Scheduling Resource Analyst
Domestic & General
full-time
Posted on:
Location Type: Hybrid
Location: Nottingham • United Kingdom
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Salary
💰 £26,000 - £29,000 per year
About the role
- Preparing and publishing schedules for front-line teams, ensuring alignment with customer demand and operational needs
- Proactively identifying gaps or variances in coverage and working with stakeholders to resolve them
- Ensuring all activity – including meetings, training, and holidays – is reflected in schedules in a timely manner
- Supporting the shift review and flexible working processes to meet evolving business needs
- Handing over schedules to the Realtime team and highlighting areas of pressure or opportunity
- Playing a key role in the annual peak planning process
- Building strong relationships across Operations and Planning to support a one-team approach
- Maintaining accuracy of schedules and contributing to continuous improvement across the Planning cycle
Requirements
- Experience in resource planning and scheduling within a contact centre environment
- Strong understanding of WFM systems (ideally Verint) and ACD platforms (such as Genesys)
- Excellent Excel skills and confidence with Microsoft Office
- Attention to detail, organisational skills and the ability to prioritise under pressure
- Confident communicator with strong influencing skills
- A solid understanding of planning cycles, working-time legislation and flexible working principles
- A proactive, solutions-focused mindset and a desire to deliver great results
- Desirable: Experience of report writing and managing meetings
- PPF qualifications or knowledge of capacity planning principles
- Knowledge of shrinkage models and multi-channel planning
Benefits
- Personal and Professional growth is encouraged
- Internal Mobility programmes providing networking opportunities
- Leadership development programmes
- Work-Life balance with a hybrid role
- Health Cash Plan
- Instant discounts
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
resource planningschedulingWFM systemsVerintACD platformsGenesysExcelMicrosoft Officereport writingcapacity planning
Soft Skills
attention to detailorganisational skillsability to prioritiseconfident communicatorstrong influencing skillsproactive mindsetsolutions-focusedrelationship buildingcontinuous improvementflexible working principles
Certifications
PPF qualifications