Scheduling Resource Analyst

Domestic & General; Nottingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service provider in the UK is looking for a Scheduling Resource Analyst to design and manage schedules balancing customer demand and employee needs. The role involves ensuring coverage gaps are identified and resolved, maintaining accuracy in schedules, and supporting operational leaders. The ideal candidate should have experience in resource planning within a contact centre and strong skills in WFM systems and Excel. Offering competitive benefits including annual leave, health plans, and pension schemes.

Benefits

Annual leave of 33 days

Health cash plan

Pension scheme

Life assurance

Online benefit portal

Salary Finance access

Car Leasing scheme

Interest-free Travel Loans

Cycle to Work scheme

Discounted gym membership

Opportunities for volunteering

Employee Assistance Programme

Free protection plan

Employee discounts

Qualifications

• 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.
• Solid understanding of planning cycles and working-time legislation.
• Proactive, solutions-focused mindset with a desire to deliver great results.

Responsibilities

• Prepare and publish schedules for front-line teams.
• Identify gaps in coverage and work with stakeholders to resolve them.
• Ensure all activity is reflected in schedules timely.
• Support the shift review and flexible working processes.
• Hand over schedules to the Realtime team.
• Play a key role in the annual peak planning process.
• Build strong relationships across Operations and Planning.
• Maintain accuracy of schedules and contribute to continuous improvement.

Skills

Resource planning

WFM systems knowledge

Excel skills

Attention to detail

Communication skills

Organizational skills

Tools

Verint

Genesys

Job description

Job Overview

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.

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

Qualifications

• 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

Desirable

• Experience of report writing and managing meetings
• PPF qualifications or knowledge of capacity planning principles
• Knowledge of shrinkage models and multi-channel planning

Benefits

• 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 4× 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 mobile packages, together with a range of discounts for 100s of online and high street retailers

Equal Opportunity

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.