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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 vibrant work culture.
- Why this job: Be part of a dynamic team focused on innovation and operational excellence.
- Qualifications: One year of WFM scheduling experience and advanced Excel skills required.
- Other info: Located at our Head Office in Rochdale, this role offers a chance to impact customer service.
The predicted salary is between 30000 - 42000 £ 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 several retail fascias in many markets around the world. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019, continuing to grow in the UK and internationally. We aim to be the leading global omnichannel retailer in the sports and outdoor industry. To be part of this successful company and help us achieve this, you should have the desire to embody our strategic goals of being a people-led, innovative, and customer-focused organization that provides operational excellence while identifying new growth areas as part of our daily objectives.
Primary Objective: The WFM Schedule Analyst will be responsible for administrating and optimizing the WFM system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.
Key Accountabilities:
- Acts as a subject matter expert for assigned WFM functions (scheduling, workforce performance, and compliance reporting).
- Part of the team that manages the workforce management system, maintaining accurate staff records and producing business-focused schedules.
- Produces reports to interpret operational performance, including workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.
- Partners with contact centre management to optimize the WFM function, considering demand forecasts and schedules.
- Supports management in monitoring agent adherence to schedules, breaks, and exceptions, providing reports and recommendations.
- Supports future Customer Care service delivery improvement initiatives.
- Updates staff management records (new hires, leavers, moves, updates).
- Implements system updates as required.
Critical KPIs:
- Contribute to daily call targets for abandonment and average speed of answer through correct staffing utilization.
- Deliver reports on time, including daily forecast review, absence, adherence, and performance analysis.
- Focus on intraday scheduling.
- Maintain agent time-off groups and allowances in line with payroll.
- Analyze and adjust specialist schedules to impact service levels in Customer Care.
Key Skills & Experience:
- Minimum one year’s experience scheduling with a WFM software solution, with the ability to build and maintain the system at an administrator level.
- Advanced proficiency in Excel.
- Functional knowledge of call management systems.
- Knowledge of call centre agent workflow/routing is preferred.
We recognize our colleagues' tireless efforts in making JD Sports successful. We offer benefits such as staff discounts on JD Group and other brands, along with personal development opportunities.
Location: JD Sports - Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom
WFM Schedule Analyst employer: JD Sports Fashion PLC
Contact Detail:
JD Sports Fashion PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land WFM Schedule Analyst
✨Tip Number 1
Familiarise yourself with WFM software solutions commonly used in the industry. Understanding how these systems work will give you an edge during interviews, as you'll be able to discuss your experience and knowledge confidently.
✨Tip Number 2
Brush up on your Excel skills, especially advanced functions like pivot tables and VLOOKUP. Being proficient in Excel is crucial for a WFM Schedule Analyst, and showcasing this skill can set you apart from other candidates.
✨Tip Number 3
Network with professionals in the call centre and workforce management fields. Engaging with others in the industry can provide insights into best practices and may even lead to referrals or recommendations for the position.
✨Tip Number 4
Prepare to discuss specific examples of how you've optimised schedules or improved workforce performance in previous roles. Having concrete examples ready will demonstrate your capability and understanding of the role's responsibilities.
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: In your cover letter, express your enthusiasm for JD Sports and how your skills align with their goals. Mention specific experiences that demonstrate your ability to optimise schedules and improve operational performance.
Showcase Relevant Experience: When detailing your work history, focus on roles where you managed schedules or worked with WFM systems. Use metrics to illustrate 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 the WFM Schedule Analyst position.
How to prepare for a job interview at JD Sports Fashion PLC
✨Know Your WFM Software
Make sure you have a solid understanding of the WFM software solutions you've used in the past. Be prepared to discuss how you've administered and optimised these systems, as this role requires you to be a subject matter expert.
✨Showcase Your Excel Skills
Since advanced proficiency in Excel is crucial for this position, brush up on your skills. Be ready to provide examples of how you've used Excel for reporting and analysis in previous roles.
✨Understand Call Centre Dynamics
Familiarise yourself with call centre workflows and agent routing. Being able to discuss how you can optimise schedules based on demand forecasts will demonstrate your knowledge and suitability for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you've had to adjust schedules or manage staffing issues, and be ready to explain your thought process and outcomes.
