Scheduling Analyst

Scheduling Analyst
Location: Leek, Staffordshire

To be responsible for providing and completing regular scheduling activities and provide schedule analysis and staff recommendations to meet agreed service goals by:

• Optimising and building efficient shift patterns that meet demand and work balance requirements.
• Analyse data, recommend strategy and build schedules based on historical and future call demand and task volumes.
• Collaborate with operational teams to ensure plans are communicated and understood.
• Deliver effective & accurate schedules in a timely manner.

Essential skills:

• Experience with EWFM or other WFM tools
• Logical approach to problem solving
• Good excel skills - vlookup, pivot tables etc.
• Proven track record of working with stakeholders to understand and deliver scheduling needs.
• Strong organisational & time management skills
• Good communication & interpersonal skills at all levels

Non-essential (preferable skills):

• Resource Planning background (call centre and back office based)
• Finance background - mortgage/ arrears background
• Experience with dealing with multiple departments
• Knowledge of Avaya/ IVR call routing

Key Responsibilities:

• Work collaboratively with the operation to optimise resource delivery through schedules in order to meet Service Level & KPI targets.

• Monitor adherence to schedules to ensure optimum business performance
• Respond to Ad Hoc requests on a daily basis regarding changes to published schedules
• Publish schedules and breaks etc. in line with agreed forward projection.
• Liaising with Training Teams to identify where opportunities are available and when known training is taking place.
• Analyse Schedule and Shrinkage performance
• Take ownership of the Joiners, Movers & Leavers process keeping records up to date and feeding required information to Ops/RP/Finance.
• Organise, prioritise & delegate workloads effectively, ensuring work is accurate and timely everyday
• Proactively identify performance challenges across the operation (inbound/back office) & propose remedial actions
• Ensure you remain compliant and adhere to all company policies and regulations

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.