Scheduling Resource Analyst

Domestic & General Service GmbH; Nottingham; Hybrid; GBP 23,000 - 40,000; Full time

Job summary

An innovative company is seeking a Scheduling Resource Analyst to enhance customer experience through effective resource management. In this role, you will design and manage agent schedules, ensuring alignment with operational needs and customer demand. Collaborating closely with operational leaders, you will forecast staffing requirements and support long-term scheduling strategies. This position offers a dynamic work environment with opportunities for professional growth and a comprehensive benefits package. Join a forward-thinking team dedicated to continuous improvement and employee satisfaction.

Benefits

33 days annual leave

Health cash plan

Pension scheme

Life assurance

Employee discounts

Cycle to Work scheme

Travel Loans

Employee Assistance Programme

Discounted gym membership

Online culinary classes

Qualifications

• Experience in resource planning and scheduling within a contact centre.
• Strong understanding of WFM systems and ACD platforms.

Responsibilities

• Prepare and publish schedules for front-line teams.
• Proactively identify gaps in coverage and resolve them.
• Support the shift review and flexible working processes.

Skills

Resource planning

Scheduling

WFM systems (Verint)

ACD platforms (Genesys)

Excel skills

Attention to detail

Organizational skills

Communication skills

Report writing

Capacity planning principles

Education

PPF qualifications

Tools

Microsoft Office

Job description

Scheduling Resource Analyst
Location: Flexible / Hybrid working available
Contract Type: Permanent

Closing Date: Tuesday 20th May

At Domestic & General, we know that delivering a great customer experience starts with having the right people in the right place at the right time. That’s where our Planning team comes in – and right now, we’re looking for a Scheduling Resource Analyst to help shape the way we manage our front-line resource.

The Role

As a Scheduling Resource Analyst, you’ll play a critical role in designing and managing agent schedules that balance customer demand with employee needs. You’ll work closely with operational leaders to forecast staffing requirements, plan offline activities and support the delivery of long-term scheduling strategies – all while keeping a sharp eye on accuracy, efficiency and employee experience.

Key responsibilities:

Preparing and publishing schedules for front-line teams, ensuring alignment with customer demand and operational needs

Proactively identifying gaps or variances in coverage and working with stakeholders to resolve them

Ensuring all activity – including meetings, training, and holidays – is reflected in schedules in a timely manner

Supporting the shift review and flexible working processes to meet evolving business needs

Handing over schedules to the Realtime team and highlighting areas of pressure or opportunity

Playing a key role in the annual peak planning process

Building strong relationships across Operations and Planning to support a one-team approach

Maintaining accuracy of schedules and contributing to continuous improvement across the Planning cycle

To be successful in this role, you’ll need the following:

Experience in resource planning and scheduling within a contact centre environment

Strong understanding of WFM systems (ideally Verint) and ACD platforms (such as Genesys)

Excellent Excel skills and confidence with Microsoft Office

Attention to detail, organisational skills and the ability to prioritise under pressure

Confident communicator with strong influencing skills

A solid understanding of planning cycles, working-time legislation and flexible working principles

A proactive, solutions-focused mindset and a desire to deliver great results

Experience of report writing and managing meetings

PPF qualifications or knowledge of capacity planning principles

Knowledge of shrinkage models and multi-channel planning

Working for us, works for you

Comprehensive training with clearly defined career progression opportunities

Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave

Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service

Pension scheme – matched employer contributions up to 5% of basic salary

Life assurance – employer funded cover of 4x basic salary

Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

Salary Finance – access to savings and borrowing through payroll

Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles

Travel Loans – interest free loans to help spread the cost of annual travel tickets

Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000

Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes

OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues

Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

Employee discounts – access to discounted Sky TV and mobilepackages, together with a range of discounts for 100s of online and high street retailers

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status.

We also have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

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