WFM Schedule Analyst

WFM Schedule Analyst

London Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Manage and optimise schedules for our Customer Care contact centre.
  • Company: Join JD Sports, a leading global retailer in sports fashion and outdoor gear.
  • Benefits: Enjoy staff discounts, personal development opportunities, and a dynamic work environment.
  • Why this job: Be part of a people-led, innovative team focused on customer satisfaction and operational excellence.
  • Qualifications: One year of scheduling experience with WFM software and advanced Excel skills required.
  • Other info: Opportunity to contribute to service delivery improvements and collaborate with management.

The predicted salary is between 36000 - 60000 £ per year.

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors, and Gyms, with colleagues working in stores across various retail fascias worldwide. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996, has been a FTSE100 company since 2019, and continues to expand both in the UK and internationally. Our goal is to be the leading global omnichannel retailer in the sports and outdoor industry. To achieve this, we seek individuals who align with our strategic goals of being a people-led, innovative, and customer-focused organization that excels operationally and explores new growth areas. WFM Schedule Analyst Line Manager: Workforce Planning Manager Direct Reports: None Primary Objective: The WFM Schedule Analyst will manage and optimize the WFM system and schedules for JD Sports Fashion PLC\’s Customer Care contact centre. Key Accountabilities Serve as the subject matter expert for WFM functions including scheduling, workforce performance, and compliance reporting. Administer the workforce management system, maintaining accurate staff records and producing business-focused schedules. Generate reports on operational performance, workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce adherence. Collaborate with contact centre management to optimize WFM functions based on demand forecasts and schedules. Support monitoring agent adherence to schedules, providing reports and recommendations. Participate in future service delivery improvement initiatives. Update staff records for new hires, leavers, and role changes. Implement system updates as required. Critical KPIs Contribute to achieving daily call targets related to abandonment and average speed of answer through effective staffing. Deliver timely reports including daily forecast reviews, absence reports, adherence reports, and performance analysis. Focus on intraday scheduling and match agents\’ time off to payroll records. Analyze and adjust schedules to impact service levels positively across Customer Care fascias. Key Skills & Experience At least one year of scheduling experience with WFM software, capable of system administration. Advanced proficiency in Excel. Knowledge of call management systems. Understanding of call centre agent workflow and routing is preferred. We value our colleagues\’ efforts and offer benefits such as staff discounts on JD Group and other brands, along with opportunities for personal development. Thank you for your time. #JD Apply Now #J-18808-Ljbffr

WFM Schedule Analyst employer: JD Sports Fashion

JD Sports Fashion Plc is an exceptional employer, offering a dynamic work culture that prioritises innovation and employee development. As a leading omni-channel retailer, we provide our colleagues with competitive benefits, including staff discounts and opportunities for personal growth, all within a supportive environment that encourages collaboration and excellence in customer service.
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Contact Detail:

JD Sports Fashion Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land WFM Schedule Analyst

✨Tip Number 1

Familiarise yourself with WFM software and its functionalities. Since the role requires managing and optimising the WFM system, having hands-on experience or knowledge of popular WFM tools will give you an edge during discussions.

✨Tip Number 2

Brush up on your Excel skills, especially advanced functions. As the job involves generating reports and analysing data, showcasing your proficiency in Excel during any interactions can demonstrate your capability for the role.

✨Tip Number 3

Understand the dynamics of a contact centre environment. Research how scheduling impacts call management and customer service levels, as this knowledge will help you engage effectively with the team and show your commitment to improving service delivery.

✨Tip Number 4

Network with current or former employees in similar roles. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when discussing your fit for the position.

We think you need these skills to ace WFM Schedule Analyst

WFM Software Proficiency
Scheduling Experience
Advanced Excel Skills
Call Management Systems Knowledge
Workforce Performance Analysis
Compliance Reporting
Operational Performance Reporting
Capacity Planning
Agent Adherence Monitoring
Collaboration Skills
Data Analysis
Problem-Solving Skills
Attention to Detail
Adaptability

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities of a WFM Schedule Analyst. Familiarise yourself with workforce management systems and the key accountabilities mentioned in the job description.

Tailor Your CV: Highlight your relevant experience in scheduling and WFM software. Make sure to include any specific achievements or projects that demonstrate your ability to manage schedules and optimise workforce performance.

Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with JD Sports Fashion's goals and how you can contribute to their customer care operations.

Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. A polished application reflects your attention to detail, which is crucial for a role focused on scheduling and reporting.

How to prepare for a job interview at JD Sports Fashion

✨Know Your WFM Software

Make sure you have a solid understanding of the workforce management software that JD Sports uses. Be prepared to discuss your previous experience with scheduling and system administration, as well as any specific tools you've used.

✨Showcase Your Excel Skills

Since advanced proficiency in Excel is crucial for this role, brush up on your skills. Be ready to demonstrate how you've used Excel for reporting and analysis in past positions, and consider bringing examples of your work.

✨Understand Call Centre Dynamics

Familiarise yourself with call centre operations and the importance of agent workflow. Be prepared to discuss how you can optimise schedules based on demand forecasts and improve service levels.

✨Prepare for Scenario Questions

Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to adjust schedules or manage staffing issues, and be ready to explain your thought process and outcomes.

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