Scheduling Leader

6 months ago

Midlothian, United Kingdom JPMorgan Chase & Co. Full time

The Planning team is part of Customer Operations within International Consumer Banking and provides workforce products, technologies, scheduling, forecasting and real time support for Chase UK Contact Centre Operations. 

As a Scheduling Leader within the Planning team of Customer Operations, you will play a vital role in managing the outputs of the Scheduling team across our contact centres in Edinburgh and Manila. Your role is key in optimising our workforce planning, ensuring the effective running and future scheduling of the contact centres. You will be the subject matter expert on all scheduling and workforce capabilities, promoting implementation plans for multiple contact centres and markets. This role provides an opportunity to lead improvements to workforce tools and processes, manage scheduling analysts, and ensure effective planning and optimization of all off-phone time.


Job responsibilities

Supports all of our contact centres and people resource to meet and exceed service level expectations Is the subject matter expert on all scheduling and workforce capabilities driving implementation plans for multiple contact centres and markets Leads on improvements to workforce tools and processes Manages all scheduling analysts to ensure the following are undertaken effectively: Ensures all Specialists schedules are aligned to the various work-types undertaken within a prescribed function Ensures all off-phone time is planned, updated and optimised wherever possible Facilitates of all medium term status updates with the functional stakeholders Follows trends to ensure schedules and shift patterns are effective in meeting demand requirements across all customer facing areas

Required qualifications, capabilities, and skills

In depth knowledge of Call Centre Operations and Contact Centre Metrics Experience in designing resource scheduling using workforce management platforms in a busy contact centre environment. Excellent written and oral communication skills Excellent stakeholder management skills with demonstrable working knowledge of interpreting and presenting data in a meaningful way to stakeholders Strength in problem solving and identifying opportunities to improve work methods. Highly detail oriented with an ability to work on multiple projects/tasks simultaneously whilst meeting deadlines within a fast-paced environment. Experienced in a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group Experience using WFM systems such as Alvaria and high proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc. Experience in leading a high performing team of Scheduling Analysts A willingness to learn new skills and systems is essential.

. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

#icbcareer 

  • Project Leader

    7 months ago

    Midlothian, United Kingdom Leonardo UK Ltd Full time

    **_ The opportunity:_** An exciting opportunity has arisen within the Advanced Targeting business for a Project Leader for the CIRCM Production Programme. This role offers an opportunity to move into Project Management in a high profile, fast paced, programme. The primary role is to support the Project Manager in leading the IPT to successfully deliver the...

  • Workforce Planner

    6 months ago

    Midlothian, United Kingdom Equans Full time

    Workforce Planner **Offer ID**: - 56352**Contract type**: - Workforce Planner**Schedule**: - Full-Time**Country**: - United Kingdom**EQUANS is looking for a Workforce Planner to join our team based at the Royal Infirmary Edinburgh on a temporary (12 Months) basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and...

  • Room Service Team Leader

    6 months ago

    Midlothian, United Kingdom Spire Healthcare Full time

    Room Service Team Lead | Murrayfield Hospital - Edinburgh | Full time | £28,500 Spire Murrayfield Hospital is looking for a Room Service Team Lead to support the running of the pantry and hotel services department. Duties and responsibilities: To work in close liaison with the clinical staff dealing with the varying needs of the hospital in...

  • Agricultural Operations Manager

    3 weeks ago

    Midlothian, United Kingdom MorePeople Full time

    Developing a crop growth strategy to optimize yields and streamline operations is a key responsibility of this role. As a senior horticulture leader, you will oversee the development of teams in all aspects of crop growth from seed sowing to harvesting. You will create and implement plant management schedules and spray programs to ensure high-quality...

  • Production Operations Planner

    5 months ago

    Midlothian East, United Kingdom First Achieve Full time

    First Achieve Recruitment’s engineering department have a fantastic new opportunity for a Production Operations Planner. You would be working with our client who is a multi-national professional within the design and manufacturing industry who specialise in Naval Defence. **What's on offer**: - Permanent position - Monday-Thursday (Long weekend!) -...

