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- Tasks: Monitor performance, manage schedules, and ensure staffing aligns with operational needs.
- Company: Join a leading team in outsourced calls and live chat, thriving for over 20 years.
- Benefits: Enjoy 25 days annual leave, mental health support, free gym access, and epic parties!
- Why this job: Perfect for data lovers who enjoy decision-making and want to impact customer experiences.
- Qualifications: 2+ years in WFM scheduling, strong analytical skills, and familiarity with WFM tools required.
- Other info: Work in a dynamic environment with a supportive team and opportunities for growth.
The predicted salary is between 36000 - 60000 £ per year.
Title:WFM Intraday & Scheduling Planner
Salary:Competitive
Location:Wrexham
Why work with us:
Were looking for a detail-oriented and proactive WFM Intraday & Scheduling Planner to join our dynamic team. In this critical role, you will be responsible for monitoring intraday performance, managing agent schedules, and ensuring alignment between staffing and real-time operational needs. You will have a proactive approach, providing real time insight and solutions. Your work will help us maintain service levels, optimize efficiency, and deliver exceptional experiences to our customers.
What we do:
Were the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (whos still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.
Working closely with the Workforce Head of Operational Planning your job is to create scheduling plans to achieve the optimum outcome for service levels based on the forecasted workload. Your passion for ensuring that we have the right people in at the right time and the right place, means you can deliver consistent planning methodology so that service level targets are consistently achieved.
The role:
The WFM Intraday & Scheduling Planner plays a key part in the smooth running of our operations and is responsible for planning and optimising PA (agent) schedules in advance, while also managing real-time performance throughout the day for a multi-channel call centre .
Its a great opportunity for someone who enjoys both data and decision-making, and whos confident working across teams to make sure our customers get the support they need, when they need it.
Key Responsibilities:
Scheduling Responsibilities:
- Build and manage rotas and shift patterns to match forecasted demand and operational requirements using Calabrio Workforce Management tool
- Factor in annual leave, training, one-to-ones, and other offline activities when planning schedules.
- Work closely with Department team Managers, Team Managers, Team Leaders, Working Life Team (HR), and Operations to support headcount planning and resourcing needs.
- Monitor long-term shrinkage and make proactive adjustments to schedules to maintain efficiency.
- Look for ways to improve scheduling accuracy and fairness, using data and feedback from our teams.
Intraday Management Responsibilities:
- Monitor real-time performance metrics such as queue times, service levels, and adherence.
- React swiftly to changes in volume or staffing by making live adjustments to breaks, lunches, or support levels.
- Communicate effectively with operational Teams to manage unplanned absences or call/chat spikes.
- Escalate critical issues and ensure clear updates are shared with the wider team.
- Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management
- Lead or contribute to daily operations huddles and end-of-day performance summaries
The person:
- Minimum 2 years experience in a WFM intraday or scheduling role within a contact centre environment (essential)
- Solid understanding of key WFM metrics (e.g. adherence, occupancy, shrinkage, service levels).
- Familiarity with WFM tools such as Calabrio, NICE IEX, Verint, Genesys Cloud, or similar platforms.
- Comfortable working with real-time data and making quick, informed decisions.
- Strong analytical and problem-solving skills, with proficiency in data analysis tools.
- Excellent communication and stakeholder management skills.
- Good working knowledge of Excel; experience with data reporting or dashboards is a bonus.
Whats included:
- Permanent contract
- 25 days annual leave, plus bank holidays
- Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
- Access to our wellbeing room to help enhance your physical and mental wellbeing
- Access to a 24/7 doctor line
- Subsidised meals
- Free on-site gym access
- And did we mention our epic parties? We know how to celebrate in style!
Candidates with the experience or relevant job titles of; Planning Officer, Technical Planning Assistant, RTPI, Technical Services Officer, Development Technician, Planning Administrator, Planning Controller, Planning Consultant, Development Control Planner, Town and Country Planning, Town and Country Planner, Energy Project Manager, Project Manager may also be considered for this role
WFM Intraday & Scheduling Planner in Wrexham employer: Moneypenny
Contact Detail:
Moneypenny Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land WFM Intraday & Scheduling Planner in Wrexham
✨Tip Number 1
Familiarise yourself with the Calabrio Workforce Management tool, as it's essential for this role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the tools we use.
✨Tip Number 2
Brush up on your understanding of key WFM metrics like adherence and service levels. Being able to discuss these metrics confidently during an interview will show that you have the analytical mindset we’re looking for.
✨Tip Number 3
Prepare examples from your previous experience where you've successfully managed real-time performance metrics. Highlighting specific situations where you made quick decisions can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees in similar roles to gain insights into our company culture and expectations. This can provide you with valuable information to tailor your approach and questions during the interview process.
We think you need these skills to ace WFM Intraday & Scheduling Planner in Wrexham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in WFM intraday or scheduling roles, particularly within a contact centre environment. Emphasise your familiarity with WFM tools like Calabrio and your understanding of key metrics such as adherence and service levels.
Craft a Compelling Cover Letter: In your cover letter, express your passion for optimising schedules and improving efficiency. Mention specific examples from your past experience where you successfully managed agent schedules or made real-time adjustments to meet operational needs.
Showcase Analytical Skills: Since the role requires strong analytical skills, include any relevant data analysis projects or tools you've used in your previous positions. Highlight your ability to make quick, informed decisions based on real-time data.
Prepare for Potential Questions: Anticipate questions related to your experience with scheduling and intraday management. Be ready to discuss how you've handled unexpected changes in staffing or volume and how you communicated effectively with teams during those times.
How to prepare for a job interview at Moneypenny
✨Know Your WFM Metrics
Familiarise yourself with key WFM metrics such as adherence, occupancy, and service levels. Be prepared to discuss how these metrics impact scheduling and operational efficiency during the interview.
✨Demonstrate Analytical Skills
Showcase your analytical and problem-solving abilities by discussing past experiences where you used data to make informed decisions. Highlight any specific tools you've used, like Calabrio or Excel, to analyse performance metrics.
✨Prepare for Real-Time Scenarios
Anticipate questions about how you would handle real-time performance issues, such as unexpected absences or call spikes. Think of examples from your previous roles where you successfully managed similar situations.
✨Communicate Effectively
Since the role involves collaboration with various teams, practice articulating your thoughts clearly. Prepare to discuss how you would communicate changes in schedules or performance metrics to different stakeholders.
