Workforce Planning Scheduler

We are looking for highly motivated individuals with scheduling experience to join our team.

Excellent communication and confident decision making is key to helping the WFP team meet the needs of an ever-changing contact centre.

Scheduling for both front and back-office teams and reporting into our Lead Schedulers, you will need to be resilient and adaptable to the dynamic environment. You will be expected to keep your knowledge up to date for the areas managed, to ensure the WFP information is correct and schedules efficient and optimised. You will be well versed in using WFM software (Nice IEX is preferred), and able to manage your own workload to meet weekly deadlines.

 

• Experience in contact centre planning methods
• Experience of using WFM tools and systems, Nice IEX is preferred.
• Strong capabilities in creating and maintaining accurate schedules
• Skilled in schedule optimisation
• Strong decision-making skills
• Confident communication to justify decisions made and contribute to key discussions
• Able to manage own time and meet deadlines
• Highly organised

Gaming Industry knowledge is desirable but not essential.

• 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
• Keeps 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
• Contributes to the ongoing development and shaping of the Workforce Planning teams globally

By applying to us