Job Ref: 213101720

Date: 2021-01-29 15:45:59

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An analytical individual who optimises resources and take actions to resolve or reduce the impact on service levels. In essence it’s to get the Right People in the Right Place at the Right Time with the Right Skills. This role would be required to advise Operations Managers and Heads of within the business and provide recommendations on Flexible working, Shift reviews and manage holiday utilisation. The role will provide a high degree of autonomy and is a great opportunity to work in a multi-channel team.

Key Responsibilities & Tasks:

* Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and optimise wastage/Influx.

* Liaise with the Demand Forecaster to ensure that all forecasted factors have been considered before the creation / optimisation of staffing schedules.

* Create long and medium term staffing schedules that are compliant as per working time directives; that adequately meet the challenges of matching forecasted factors with agreed service levels; that adequately meet the work/life balance requirements of our staff; and are available for staff a minimum of one month in advance.

* Produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated, and make or recommend changes, where appropriate, to meet the demand.

* Manage and process holiday requests in a fair and reasonable manner on behalf of staff. Maintain all records of holiday allowances. Schedule appropriate items such as meetings, training, 1-2-1 and other development time that meet the needs of our staff and our clients. Report employee metrics (overtime, offline, absence etc) to Scheduling Planning Manager.

* Responsible for the on boarding of new recruits into scheduling system. Liaise with Human Resources to ensure staffing schedules are available within an adequate time-frame for new recruits and other support departments, incl. Payroll to ensure accurate recording of paid and unpaid time of all staff.

* Configuration and Maintenance of WFM tool data like hierarchy, Shift patterns, schedule codes, manage access, Skills matrix etc.

* Scheduling of regular and recurring off phone activity to maintain service levels, making alternate recommendations when those activities would have impact on either staff or service.

* Work closely with the Operational Management team to help provide solutions to better fulfil resource planning customer needs, chairing weekly planning meeting

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