The Opportunity
Due to company growth and expansion, we are now looking for a Resource Scheduling Analyst who will be responsible for creating, maintaining, and optimizing staff schedules using workforce management tools (Specifically � Verint, and or NICE/Genesys or relevant WFM tool). This role will also ensure that schedules align with forecasts and real-time operational needs.
You'll be:
1. Optimising WFM scheduling to achieve organisational performance objectives, developing tools/techniques/UDA/technology ensuring full use of system is exploited and contractual SLA are met and benefited from the solution
2. Scheduling staff using Work Force Management Tools � either using Verint, Nice, Genesys
3. Planning and scheduling activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements of the departments
4. Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand
You should apply if you:
5. Have at least 2-3 years of relevant experience in a Resource Scheduling and WFM role
6. Can show the ability to demonstrate results, which reflect both quality delivery as well as ability to plan for and accommodate high and sometimes inconsistent volumes of calls and work in progress
7. Are competent in Scheduling management � end-to-end life cycle expertise
8. Are an expert in Cisco | Verint | Nice | Genesys or similar workforce management
9. Can show excellent analytical and statistical skills and experience
The Perks
10. 25 days holidays + 8 bank holidays
11. Discretionary annual bonus
12. Company pension scheme membership
13. Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
14. Access to our Confidential Helpline is available to be used by you and your family
15. Develop your career through a wider global organisation of the TCS family