Scheduling Analyst Ashford Call Centre Planning

Recruitment Solutions (Folkestone) Ltd are recruiting for a leading brand supplier in Ashford, they are looking for an experienced Scheduling Analyst. The purpose of the scheduling analyst role is to create the contact centre scheduling and demand management plans.

All About the Role!

You will create scheduling plans in order to achieve the optimum service goal outcomes based on forecast workload. This include shift planning, rostering all contact centre planned activities, limited reporting, holiday management and maintenance of contact centre headcount information.

You will work with scheduling analysts across the primary operational sites to deliver consistent practices and planning methodology, and proactively meet service goals for all contact centre channels.

Creation of the scheduling and demand management plan. Management of holiday requests, entitlements and business allocation. Management of shift changes and flexible working requests. Responsible for the achievement of roster efficiency targets. Amending staffing activities, shifts and skills to balance workload. Takes an active role in weekly operational planning meetings.

To administer the WFM elements of the starter / leaver process. Provides recommendations to management with respect to short term and long term staffing strategies and approaches. General administration of data within the WFM tools and applications including specific WFM reporting.

Makes recommendations for handling over and understaffing situations. Assumes and performs other duties and responsibilities not specifically outlined here, but which are logically and properly inherent to the position.

Work within peer group to ensure that KPI’s and in particular service goal outcomes are maximised. Effective use of operational knowledge to identify revenue, efficiency and service improvement opportunities.

Support the Resource Planning Manager and Head of WFM by providing insight and fulfilling reporting requests. Work with other Contact Centre teams to create best practice workforce optimisation plans.

All About You!

Previous experience of contact centre scheduling. Minimum of 12 months contact centre experience in any role.

Very Strong planning and organisational skills with attention to detail. Understanding of contact centre planning techniques.

Knowledge and experience of the Avaya telephony system and Verint WFM applications would be a distinct advantage. Computer literacy: Confident user of Microsoft Office applications.

Ability to work under pressure and manage competing priorities. Capability to handle ambiguity and make decisions with limited information. An analytical mind-set and a high level of numeracy.

Please apply today if you match the competencies required, this is a fantastic opportunity to work for a local high profile client.