Scheduling Analyst (Contact Centre)



Salary: £27000 per annum

Job Reference: 888381

Consultant: Jessica Earl

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Company Description

PACT is delighted to be working with a business renowned for being the number one food service company in the country. We have a highly desirable opportunity not to be missed! We are looking for an experienced Scheduling Analyst for a friendly Contact Centre located in Ashford.

The result of their continued growth is that they need YOU! So read on if you are a Scheduling Analyst with experience! If you are not, then check out our other jobs here ( – we are also looking for people in other Resource Planning & Scheduling positions!

Job Description

The biggest growth area for our client is within the Resource Planning department and with that growth comes the need for a new Scheduling Analyst which is where you come in. This business continues to lead the way as an industry leader within their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact on their success.

What the job is:

The purpose of this scheduling analyst role is to create the contact centre scheduling and demand management plans. You will create scheduling plans in order to achieve the optimum service goal outcomes based on forecast workload. This includes shift planning, rostering all contact centre planned activities, limited reporting, holiday management and maintenance of contact centre headcount information.

The successful candidate for this role 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.


Is this the job for you?

You will be a Scheduling Analyst and have done a Resource Planning/ Scheduling role for at least one year within a Contact Centre environment (extra points if you have experience working with WFM systems) and have been great at it and all that being a Resource Planning/ Scheduling Analyst involves -if it needs explaining then this is probably not for you.

Some bullet points about the role & responsibilities:

  • 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
  • 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

Some bullet points about you:

  • Ability to work under pressure and manage competing priorities
  • Ability to handle ambiguity and make decisions with limited information
  • An analytical mindset.
  • 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

Additional Information

How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then call the office on 0203 869 4541 and ask for Jess who will answer any questions that you might have!