Remote Resource Scheduler for Customer Services

Prudential Distribution Ltd; Scotland; Hybride; GBP 35 000 - 45 000; Plein temps

Avantages offerts par ce poste

Pension up to 18%

38 days annual leave

Time Off When You Need It

Inspiring Families policy

Private Healthcare

Critical Illness cover

Life Assurance

Résumé du poste

M&G is seeking a Resource Scheduling Specialist to own scheduling across Customer Services from home in Scotland. You will balance forecasted demand, breaks, and offline time to optimise service delivery while controlling shrinkages and maintaining target adherence.

You will collaborate across directorates, train teams on planning impacts, and leverage Verint and Excel for reporting. The role emphasizes continuous improvement, data accuracy, and operational excellence.

Qualifications

• Experience in resource scheduling in contact centre or customer service environment.
• Strong analytical skills and attention to detail.
• Proficiency in WFM tools such as Verint and Excel.
• Ability to communicate clearly and influence stakeholders under pressure.
• Highly analytical and detail‑oriented.
• Able to work independently in a dynamic environment and prioritise multiple areas.

Responsabilités

• Scheduling and deploying resources across Customer Services in line with customer demand and targets.
• Collaborate with wider functions to educate on impact of planned activity on resources.
• Utilise workforce management tools to maximise resources and report against plan.
• Own the workforce management system and keep scheduling data up to date.
• Stay abreast of industry best practices in contact centre planning.
• Lead with a customer‑focussed mindset to drive growth and efficiency.
• Engage with operational teams to enable fast, informed decisions on service delivery.
• Capture and analyse lessons learned to drive continuous improvement.

Connaissances

Resource scheduling

Analytical skills

Excel

Communication

Attention to detail

Problem solving

Independent work

Outils

Verint

Description du poste

M&G is seeking a Resource Scheduling Specialist to own scheduling across Customer Services from home in Scotland. You will balance forecasted demand, breaks, and offline time to optimise service delivery while controlling shrinkages and maintaining target adherence.

You will collaborate across directorates, train teams on planning impacts, and leverage Verint and Excel for reporting. The role emphasizes continuous improvement, data accuracy, and operational excellence.