Job Description
Workforce Scheduler, Stirling or Peterborough, Hybrid
Summary of the role
A FCA regulated life & pensions service provider are seeking a dedicated professional to join the company, as a Workforce Scheduler. They are looking for someone who will be responsible for creating, maintaining and optimizing staff schedules using workforce management tools (such as - Verint, NICE/Genesys, Active OPS or relevant WFM tool). This role ensures that schedules align with forecasts and Real Time operational needs. You will also Optimise 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.
What you'll be doing
* Scheduling of staff using Work Force Management Tools - either using Verint, Nice, Genesys & Active OPS or other WFM tools.
* Planning and scheduling activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day.
* Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
* Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand.
* Resource Planning at 15-30mins interval (where applicable) evidencing optimization, efficiency and in line with demand/SLA agreement.
* Building, analysing and improving staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered.
* Notifying operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions.
* Maintaining the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency.
* Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre.
* Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
What we're looking for
* Previous scheduling experience.
* Experience with Work Force Management tools, such as Verint, Nice, Genesys & Active OPS or other WFM tools.
* Skilled in Forecasting tools such as ARIMA, Exponential Smoothing & Time Series, Erlang C
* Knowledge in Telephony or Ops infra.
Reasonable Adjustments:
Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.
If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.