Scheduling Analyst

Scheduling Analyst
Support the senior management team in maintaining the optimal agent schedule design and profile to meet business demands. Work with offshore teams to ensure schedules are accurate and as per WFM processes.Accountability & ActivitiesResults Focused:Perform analysis on the schedule fit efficiency to ensure optimum solutions through working with and managing offshore activities and workloads,Optimisation of schedules to create the best possible deviation/intraday plan in readiness for handover to the tactical planning teamCoordinate offline planning with offshoreBank holiday schedulingCommunication: Ensure relationships are maintained to ensure communication is maximised with key areas of the business. Set up and maintain regular contact with all planning teams at all sites. Attend all relevant business planning meetingRun effective handover meeting to communicate the plan to tactical planning and operationsProjects & Change:Take responsibility for other adhoc projects. Ensuring high levels of communication with all planning teams and sites throughout, engaging all relevant to deliver.Professional Know-how:

Qualification: Matric required
Experience:3 - 4 years planning/scheduling experience Expertise in using all essential applications and systems for line management (e.g Aspect eWFM, AIDA, Dakota, Firefly, OPT, MI Webview, Sharepoint)Experience with the Marks & Spencer (M&S) accountKnowledge

Skills and abilities:
Experience at working to challenging deadlines.Self-motivated, enthusiastic, professional individualBasic commercial awarenessAdvanced use and understanding of Workforce management systemsGood organizational skillsExcellent Communication Skills both verbally and written.The ability to analyse data and make valuable business decisionsExcellent MS office application knowledge including Excel & Access

Further requirements:
The role-holder will be required to work on occasion, during Out-of-Hours periods, to reach all operational areas.Working RelationshipsInternal:Operations/functional lines

Mandatory Key SkillsAspect eWFM,AIDA,Dakota,Firefly,OPT,MI Webview,Sharepoint,Workforce management systems*