Resource Scheduling Specialist — Remote (Scotland)

M&G; Scotland; Híbrido; GBP 32.000 - 45.000; Jornada completa

Descripción de la vacante

M&G Life is recruiting a Resource Scheduling Specialist to own scheduling across Customer Services, aligning resources with forecast demand and managing shrinkages. The role supports interdepartmental planning, collaborates with strategic planners, and drives efficiency in a fast-paced environment.

The successful candidate will possess strong analytical abilities, experience with Verint or similar WFM tools, and proficiency in Excel, with a proven ability to influence stakeholders and work

Formación

• Experience in resource scheduling within contact centres or customer service.
• Strong analytical skills and attention to detail.
• Proficiency in workforce management tools (e.g. Verint) and Excel.
• Clear communication and stakeholder influence under pressure.

Responsabilidades

• Schedule resources across Customer Services in line with demand.
• Manage shrinkages and track performance against targets.
• Engage with cross-functional teams to scope scheduling needs.
• Utilise the workforce management tool to maximise resources.
• Maintain up-to-date scheduling data and adopt best practices.
• Drive operational improvement and customer-focused service delivery.
• Capture and share lessons learned to improve efficiency.

Conocimientos

Resource scheduling

WFM tools

Excel

Analytical skills

Stakeholder communication

Attention to detail

Independent working

Herramientas

Verint

Descripción del empleo

M&G Life is recruiting a Resource Scheduling Specialist to own scheduling across Customer Services, aligning resources with forecast demand and managing shrinkages. The role supports interdepartmental planning, collaborates with strategic planners, and drives efficiency in a fast-paced environment.

The successful candidate will possess strong analytical abilities, experience with Verint or similar WFM tools, and proficiency in Excel, with a proven ability to influence stakeholders and work