WFM Schedule Analyst

TN United Kingdom; Rochdale; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a WFM Schedule Analyst to enhance the efficiency of their Customer Care contact centre. This role involves administering the workforce management system, optimizing schedules, and producing insightful reports to drive operational performance. The ideal candidate will have a strong background in scheduling with WFM software and advanced Excel skills. Join a dynamic team focused on improving service delivery and achieving critical KPIs in a fast-paced environment. If you are passionate about workforce management and ready to make an impact, this is the perfect opportunity for you.

Qualifications

• Minimum one year’s experience scheduling with a WFM software solution.
• Advanced proficiency in Excel for data analysis and reporting.

Responsibilities

• Administer and optimize WFM system and schedules for Customer Care.
• Produce reports to interpret operational performance and optimize staffing.

Skills

WFM Software Scheduling

Excel

Call Management Systems

Call Centre Workflow Knowledge

Job description

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

Key Accountabilities:

1. Acts as subject matter expert for assigned WFM functions (scheduling, workforce performance, and compliance reporting).
2. Part of the team that manages the workforce management system, maintaining accurate staff records and producing business-focused schedules.
3. Produces reports to interpret operational performance, including workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.
4. Partners with contact centre management to optimize WFM functions, considering demand forecasts and schedules.
5. Supports management in monitoring agent adherence to schedules, breaks, and exceptions, providing reports and recommendations.
6. Supports future customer care service delivery improvement initiatives.
7. Updates staff records (hiring, leavers, moves, updates) as required.
8. Updates system configurations as needed.

Critical KPIs: Contribute to daily call targets such as abandonment rate and average speed of answer through correct staffing utilization.

• Deliver reports on time to senior managers and team managers, including:
  1. Daily Forecast Review
  2. Daily Absence Report
  3. Daily Adherence Report
  4. Daily Performance Analysis

Focus on intraday scheduling. Maintain agents' time-off groups and allowances in line with payroll data. Conduct analysis and adjust schedules to impact service levels for each Fascia in Customer Care. Key Skills & Experience:

• Minimum one year’s experience scheduling with a WFM software solution, with administrator-level system maintenance skills.
• Advanced proficiency in Excel.
• Functional knowledge of call management systems.
• Knowledge of call centre agent workflow/routing is preferred.