WFM Schedule Analyst

JD Sports Fashion; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

JD Sports Fashion is looking for a WFM Schedule Analyst to manage and optimize the WFM system for their Customer Care contact centre. The role involves scheduling, reporting on performance, and supporting management in optimizing workforce functions. Candidates should have scheduling experience with WFM software and advanced Excel skills.

Benefits

Staff discounts on JD Group and other brands

Opportunities for personal development

Qualifications

• At least one year of scheduling experience with WFM software.
• Advanced proficiency in Excel.
• Knowledge of call management systems.

Responsibilities

• Manage and optimize the WFM system and schedules for the Customer Care contact centre.
• Generate reports on operational performance, scheduling, and productivity.
• Collaborate with management to optimize WFM functions.

Skills

Scheduling

Excel

Call Management Systems

Call Centre Workflow

Job description

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors, and Gyms, with colleagues working in stores across various retail fascias worldwide.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996, has been a FTSE100 company since 2019, and continues to expand both in the UK and internationally.

Our goal is to be the leading global omnichannel retailer in the sports and outdoor industry. To achieve this, we seek individuals who align with our strategic goals of being a people-led, innovative, and customer-focused organization that excels operationally and explores new growth areas.

WFM Schedule Analyst

Line Manager: Workforce Planning Manager

Direct Reports: None

Primary Objective: The WFM Schedule Analyst will manage and optimize the WFM system and schedules for JD Sports Fashion PLC's Customer Care contact centre.

Key Accountabilities

• Serve as the subject matter expert for WFM functions including scheduling, workforce performance, and compliance reporting.
• Administer the workforce management system, maintaining accurate staff records and producing business-focused schedules.
• Generate reports on operational performance, workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce adherence.
• Collaborate with contact centre management to optimize WFM functions based on demand forecasts and schedules.
• Support monitoring agent adherence to schedules, providing reports and recommendations.
• Participate in future service delivery improvement initiatives.
• Update staff records for new hires, leavers, and role changes.
• Implement system updates as required.

Critical KPIs

• Contribute to achieving daily call targets related to abandonment and average speed of answer through effective staffing.
• Deliver timely reports including daily forecast reviews, absence reports, adherence reports, and performance analysis.
• Focus on intraday scheduling and match agents' time off to payroll records.
• Analyze and adjust schedules to impact service levels positively across Customer Care fascias.

Key Skills & Experience

• At least one year of scheduling experience with WFM software, capable of system administration.
• Advanced proficiency in Excel.
• Knowledge of call management systems.
• Understanding of call centre agent workflow and routing is preferred.

We value our colleagues' efforts and offer benefits such as staff discounts on JD Group and other brands, along with opportunities for personal development.

Thank you for your time.

#JD

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