Workforce Planning Scheduler
The Workforce Planning team is looking for highly motivated individuals with scheduling experience. Excellent communication and confident decision making are key to helping the team meet the needs of an ever-changing contact centre.
Scheduling for both front and back-office teams and reporting into Lead Schedulers, the successful candidate will need to be resilient and adaptable to the dynamic environment. They will be expected to keep their knowledge up to date for the areas managed, to ensure the workforce planning information is correct and schedules are efficient and optimised.
The role requires the ability to be well versed in using WFM software (Nice IEX is preferred), and able to manage their own workload to meet weekly deadlines.
- Creating robust schedules using agreed assumptions and operational information.
- Collaborating with Lead Schedulers and Contact Centre Management to coordinate all on and off contact activities to ensure service levels are maintained.
- Implement and maintain workforce management software and tools to facilitate accurate scheduling and reporting.
- Review and optimise schedules across teams.
- Suggest and implement solutions to enhance resource productivity and identify opportunities for improvement.
- Keep knowledge up to date on key events and changes that affect areas under your responsibility.
- Maintenance of accurate records and documentation.
- Collaborate and contribute to key meetings relating to your area.
- Contribute to the ongoing development and shaping of the Workforce Planning teams globally.
- Experience in contact centre planning methods (required).
- Experience of using WFM tools and systems (required).
- Nice IEX is preferred (preferred).
- Strong capabilities in creating and maintaining accurate schedules (required).
- Skilled in schedule optimisation (required).
- Strong decision-making skills (required).
- Confident communication to justify decisions made and contribute to key discussions (required).
- Able to manage own time and meet deadlines (required).
- Highly organised (required).
- Gaming Industry knowledge (nice-to-have).
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