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Operations Lead at Brook Street specialising in Contact Centre Recruitment
Salary: £32,000 + Bonus (up to £1,500 per month)
Hours: 39.5 hours per week, Monday to Friday (8:00 am - 5:00 pm)
Start Date: Asap
Are you passionate about optimising operations and driving efficiency through smart scheduling? We’re looking for a Workforce Scheduler / Resource Planner to play a critical role in balancing field engineer and contact centre workloads, ensuring resources are used effectively and downtime is minimised.
Key Responsibilities
* Utilise automated scheduling platforms (Salesforce and Monet) to manage and optimise planned workload across field engineers and external agents.
* Ensure accurate diary and downtime management, maintaining visibility and control over field and contact centre resource availability.
* Oversee diary housekeeping and capacity release processes to ensure efficient planning and allocation of maintenance activities.
* Analyse data sets, dashboards, and workstreams to support and inform scheduling decisions.
* Maintain strong links between data inputs and operational scheduling, ensuring alignment by workload type.
* Collaborate closely with field and contact centre managers to make strategic resource recommendations.
* Monitor scheduled compliance and adjust planning as needed to meet service level expectations.
* Strong working knowledge of scheduling software (Salesforce, Monet, or similar platforms).
* Excellent analytical skills with the ability to interpret and act on complex data.
* Organised, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
* Strong communication and stakeholder engagement skills.
* Familiarity with service operations and contact centre planning
Rewards and Benefits:
* Annual bonus scheme to reward your hard work.
* 25 days annual leave with the option of working bank holidays (in exchange for a day off in lieu).
* Generous pension scheme (employee contribution of 1%, company contribution of 7%).
* Employee Assistance Program offering confidential support.
* Free flu jabs and eye tests.
* Subsidised on-site bistro and coffee shop.
* Employee Benefits Hub with exclusive discounts.
If you're looking for a new challenge and want to make a real difference in a thriving company, we'd love to hear from you. Apply today!
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Industries
Telephone Call Centers
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