Scheduling Analyst: Customer Service Resource Planner

Dev; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading travel platform based in Manchester is hiring a Scheduling Analyst. This role involves planning and executing scheduling strategies to optimize customer service and balance staff work/life commitments. Candidates should have a strong analytical mindset and familiarity with resource planning and Workforce Management software. The position requires excellent communication skills to bridge various teams and ensure adequate staffing based on demand trends.

Qualifications

• Strong analytical mind with a superb eye for detail.
• Proven capability to balance conflicting requirements.
• Good understanding of key contact centre metrics.

Responsibilities

• Plan and deliver effective scheduling for customer service.
• Monitor and analyse demand and scheduling requirements.
• Communicate workforce planning concepts to management.

Skills

Trend analysis

Resource planning

Collaborative skills

Analytical mindset

Ability to influence

Tools

Microsoft Office Suite

Workforce Management software (TeleoptI/Calabrio)

Job description

A leading travel platform based in Manchester is hiring a Scheduling Analyst. This role involves planning and executing scheduling strategies to optimize customer service and balance staff work/life commitments. Candidates should have a strong analytical mindset and familiarity with resource planning and Workforce Management software. The position requires excellent communication skills to bridge various teams and ensure adequate staffing based on demand trends.