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- Tasks: Create and optimise staff schedules using advanced workforce management tools.
- Company: Join a leading FCA regulated life & pensions service provider.
- Benefits: Enjoy a hybrid work model, competitive salary, and a supportive team environment.
- Why this job: Make a real impact by ensuring efficient scheduling and service delivery.
- Qualifications: Previous scheduling experience and familiarity with WFM tools required.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
A FCA regulated life & pensions service provider are seeking a dedicated professional to join the company, as a Workforce 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.
Workforce Scheduler, Stirling, Hybrid employer: Sanderson Recruitment
Contact Detail:
Sanderson Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Scheduler, Stirling, Hybrid
✨Tip Number 1
Get familiar with the WFM tools mentioned in the job description, like Verint and NICE. If you can, play around with them or find online tutorials to boost your confidence before the interview.
✨Tip Number 2
Network with current or former employees in similar roles. They can give you insider tips on what the company values and how to stand out during the hiring process.
✨Tip Number 3
Prepare for situational questions by thinking of examples from your past experience where you optimised schedules or solved staffing issues. We want to see how you think on your feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining us.
We think you need these skills to ace Workforce Scheduler, Stirling, Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Workforce Scheduler role. Highlight your experience with WFM 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 this 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 forecasting and analysis, make sure to highlight your analytical skills in your application. Mention any tools or techniques you've used in the past, like ARIMA or Erlang C, to show us you can handle the data side of things.
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 CV and cover letter directly. Plus, it helps us keep track of all applications efficiently!
How to prepare for a job interview at Sanderson Recruitment
✨Know Your WFM Tools
Make sure you brush up on your knowledge of workforce management tools like Verint, NICE, Genesys, and Active OPS. Be ready to discuss how you've used these tools in the past and how they can help optimise scheduling and meet SLAs.
✨Showcase Your Scheduling Experience
Prepare specific examples from your previous roles where you successfully created and maintained staff schedules. Highlight any challenges you faced and how you overcame them, as this will demonstrate your problem-solving skills.
✨Understand Forecasting Techniques
Familiarise yourself with forecasting methods such as ARIMA, Exponential Smoothing, and Erlang C. Be prepared to explain how these techniques can be applied to improve scheduling efficiency and meet operational demands.
✨Emphasise Team Collaboration
Since the role involves working closely with line and senior managers, think of examples that showcase your ability to collaborate effectively. Discuss how you’ve partnered with others to allocate off-phone activities and ensure service level delivery.
