Scheduling Analyst

08 Aug 2017
30 Aug 2017
Contract Type
Full Time
Scheduling Analyst (SCA)
Based: Tamworth
Come and join the number one food service company in the country…. With a turnover of over £2.6bn, Brakes Group is a leading supplier to the foodservice industry in the UK, Ireland, France and Sweden. The group comprises a family of specialist businesses which are able to deliver everything the caterer needs, including their very successful own brand ranges developed specifically for chefs.
Role Purpose:
The purpose of the scheduling analyst role is to create the contact centre scheduling and demand management plans.
The post holder will create scheduling plans in order to achieve the optimum service goal outcomes based on forecast workload. This include shift planning, rostering all contact centre planned activities, limited reporting, holiday management and maintenance of contact centre headcount information.
They will work with scheduling analysts across the primary operational sites to deliver consistent practices and planning methodology, and proactively meet service goals for all contact centre channels.
Principal Accountabilities
Planning Operations
  • Creation of the scheduling and demand management plan.
  • Management of holiday requests, entitlements and business allocation.
  • Management of shift changes and flexible working requests.
  • Responsible for the achievement of roster efficiency targets.
  • Amending staffing activities, shifts and skills to balance workload.
  • Takes an active role in weekly operational planning meetings.
  • Make recommendations on recruitment shifts and FTE.
  • To specifically work with teams outside the contact centre to ensure that all stakeholder requirements are understood and included in scheduling and planning where appropriate.
  • To administer the WFM elements of the starter / leaver process.
  • Provides recommendations to management with respect to short term and long term staffing strategies and approaches.
  • General administration of data within the WFM tools and applications including specific WFM reporting.
  • Makes recommendations for handling over and understaffing situations.
  • Assumes and performs other duties and responsibilities not specifically outlined here, but which are logically and properly inherent to the position.
Business Operations and Support
  • Work within peer group to ensure that KPI’s and in particular service goal outcomes are maximised.
  • Effective use of operational knowledge to identify revenue, efficiency and service improvement opportunities.
  • Support the Resource Planning Manager and Head of WFM by providing insight and fulfilling reporting requests.
  • Work with other Contact Centre teams to create best practice workforce optimisation plans.
Knowledge, Skills and Experience
  • Computer literacy: Confident user of Microsoft Office applications.
  • Ability to work under pressure and manage competing priorities.
  • Ability to handle ambiguity and make decisions with limited information.
  • An analytical mind-set.
  • A high level of numeracy.
  • Minimum of 12 months contact centre experience in any role.
  • Strong planning and organisational skills with attention to detail.
  • Knowledge of contact centre planning techniques.
  • Previous experience of contact centre scheduling.
  • Knowledge and experience of the Avaya telephony system and Verint WFM applications would be a distinct advantage.

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