At a Glance
- Tasks: Create and optimise schedules to ensure the right people are in the right place at the right time.
- Company: Join Birmingham City Council, a Disability Confident Leader employer committed to inclusivity.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal development.
- Other info: Fast-paced environment with a focus on continuous improvement and career growth.
- Why this job: Make a real impact on customer experience and operational efficiency in a dynamic team.
- Qualifications: Experience in workforce management and strong analytical skills required.
The predicted salary is between 28598 - 34434 € per year.
Grade B - £28,598 - £34,434 Consultation grade - subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
About The Role
We’re looking for a highly organised and analytical Resource Scheduler to join our Contact Centre team. You’ll play a key role in ensuring we have the right people, in the right place, at the right time. Your work will directly support service levels, customer experience, and operational efficiency.
Key Responsibilities
- Create, manage, and optimise agent schedules to meet forecasted demand
- Collaborate with Team Leaders and Operations Managers to balance business needs with employee preferences
- Maintain workforce management systems and ensure data accuracy
- Support continuous improvement initiatives across the contact centre
About You
- Experience in workforce management, resource planning, or contact centre operations
- Strong analytical skills with the ability to interpret data and identify trends
- Proficiency with WFM tools (e.g., Verint, NICE, Calabrio, or similar)
- Excellent communication and stakeholder management skills
- Highly organised, detail‑focused, and comfortable working in a fast‑paced environment
- A proactive problem‑solver who enjoys optimising processes
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy – Birmingham City Council here.
Resource Scheduler in Birmingham employer: WMJobs
Birmingham City Council is an excellent employer, offering a supportive and inclusive work environment where your contributions as a Resource Scheduler will directly enhance service levels and customer experience. With a commitment to employee development and a focus on continuous improvement, you will have ample opportunities for growth while working in a vibrant city that values diversity and community welfare.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Scheduler in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current employees at Birmingham City Council or in similar roles. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to resource scheduling and workforce management. We recommend using role-play with a friend to boost your confidence.
✨Tip Number 3
Show off your analytical skills! Bring examples of how you've used data to optimise processes in previous roles. This will demonstrate your fit for the Resource Scheduler position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining the team.
We think you need these skills to ace Resource Scheduler in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in workforce management and resource planning. We want to see how your skills align with the role of Resource Scheduler, so don’t hold back on showcasing your analytical prowess!
Show Off Your Tools:If you’ve got experience with WFM tools like Verint or NICE, let us know! Mentioning specific software you’re familiar with can really set you apart from other candidates. We love seeing that you’re ready to hit the ground running.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements shine through. Remember, we’re looking for someone who’s detail-focused!
Apply Through Our Website:Don’t forget to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at WMJobs
✨Know Your WFM Tools
Make sure you brush up on your knowledge of workforce management tools like Verint, NICE, or Calabrio. Be ready to discuss how you've used these tools in the past and how they can help optimise agent schedules.
✨Show Off Your Analytical Skills
Prepare to demonstrate your analytical prowess by discussing specific examples where you've interpreted data to identify trends. Think about how this has impacted service levels or operational efficiency in your previous roles.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. You might be asked to explain complex scheduling scenarios, so being able to communicate effectively with stakeholders is crucial.
✨Be Proactive in Problem-Solving
Think of instances where you've proactively solved problems in a fast-paced environment. Prepare to share these examples during your interview, highlighting your ability to optimise processes and improve overall efficiency.
