JD Sports - Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom Req #1027
24 April 2025
Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors, and Gyms, with colleagues working in stores across several retail fascias in many markets around the world.
JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019, continuing to grow in the UK and internationally.
We aim to be the leading global omnichannel retailer in the sports and outdoor industry. To be part of this successful company and help us achieve this, you should have the desire to embody our strategic goals of being a people-led, innovative, and customer-focused organization that provides operational excellence while identifying new growth areas as part of our daily objectives.
WFM Schedule Analyst
Direct Reports: No
Primary Objective: The WFM Schedule Analyst will be responsible for administrating and optimizing the WFM system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.
Key Accountabilities:
1. Acts as a subject matter expert for assigned WFM functions (scheduling, workforce performance, and compliance reporting).
2. Part of the team that manages the workforce management system, maintaining accurate staff records and producing business-focused schedules.
3. Produces reports to interpret operational performance, including workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.
4. Partners with contact centre management to optimize the WFM function, considering demand forecasts and schedules.
5. Supports management in monitoring agent adherence to schedules, breaks, and exceptions, providing reports and recommendations.
6. Supports future Customer Care service delivery improvement initiatives.
7. Updates staff management records (new hires, leavers, moves, updates).
8. Implements system updates as required.
Critical KPIs:
* Contribute to daily call targets for abandonment and average speed of answer through correct staffing utilization.
* Deliver reports on time, including daily forecast review, absence, adherence, and performance analysis.
* Focus on intraday scheduling.
* Maintain agent time-off groups and allowances in line with payroll.
* Analyze and adjust specialist schedules to impact service levels in Customer Care.
Key Skills & Experience:
* Minimum one year’s experience scheduling with a WFM software solution, with the ability to build and maintain the system at an administrator level.
* Advanced proficiency in Excel.
* Functional knowledge of call management systems.
* Knowledge of call centre agent workflow/routing is preferred.
We recognize our colleagues' tireless efforts in making JD Sports successful. We offer benefits such as staff discounts on JD Group and other brands, along with personal development opportunities.
Location: JD Sports - Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom
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