Title: WFM Intraday & Scheduling Planner
Salary: Competitive
Location: Wrexham
Why work with us:
We're looking for a detail-oriented and proactive WFM Intraday & Scheduling Planner to join our dynamic team. In this critical role, you will be responsible for monitoring intraday performance, managing agent schedules, and ensuring alignment between staffing and real-time operational needs. You will have a proactive approach, providing real time insight and solutions. Your work will help us maintain service levels, optimize efficiency, and deliver exceptional experiences to our customers.
What we do:
We're the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (who's still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.
Working closely with the Workforce Head of Operational Planning- your job is to create scheduling plans to achieve the optimum outcome for service levels based on the forecasted workload. Your passion for ensuring that we have the right people in at the right time and the right place, means you can deliver consistent planning methodology so that service level targets are consistently achieved.
The role:
The WFM Intraday & Scheduling Planner plays a key part in the smooth running of our operations and is responsible for planning and optimising PA (agent) schedules in advance, while also managing real-time performance throughout the day for a multi-channel call centre .
It's a great opportunity for someone who enjoys both data and decision-making, and who's confident working across teams to make sure our customers get the support they need, when they need it.
Key Responsibilities:
Scheduling Responsibilities:
* Build and manage rotas and shift patterns to match forecasted demand and operational requirements using Calabrio Workforce Management tool
* Factor in annual leave, training, one-to-ones, and other offline activities when planning schedules.
* Work closely with Department team Managers, Team Managers, Team Leaders, Working Life Team (HR), and Operations to support headcount planning and resourcing needs.
* Monitor long-term shrinkage and make proactive adjustments to schedules to maintain efficiency.
* Look for ways to improve scheduling accuracy and fairness, using data and feedback from our teams.
Intraday Management Responsibilities:
* Monitor real-time performance metrics such as queue times, service levels, and adherence.
* React swiftly to changes in volume or staffing by making live adjustments to breaks, lunches, or support levels.
* Communicate effectively with operational Teams to manage unplanned absences or call/chat spikes.
* Escalate critical issues and ensure clear updates are shared with the wider team.
* Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management
* Lead or contribute to daily operations huddles and end-of-day performance summaries
The person:
* Minimum 2 years experience in a WFM intraday or scheduling role within a contact centre environment (essential)
* Solid understanding of key WFM metrics (e.g. adherence, occupancy, shrinkage, service levels).
* Familiarity with WFM tools such as Calabrio, NICE IEX, Verint, Genesys Cloud, or similar platforms.
* Comfortable working with real-time data and making quick, informed decisions.
* Strong analytical and problem-solving skills, with proficiency in data analysis tools.
* Excellent communication and stakeholder management skills.
* Good working knowledge of Excel; experience with data reporting or dashboards is a bonus.
What's included:
* Permanent contract
* 25 days annual leave, plus bank holidays
* Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
* Access to our wellbeing room to help enhance your physical and mental wellbeing
* Access to a 24/7 doctor line
* Subsidised meals
* Free on-site gym access
* And did we mention our epic parties? We know how to celebrate in style!
Candidates with the experience or relevant job titles of; Planning Officer, Technical Planning Assistant, RTPI, Technical Services Officer, Development Technician, Planning Administrator, Planning Controller, Planning Consultant, Development Control Planner, Town and Country Planning, Town and Country Planner, Energy Project Manager, Project Manager may also be considered for this role