WFM Schedule Analyst

JD Sports Fashion; Rochdale; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a WFM Schedule Analyst to enhance their customer care operations. In this role, you will manage workforce scheduling and performance reporting, ensuring optimal staffing levels and adherence to schedules. Your expertise in WFM software and advanced Excel skills will be crucial in interpreting data and contributing to service delivery improvements. Join a forward-thinking company that values innovation and offers opportunities for personal development and staff discounts on various brands.

Benefits

Staff Discounts

Personal Development Opportunities

Qualifications

• Minimum of 1 year experience in scheduling with WFM software.
• Strong administrative skills for system maintenance.

Responsibilities

• Administer and optimize the WFM system and schedules.
• Generate reports on operational performance and staffing.

Skills

WFM Software Scheduling

Excel Proficiency

Call Management Systems Knowledge

Call Centre Workflows Understanding

Job description

JD Sports - Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom Req #1027

24 April 2025

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 across various retail fascias in many markets worldwide.

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

We aim to be the leading global omnichannel retailer in the sports and outdoor industry. To contribute to this goal, you should share our strategic focus on being a people-led, innovative, and customer-focused organization that strives for operational excellence and explores new growth areas as part of our daily objectives.

WFM Schedule Analyst

Direct Reports: No

Primary Objective: The WFM Schedule Analyst will be responsible for administering and optimizing the Workforce Management (WFM) system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.

Key Accountabilities

1. Act as a subject matter expert for assigned WFM functions, including scheduling, workforce performance, and compliance reporting.
2. Be part of the team that manages the WFM system, maintaining accurate staff records and producing business-focused schedules.
3. Generate reports to interpret operational performance, covering workflow optimization, scheduling, productivity, headcount, capacity planning, and compliance.
4. Partner with contact centre management to optimize WFM functions, considering demand forecasts and schedules.
5. Support management in monitoring agent adherence to schedules, breaks, and exceptions, providing reports and recommendations.
6. Contribute to future service delivery improvement initiatives within Customer Care.
7. Update staff records for new hires, leavers, moves, and other changes.
8. Implement system updates as required.

Critical KPIs

• Contribute to daily call targets, including abandonment rates and average speed of answer, through effective staffing utilization.
• Deliver reports on time to senior managers and team leaders, including daily forecast review, absence, adherence, and performance analysis.
• Focus on intraday scheduling adjustments.
• Maintain agent time-off groups and allowances aligned with payroll data.
• Analyze and adjust specialist schedules to impact service levels positively across different Customer Care fascias.

Key Skills & Experience

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

We value our colleagues’ dedication and offer benefits such as staff discounts on JD Group and other brands, along with personal development opportunities to learn and grow professionally.

• JD Sports - Head Office, 0001 Warehouse, ROCHDALE, Rochdale, United Kingdom