Scheduling Specialist

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 & Activities

Results 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 team
• Coordinate offline planning with offshore
• Bank holiday scheduling

Communication:

• 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 meeting
• Run effective handover meeting to communicate the plan to tactical planning and operations

Projects & 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

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) account

Knowledge

Skills and abilities:

• Experience at working to challenging deadlines.
• Self-motivated, enthusiastic, professional individual
• Basic commercial awareness
• Advanced use and understanding of Workforce management systems
• Good organisational skills
• Excellent Communication Skills both verbally and written.
• The ability to analyse data and make valuable business decisions
• Excellent 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 Relationships

Internal:

• Operations/functional lines