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- Tasks: Manage and optimise workforce 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 operational excellence and growth.
- Qualifications: One year of WFM scheduling experience and advanced Excel skills required.
- Other info: Opportunity to contribute to service delivery improvements and gain valuable insights.
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 across various retail fascias in many markets worldwide. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996, has been a FTSE100 company since 2019, and continues to grow both in the UK and internationally. We aim to be the leading global omnichannel retailer in the sports and outdoor industry. To contribute to this goal, you should share our strategic focus on being a people-led, innovative, and customer-focused organization that strives for operational excellence and explores new growth areas as part of our daily objectives.
Primary Objective: The WFM Schedule Analyst will be responsible for administering and optimizing the Workforce Management (WFM) system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.
Key Accountabilities:
- Act as a subject matter expert for assigned WFM functions, including scheduling, workforce performance, and compliance reporting.
- Be part of the team that manages the WFM system, maintaining accurate staff records and producing business-focused schedules.
- Generate reports to interpret operational performance, covering workflow optimization, scheduling, productivity, headcount, capacity planning, and compliance.
- Partner with contact centre management to optimize WFM functions, considering demand forecasts and schedules.
- Support management in monitoring agent adherence to schedules, breaks, and exceptions, providing reports and recommendations.
- Contribute to future service delivery improvement initiatives within Customer Care.
- Update staff records for new hires, leavers, moves, and other changes.
- Implement system updates as required.
Critical KPIs:
- Contribute to daily call targets, including abandonment rates and average speed of answer, through effective staffing utilization.
- Deliver reports on time to senior managers and team leaders, including daily forecast review, absence, adherence, and performance analysis.
- Focus on intraday scheduling adjustments.
- Maintain agent time-off groups and allowances aligned with payroll data.
- Analyze and adjust specialist schedules to impact service levels positively across different Customer Care fascias.
Key Skills & Experience:
- At least one year of experience scheduling with WFM software, with administrative system maintenance skills.
- Advanced proficiency in Excel.
- Knowledge of call management systems.
- Understanding of call centre agent workflows and routing is preferred.
We value our colleagues’ dedication and offer benefits such as staff discounts on JD Group and other brands, along with personal development opportunities to learn and grow professionally.
WFM Schedule Analyst employer: JD Sports Fashion
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 the specific WFM software used by JD Sports. Research common features and functionalities, as well as any recent updates or changes to the system. This knowledge will help you demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your Excel skills, particularly in areas like data analysis and reporting. Being able to showcase your proficiency in creating complex spreadsheets and interpreting data will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of JD Sports, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare to discuss how you would handle real-life scenarios related to workforce management, such as scheduling conflicts or performance issues. Having concrete examples ready will demonstrate your problem-solving skills and readiness for the role.
We think you need these skills to ace WFM Schedule Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in workforce management and scheduling. Emphasise your proficiency with WFM software and Excel, as these are key skills for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of JD Sports' goals and how your skills align with their needs. Mention specific examples of how you've optimised schedules or improved performance in previous roles.
Highlight Relevant Experience: In your application, focus on any past roles where you managed schedules or worked with call centre operations. Use metrics to demonstrate your impact, such as improvements in call handling times or adherence rates.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a WFM Schedule Analyst.
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 you'll be using. Familiarise yourself with its features and functionalities, as well as any specific tools JD Sports uses. This will show your potential employer that you're ready to hit the ground running.
✨Demonstrate Analytical Skills
Be prepared to discuss how you've used data analysis in previous roles. JD Sports is looking for someone who can generate reports and interpret operational performance, so come armed with examples of how you've optimised schedules or improved productivity through data-driven decisions.
✨Understand Call Centre Dynamics
Brush up on your knowledge of call centre workflows and agent management. Understanding how scheduling impacts service levels will be crucial, so be ready to discuss how you would approach scheduling adjustments based on demand forecasts.
✨Showcase Your Excel Proficiency
Since advanced proficiency in Excel is a key requirement, be prepared to demonstrate your skills. You might be asked about specific functions or how you've used Excel to manage data effectively in past roles. Consider bringing examples of spreadsheets you've created or managed.
