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- Tasks: Create and optimise staff schedules using advanced workforce management tools.
- Company: Join a FCA regulated life & pensions service provider with a focus on inclusivity.
- Benefits: Hybrid working, competitive salary, and a supportive work environment.
- Why this job: Make a real impact by ensuring efficient resource allocation and service delivery.
- Qualifications: Previous scheduling experience and familiarity with WFM tools like Verint or Genesys.
- Other info: Diverse and inclusive workplace that values respect and equality.
The predicted salary is between 30000 - 42000 £ per year.
A FCA regulated life & pensions service provider are seeking a dedicated professional to join the company, as a Resource Scheduler. They are looking for someone who will be responsible for creating, maintaining and optimizing staff schedules using workforce management tools (such as Verint, NICE/Genesys, Active OPS or relevant WFM tool). This role ensures that schedules align with forecasts and real-time operational needs.
You will also optimise WFM scheduling to achieve organisational performance objectives, developing tools/techniques/UDA/technology ensuring full use of system is exploited and contractual SLA are met and benefited from the solution.
What you'll be doing:
- Scheduling of staff using Work Force Management Tools - either using Verint, Nice, Genesys & Active OPS or other WFM tools.
- Planning and scheduling activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day.
- Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
- Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand.
- Resource Planning at 15-30mins interval (where applicable) evidencing optimization, efficiency and in line with demand / SLA agreement.
- Building, analysing and improving staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered.
- Notifying operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions.
- Maintaining the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency.
- Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre.
What we're looking for:
- Previous scheduling experience.
- Experience with Work Force Management tools, such as Verint, Nice, Genesys & Active OPS or other WFM tools.
- Skilled in Forecasting tools such as ARIMA, Exponential Smoothing & Time Series, Erlang C Knowledge in Telephony or Ops infra.
Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
Locations
Resource Scheduler, Stirling, Hybrid employer: Sanderson Recruitment
Contact Detail:
Sanderson Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Scheduler, Stirling, Hybrid
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work with WFM tools like Verint or NICE. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by brushing up on your scheduling skills and WFM tools. Be ready to discuss how you've optimised schedules in the past and how you can help meet service level agreements. Show them you're the perfect fit!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. Check out our website for roles that match your skills and interests. We want to see you thrive in a place that appreciates your unique background!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm and fit for the Resource Scheduler role.
We think you need these skills to ace Resource Scheduler, Stirling, Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Resource Scheduler role. Highlight your experience with workforce management tools like Verint or NICE, and showcase any relevant scheduling experience. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit. Don’t forget to mention any specific achievements in scheduling or resource planning that demonstrate your expertise.
Showcase Your Analytical Skills: Since this role involves a lot of analysis, make sure to highlight your analytical skills in your application. Talk about any forecasting tools you've used and how you've optimised schedules in the past. We love candidates who can think critically and solve problems!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to upload your tailored CV and cover letter directly. Plus, it helps us keep track of your application better!
How to prepare for a job interview at Sanderson Recruitment
✨Know Your WFM Tools
Make sure you’re familiar with the specific workforce management tools mentioned in the job description, like Verint, NICE, Genesys, or Active OPS. Brush up on their features and functionalities so you can confidently discuss how you've used them in past roles.
✨Showcase Your Scheduling Skills
Prepare examples of how you've optimised staff schedules in previous positions. Be ready to explain your approach to balancing operational needs with employee availability, and how you’ve ensured service levels are consistently met.
✨Understand Forecasting Techniques
Since forecasting is a key part of the role, make sure you can talk about your experience with forecasting tools like ARIMA or Erlang C. Bring examples of how you’ve applied these techniques to improve scheduling efficiency.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you've identified and resolved scheduling issues in the past. Think of specific scenarios where you had to notify operations leaders of potential service shortfalls and the solutions you recommended.
