Scheduling Manager

WPS; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Job summary

WPS in Birmingham, UK is seeking an experienced Operations lead to oversee planning and scheduling of direct labour and the supply chain, ensuring efficient delivery of high-quality, customer-focused services. You will manage call centre operations, performance management and drive improvements across contracts.

You will lead KPI reporting, analyse performance, and produce monthly client reports while maintaining strong client and internal stakeholder relationships.

Qualifications

• Experience in planning, scheduling, or operations.
• Strong data analysis and KPI management skills.
• Excellent organisation and prioritisation.
• Strong communication and stakeholder management.

Responsibilities

• Manage planning and scheduling of direct labour and supply chain.
• Oversee daytime call centre operations.
• Ensure compliance with company policies & Operating Framework.
• Drive continuous improvement across services.
• Lead KPI reporting and performance analysis.
• Monitor and improve operational performance.
• Produce monthly client reports.
• Analyse complaints and identify service improvements.

Skills

Planning & scheduling

Data analysis

Stakeholder management

Communication

Team leadership

Organisation & prioritisation

Problem solving

Tools

Excel

Word

Outlook

Job description

Role Purpose

Lead the

Birmingham (WPS)

Lead the planning & scheduling function, ensuring the efficient coordination of workforce and delivery of high-quality, customer-focused services. You'll oversee call centre operations, performance management, and continuous improvement, driving operational excellence across all contracts.

Key Responsibilities

Operations

• Manage planning & scheduling of direct labour and supply chain
• Oversee daytime call centre operations
• Ensure compliance with company policies & Operating Framework
• Drive continuous improvement across services

Performance & Reporting

• Lead KPI reporting & performance analysis
• Monitor and improve operational performance
• Produce monthly client reports
• Analyse complaints & identify service improvements

Customer & Stakeholder Management

• Deliver a customer-first service
• Strengthen relationships with clients & internal teams
• Attend and contribute to client meetings

People Leadership

• Manage:
• Scheduling teams
• Daytime managers
• Admin, KPI & complaints teams
• Drive team performance, engagement & development

Health, Safety & Compliance

• Ensure all work is planned safely
• Promote health, safety & wellbeing culture
• Monitor and support H&S compliance and reporting

Skills & Experience

• Experience in planning, scheduling, or operations
• Strong data analysis & KPI management skills
• Confident with Excel, Word & Outlook
• Excellent organisation & prioritisation
• Strong communication & stakeholder management
• Background in maintenance/property services (desirable)

What Success Looks Like

• Efficient workforce scheduling
• Improved KPI performance
• High customer satisfaction
• Engaged, high-performing teams

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

Our Commitments

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role.

As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme.