Workforce Scheduler (WFM Specialist) – Amazon Connect

SSE PLC; Havant; Hybrid; GBP 36.000 - 43.000; Vollzeit

Benefits dieser Stelle

Private healthcare discounts

Gym memberships

Wellbeing support

Cycle to Work

Family leave benefits

Zusammenfassung

SSE PLC is hiring a Workforce Management Specialist to join the Business Improvement & Planning team. You will own scheduling across a 24/7 contact centre, working with the Lead WFM Planning Manager and Workforce Coordinators to ensure the right resources meet customer demand.

As we roll out Amazon Connect, you will establish best practices for scheduling, intraday management and operational planning, owning scheduling processes and guiding teams to balance demand, performance and regulatory

Qualifikationen

• Proven WFM experience in a contact centre environment.
• Strong scheduling, intraday management and resource planning.
• Experience with Amazon Connect scheduling is highly desirable.
• Knowledge of UK Working Time Regulations and multi-skilled environments.
• Ability to analyse adherence, conformance, occupancy and gaps to drive improvements.

Aufgaben

• Own and continuously improve workforce scheduling and intraday planning across multiple teams.
• Act as SME for Amazon Connect Scheduling and provide guidance and oversight.
• Develop optimized schedules balancing demand, service levels and compliance.
• Monitor real-time performance, analyse trends and mitigate risk.
• Collaborate with stakeholders to improve coverage, productivity and planning effectiveness.

Kenntnisse

Workforce management

Schedule optimization

Intraday planning

Data-driven decision making

UK regulatory knowledge

Tools

Amazon Connect

Jobbeschreibung

SSE PLC is hiring a Workforce Management Specialist to join the Business Improvement & Planning team. You will own scheduling across a 24/7 contact centre, working with the Lead WFM Planning Manager and Workforce Coordinators to ensure the right resources meet customer demand.

As we roll out Amazon Connect, you will establish best practices for scheduling, intraday management and operational planning, owning scheduling processes and guiding teams to balance demand, performance and regulatory