Scheduling Analyst



Salary: Bonus and Benefits

Job Reference: 888368

Consultant: Lawrence Poster
0203 869 4549

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Company Description

PACT are delighted to be assisting one of the UK’s leading providers to source and hire an experienced Real Time Analyst to join their growing team in Hertfordshire. This is a global operation servicing a rapidly expanding customer base.

The Role:

Responsibilities include but are not limited to:


  • Make real time decisions and changes that are in line with the business objectives and priorities
  • Review actual data V forecast V scheduling data within the daily reports from the MI team to identify problems or exceptions, and analyse long term impacts into service
  • Review planning assumptions to identify problems or exceptions, and analyse long term impacts to service
  • Review scheduling assumptions against the daily reports from the MI team to identify problems or exceptions
  • Analyse the advisor real time adherence to the schedules and absence rates, create a daily or intra daily “Overs and Unders†report and provide recommendations to mitigate any staffing issues
  • Provide recommendations on staffing requirements based on volumes, service levels and available capacity
  • Provide the Management Team with regular, accurate and relevant business management information with innovative suggestions for performance improvement
  • Seek supplementary reports or data to sanity check the most appropriate course of action or decision
  • Identify additional reports or supplementary data that can be used to overlay the existing data to provide a greater insight into operational performance

Process Improvement

  • Work closely with stakeholders to evidence and validate improvement suggestions
  • Use historical data and assumptions to document the impact to the forecasts, schedules and overall service levels due to changes
  • Participate in forecasting and planning meetings with relevant departments; support the development of accurate short- and long-term workload forecasts.
  • Support Scheduling Team Lead in ensuring systems are updated
  • Support Scheduling Team Lead in creating forecasts and optimising advisor schedules to meet Customer Care objectives and service levels for both in-house and outsourced operations
  • Review queue and skill management plans, and liaise with Forecasting and Scheduling Manager and Operations Managers to create optimal routing and queuing plans
  • Propose recommendations on how to maximise resource utilisation across centres

Incident Management

  • Serve as initial contact point for all issues regarding schedules.
  • Track incidents and produce ad hoc reports to evidence issues and offer solutions
  • Identify root causes of incidents and liaise with other departments to provide empirical evidence of the impact to the service levels, staffing plans and underlying assumptions for forecasting and scheduling

Skills and experience you will need:


  • Competent when using computer based software to support swift and succinct data analysis including experience of manipulating large sets of data in Excel
  • Working knowledge of workforce management and scheduling applications preferred (Teleopti)
  • Used to working in a high volume, fast paced ever changing department
  • Excellent problem solving skills — evidence of demonstrating innovative and methodical thinking


  • Passion for working as part of a team as well as being equally comfortable working on their own
  • Self-motivated, flexible and able to adapt to changing circumstances
  • Excellent written and verbal communication skills with the ability to communicate at all levels
  • Good time management and organisational skills
  • Ability to make the right decision under pressure
  • Professional and committed approach to work
  • Constructive approach to giving feedback and ideas on how to improve the customer experience