. **

- **The role will be 100% remote & home based ***Key responsibilities**:

- Control and upkeep of internal trackers to ensure staffing information is consistent across all platforms.
- Maintain regular communication with all stakeholders in area of expertise providing regular business commentary.
- Conduct Regular Planning meetings to deliver recommendations.
- Scheduling and Real Time management across contact centre and field based activity
- Design, deliver and review a suite of accurate reports in collaboration with all interested stakeholders on a daily, weekly monthly and ad-hoc basis.
- Monitor day to day call patterns, staffing levels and adherence.
- Completion of Operational requests within SLA’s.
- Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders and client delivery

**About you**:

- If you are a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive, professional approach to their work and is able to manage their time/workload effectively, in order to meetdemanding deadlines, then we want to hear from you We are looking for:

- Good working knowledge of scheduling principles and various methodologies like Erlang, Workload, Shrinkage etc. as well as Business Processes and Contact Centre metrics.
- Good Microsoft Office skills, particularly advanced in Microsoft Excel.
- Experience of resource planning / scheduling in contact centre and / or field based activity is required
- Knowledge of TeleOpti / Genesys / Nice IEX / Time to Work Workforce Management tools would beneficial.
- Analytical ability and inquisitiveness to ‘sense check’ the numbers produced from the WFM tools
Salary level dependant on experience.

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