  • Hospital Services Team Lead

    6 days ago

    Midlothian, United Kingdom Spire Healthcare Full time

    About the RoleSpire Murrayfield Hospital is seeking a skilled Room Service Team Leader to oversee the smooth operation of our pantry and hotel services department.Job OverviewThis role is responsible for supporting the running of the hospital's hospitality services, ensuring exceptional customer satisfaction.The successful candidate will work closely with...

  • Sales Associate

    3 weeks ago

    Midlothian, United Kingdom NEXT Full time

    The Seasonal Sales Associate drives sales growth by personally selling deep and across all product categories and delivering emotionally engaging customer experiences – consistent with the brand vision.Key Responsibilities:Proactively engages with customers, reads cues and responds effectivelyCreates a memorable connection by asking effective questions to...

  • Project Planner

    6 months ago

    Midlothian, United Kingdom Leonardo UK Ltd Full time

    We are looking for Project Planners to joins us at Leonardo in Edinburgh. Leonardo is a global leader in defence electronics and delivers mission critical systems for situational awareness, electronic warfare and surveillance across land, sea and air. The Radar and Advanced Targeting line of business, based in Edinburgh, is uniquely positioned as one of the...

  • Catering Asisstant

    5 months ago

    Midlothian, United Kingdom Equans Full time

    Catering Asisstant **Offer ID**: - 57341**Métier**: - Support Functions / Other**Contract type**: - Permanent**Schedule**: - Full-Time**Country**: - United Kingdom**EQUANS are recruiting for a Catering Assistant to be based at the Royal Infirmary of Edinburgh, EH16 4SA. **This is a permanent full-time role working 37.5 hours per week. On offer is a...

  • Catering Supervisor

    6 months ago

    Midlothian, United Kingdom Equans Full time

    Catering Supervisor **Offer ID**: - 56366**Métier**: - / Engineering**Contract type**: - Catering Supervisor**Schedule**: - Full-Time**Country**: - United Kingdom**EQUANS are recruiting for a Catering Supervisor to be based at the Royal Infirmary of Edinburgh, EH16 4SA. **This is a permanent full-time role working 37.5 hours per week. On offer is a...

  • Catering Assistant

    6 months ago

    Midlothian, United Kingdom Equans Full time

    Catering Assistant **Offer ID**: - 57843**Métier**: - Support Functions / Other**Contract type**: - Permanent**Schedule**: - Full-Time**Country**: - United Kingdom**EQUANS are recruiting for a Catering Assistant to be based at the Royal Infirmary of Edinburgh, EH16 4SA. **This is a permanent full-time role working 37.5 hours per week. On offer is a...

  • Financial Crime Investigations Team Lead

    5 months ago

    Midlothian, United Kingdom JPMorgan Chase & Co. Full time

    Are you an experienced Team Leader in the Financial Crime Investigations area and looking for your next career opportunity? Job Summary: As a Financial Crime Investigations Team Lead within Financial Crime Operations Investigations, you will have oversight of Investigators and their investigations/case management. You will ensure any identified...

  • Manufacturing Apprentice

    6 months ago

    Midlothian, United Kingdom Leonardo UK Ltd Full time

    **The opportunity**: Leonardo offers a range of Apprenticeships from 2-4yrs. across a variety of STEM and business routes, offering paid training, coupled with on the job learning that enables you to gain practical skills, experience and knowledge that sets up the best start to your career. We offer competitive entry salaries from £14,000 to £20,500pa and...

  • Mechanical Supervisor

    6 months ago

    Midlothian, United Kingdom Equans Full time

    Mechanical Supervisor **Offer ID**: - 56233**Métier**: - / Food & beverage**Contract type**: - Mechanical Supervisor**Schedule**: - Full-Time**Country**: - United Kingdom**Equans is looking for a Mechanical Supervisor to join our team at the Royal Infirmary of Edinburgh Hospital on a permanent basis. This is a full-time role working 37.5 hours per...

  • Dayshift Electrician

    6 months ago

    Midlothian, United Kingdom EQUANS Full time

    Equans is looking for a Dayshift Electrician to join our team at the Royal Infirmary of Edinburgh Hospital on a permanent basis. This is a full-time role working 37.5 hours per week. On offer is a competitve salary and in addition you will receive an excellent benefits package.  What will you deliver? Working directly to the Electrical...