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arvato UK
,
Slough, Berkshire
Scheduling Analyst
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Scheduling Delivery Partner - Contact Centre A business critical role to support the build, management and delivery of contact centre schedule solutions. The role ensure that optimal schedules are produced that effectively meet both customer demands and also the client performance requirements. main responsibilities: Ensure schedules are built, available and communicated to front line colleagues in timely manner in line with the agreed principles and framework. Establish yourself as a scheduling SME & be the go to point for the operational stakeholders by driving a partnership approach to the schedule production activity within the planning cycle. Working with Operational partners, ensure that all schedule queries/process queries are dealt with in a timely manner to support accurate production of schedules. Maintain effective management and response times of the centralised mailbox and adopt a coaching culture to responses to reduce waste and promote self-serve opportunities. Own the handover over schedules to both the operational management teams and Real Time Teams, and flag & document risks and opportunities as required. Consistently challenge and partner with the business to look for and innovative ways to improve schedule solutions, variations, opportunity that meet both the needs of the business and front line colleagues. Consistently review to mitigate risk in the schedule coverage after production where changes happen and escalate risks accordingly where required. Ensure that all off-line or schedule activity is planned and captured accurately in the WFM tool. Ensuring on going balance of customer and business needs are met or risks escalated appropriately. Identify and effectively articulate periods where expected staffing levels vary from requirements and work with Operational Contacts to agree actions to close variances promptly to minimise any Customer impact, Service performance degradation and/or financial detriment. Actively Co-ordinate & drive shift reviews where ongoing analysis highlights a need, and look to deliver suitable and sustainable solutions that meet the changing needs of the business and colleagues. Responsible for supporting a variety of administration activity & outputs across the team, and across the varied WFM Infrastructure that supports the delivery of the wider scheduling & delivery service for the contact centre. Be responsible for the ongoing maintenance and governance of the data/configuration that is held in the varied WFM platforms ensuring its currency, accuracy at all times. Administrative support and ad-hoc support duties to assist in the effective running of the operation. Skills & Experience will Include: Experience of planning / scheduling in a contact centre environment, with strong analytical skills. Ability to respond quickly to deadlines and manage multiple task workload. Strong influencing and negotiating skills with the ability to manage conflict. Excellent attention to detail The ability to partner with and build sustainable relationships, active communication channels with stakeholders. Self-motivated, team oriented, with the confidence to use their initiative and the ability to plan and prioritise multiple tasks whilst working to tight deadlines. This is a full time permament role paying upto £28k DOE