Scheduler

Job Description

Please note this is a remote role and ideally commutable to Slough or WarwickResource Planning Partner - (Capacity Planning & Scheduling)Role overview:The resource planning partner plays a pivotal role in enabling the contact centre to effectively plan and meet resource requirements that manage our contact centre customer demand.The role provides both long range and short term demand and supply forecast activity across multiple contact centre areas and geographic locations and delivers robust, fair and engaging scheduling solutions for employees.The resource planning partner plays a centralised governance role to maintain high quality demand forecasting & capacity plans along with scheduling frameworks that support to facilitate and enable the delivery of the planning cycle.The role proactively identifies gaps in the resource plans throughout the planning lifecycle combined with facilitating effective contingency strategies to ensure optimal plans are maintained and delivered.Your main responsibilities will be:·Maintain & generate forecasting models alongside the WFM forecasting platforms to achieve optimal results/forecast accuracy from 15 minutes to 18 months in advance.·Generate and manage a variety of outputs that support the planning process to support transparency of the planning process with specific focus on capacity plans and scheduling delivery strategies.·Design, generate and present clear and transparent forecasting/scheduling models to business leaders.·Proactively identify and effectively articulate capacity and recruitment plans where staffing levels vary from requirements and work in partnership with operational stakeholder and key functions to agree plans to close staffing variances.·Support the development & Production of MI to support the planning lifecycle.·Delivery of fair and transparent schedule outputs to drive optimised resource coverage.·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.·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.·Continually look to deliver value from WFP technologies to improve quality of outputs and maximise the service offering to the business by leveraging suitable capabilities to drive adoption, engagement and process improvement.·Tracking trends in actual volumes & performance against plans and targets to identify risk and performance opportunity.·Build and maintain long term capacity models for FTE planning and recruitment and look to leverage WFP technology to support this process where valid.·Acting as the interface between the WFP function and operational teams·Co-ordinate regular reviews of demand drivers when required to drive long term solutions to meet the changing landscape.·Actively collaborate with colleagues to check the integrity of data sources being used and use these findings to drive improvements to the outputs created.·Conduct impact assessment modelling to support understanding of business change.·Be constantly disciplined and govern the planning process through effective documentation and tracking of actions, risks and decisions.·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.·Working with Operational partners, ensure that all schedule queries/process queries are dealt with in a timely manner to support accurate production of schedules.·Be actively engaged in ongoing operational education activity to showcase the services on offer and how they are and can be used to bring the operational teams closer to the planning programme to add value.Key Skills & Experience:·Specific experience within the contact centre forecasting & scheduling activity with an overall awareness of resource planning.·Hands-on experience with contact centre technology - WFM / Telephony, understanding of the configuration of the platforms.·Experience of producing MI and working documents to effectively support planning process·Ability to build and deliver contact centre scheduling strategies, and forecast outputs.·Ability to translate the ’story behind the numbers’’·Highly numerate with experience of gathering, interpreting, and analysing information and data·The ability to be able to reactive and mitigate risk to resourcing plans whilst maintaining commercial awareness.·Solutions orientated with a flexible approach and mind-set to tackle challenges in innovative ways.·Self-motivated with a One team mentality, with the confidence to use their initiative and the ability to plan and prioritise multiple tasks whilst working to tight deadlines.Exemplary communication and stakeholder engage Required skills

Contact Centre

Forecast

Scheduling

Volumes

Pivotal

Keyskills :
Fecast Volumes