Scheduling Analyst

Location:Manchester

Division:Planning

Salary: £18000 - £24000 per annum

Job Reference: 888510-1

Consultant: Sanjay Devit
sanjay@pactrecruit.com
0203 869 4549

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Company Description

Scheduling Analyst (REF: 888510)

Greater Manchester

Salary up to £24k + benefits

Pact are delighted to be assisting a FTSE 250 business in finding a Scheduling Analyst to join their team of experts. The client is one of the UK’s most well known brands. The WFM Schedule Analyst will be responsible for administrating and optimising the WFM system and schedules across the business for the Customer Care contact centre.

Key Responsibilities:

  • Acting as SME for scheduling work performance and reporting compliance
  • Lead administrator of WFM systems while ensuring staff records are accurate
  • Interpret operations performance data and producing reports relating to workflow optimisation, productivity, scheduling, capacity, headcount, workforce compliance and planning
  • Work with management to optimise WFM function in regard to schedules and demand forecasts
  • Support management in monitoring schedule adherence by providing reports and recommendations
  • Being a key component in future improvements to customer care service delivery
  • Provide updates for staff management requirements
  • Utilise staff to meet KPI’s
  • Delivering Daily Forecast Review, Daily Absence Report, Daily Adherence Report, Daily Performance Analysis (for previous day) to senior management
  • Focus on intraday scheduling 3 – 5 weeks out.
  • Analyse and adjust on schedules in regard to service level performance

Skills and Experience:

  • Experience working with NICE IEX
  • Ability to build and maintain IEX systems at administrator level
  • Knowledge of Avaya or similar call management system
  • Knowledge of Call Centre agent workflow

To take advantage of this rare opportunity with PACT please contact us by using the application link

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