Scheduling Resource Analyst

Domestic & General

Nottingham, United Kingdom
Base: £26,000 - £29,000 py; bonus/equity: not spec...
Hybrid
Resource planning and scheduling
Wfm systems (verint)
Acd platforms (genesys)
You’ll play a critical role in designing and managing agent schedules that balance customer demand with employee needs

Job Summary

  • You’ll play a critical role in designing and managing agent schedules that balance customer demand with employee needs.
  • Key responsibilities include preparing and publishing schedules, identifying coverage gaps, and supporting flexible working processes.
  • The company encourages personal and professional growth with internal mobility and leadership development programs, alongside benefits like a hybrid role and health cash plan.

Matching Summary

You’ll play a critical role in designing and managing agent schedules that balance customer demand with employee needs.

Salary

Base: £26,000 - £29,000 pa; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Resource planning and scheduling
  • WFM systems (Verint)
  • ACD platforms (Genesys)
  • Excel and Microsoft Office
  • Contact centre environment

Nice-to-have

  • Report writing
  • Managing meetings
  • Capacity planning principles
  • Shrinkage models
  • Multi-channel planning

Key Requirements

  • Experience in resource planning
  • Experience in scheduling
  • Contact centre environment experience
  • WFM systems knowledge
  • ACD platforms knowledge
  • Excel skills
  • Microsoft Office confidence
  • Attention to detail
  • Organisational skills
  • Ability to prioritise under pressure
  • Confident communicator
  • Strong influencing skills
  • Understanding of planning cycles
  • Understanding of working-time legislation
  • Understanding of flexible working principles

Work Rights

Not specified

Tailored Resume

Cover Letter