Resource Scheduling Specialist

Prudential Distribution Ltd; Scotland; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Pension up to 18%

38 days annual leave

Time Off When You Need It

Inspiring Families policy

Private Healthcare

Critical Illness cover

Life Assurance

Job summary

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.

Responsibilities

• 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.

Skills

Resource scheduling

Analytical skills

Excel

Communication

Attention to detail

Problem solving

Independent work

Tools

Verint

Job description

At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through telling it like it is, owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and offer workplace adjustments to ensure you have the support you need to succeed in your role.

Resource Scheduling Specialist M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2026 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in‑house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

We are seeking a scheduling specialist to be responsible for owning the management of all scheduled resources utilising tools and tactics to ensure that resources are maximised to deal with forecast customer demand and that shrinkage targets are not over utilised. Responsible for the short/ medium part of the Resource Planning cycle, this role schedules all resources around expected customer demand. This includes, breaks, lunches and all offline time and processing time to ensure that resources are available to offer exceptional service to our customers. Pro-actively manage all shrinkages by scheduling resource based on targets and availability. Update shrinkage reporting and share with Operations so that they can keep track of offline activity in line with their targets and measures. You will collaborate with cross functional teams to scope and review all scheduling requirements for new and existing colleagues, liaise with Strategic Planners and real‑time management on the most effective way of deploying resource including balancing rotational shifts and work patterns.

Key Responsibilities for this Role:

• Scheduling and deploying resources across Customer Services in line with customer demand. Scheduling shrinkages in line with targets and tracking actual versus planned, demonstrating the impact of service areas going over target
• Responsible for engaging with wider functions across various directorates, to educate and influence the impact that future planned activity has on Operational resources and the Operational customer journey. This includes planning in training, absence and managing annual leave thresholds.
• Utilising the workforce management solution to maximise resources and leveraging the technology for reporting against plan. Sharing with Operational leads and stakeholders on where there is opportunities to deploy resources elsewhere or devise tactical mitigation for areas that predict performance challenges.
• Custodian of the workforce management solution that houses our colleague scheduling information, ensuring that it is maintained and up to date.
• Adaptable and eager to stay abreast of industry best practices and emerging trends in contact centre and back‑office planning practices.
• Leading from the front, with demonstrable passion for driving operational improvement, fostering a customer focussed mind‑set across the organisation to achieve sustainable growth.
• Operational Engagement. Build a collaborative and challenging relationship with operational teams, enabling fast, informed decisions to protect customer service delivery.
• Lessons Learned & Efficiency. Capture and analyse lessons learned from operational performance, using insights to drive continuous improvement and efficiency gains.

Key Knowledge, Skills & Experience:

• Experienced in resource scheduling, managing resources in line with Strategic forecast plans which will in turn support business needs within a contact centre or customer service environment.
• Strong analytical skills and attention to detail.
• Proficiency in WFM tools (e.g. Verint) and Excel.
• Ability to communicate clearly and influence stakeholders under pressure.
• Highly analytical and detail‑oriented individual.
• Possess exceptional problem‑solving skills and a natural curiosity to explore patterns and trends.
• Able to work independently, with a critical eye for detail, thriving in a dynamic environment and can effectively prioritise and manage multiple service areas simultaneously.

Location:

Homebased Scotland #LI-SM2

What we offer:

• A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
• Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days.
• Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
• Our market‑leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
• Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.

We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.

M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long‑term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.

We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying.

If you need any additional support at any stage, please contact us at: [e-mail]

M&G is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 institutional clients in 38 offices worldwide. As at 31 December 2024, we had £345.9 billion of assets under management and administration. Our purpose is to give everyone real confidence to put your money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.