Scheduling Analyst


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