Senior Scheduling & Planning Analyst

Job Role: Senior Scheduling & Planning Analyst

Salary: £30,000

Location: Derby

Harper Recruitment group are working in partnership with a leading contact centre provider with over 700 employees, due to an exciting period of growth they have an opportunity to join the Workforce Management Team as their new appointed Senior Scheduling & Planning Analyst

Responsible for the leadership and development for the scheduling planning team Responsible for the upkeep and maintenance of all shifts and work patterns. You will have a strong analytical and resource planning background with expert knowledge of systems and Excel

What will the role involve?

• Schedule design – creation and maintenance of a best fit, dynamic schedule – considering all skill-sets and demographical restrictions Identify and implement improvement technologies and tools
• Forward planning of offline activities (breaks/lunches/meetings/one- to-ones etc.)
• Manage the system administration and will be responsible for both maintaining the system as well as the scheduling tasks
• Flagging schedule issues to operations such as; times affected, service level predictions and agent requirements
• Attending regular meetings with team leaders, training dept. to provide input into scheduling issues / considerations
• Contributing to regular data and insight production
• Line management and development of a team of 4 Planning Analysts

Essential criteria:

• Proven Resource & Planning experience
• Contact centre environment experience
• Excellent knowledge of contact centre WFM systems
• Excellent communicator – confident to interact at all levels
• Forward thinking problem solver

This truly is a unique opportunity to join an expanding business with the opportunity for a long term rewarding career, please submit your CV today to apply!

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.