Remote Workforce Scheduler – Customer Service Planning

M&G plc; Scotland; Remote; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Pension up to 18%

Share Save & Share Incentive Plan

38 days annual leave

Time Off When You Need It

Inspiring Families policy

Job summary

M&G plc is seeking a Resource Scheduling Specialist to own the management of scheduled resources across Customer Services. You will optimize staffing around forecast demand, including breaks and offline time, to ensure exceptional service.

The role involves shrinking activity management, reporting, and cross-functional collaboration to deploy resources efficiently. The ideal candidate has strong scheduling experience, proficiency with Verint and Excel, and the ability to influence stakeholders

Qualifications

• Experience in resource scheduling within a contact centre or customer service environment.
• Strong analytical skills and attention to detail.
• Ability to communicate clearly and influence stakeholders under pressure.

Responsibilities

• Schedule and deploy resources across Customer Services in line with forecast demand.
• Schedule shrinkages, track actual vs planned performance and report variances.
• Collaborate with cross-functional teams to scope scheduling requirements and balance shifts.
• Utilise the workforce management solution to maximise resources and provide insights.

Skills

Resource scheduling

Verint

Excel

Analytical

Stakeholder communication

Tools

Verint

Excel

Job description

M&G plc is seeking a Resource Scheduling Specialist to own the management of scheduled resources across Customer Services. You will optimize staffing around forecast demand, including breaks and offline time, to ensure exceptional service.

The role involves shrinking activity management, reporting, and cross-functional collaboration to deploy resources efficiently. The ideal candidate has strong scheduling experience, proficiency with Verint and Excel, and the ability to influence stakeholders