Scheduling Planner Hamilton, Scotland
Job description
At a glance:
The budgeted salary range for this role is set at £27,400- £41,000
2 Permanent positions available
This is a hybrid working role, therefore your time will primarily be split between working from home and the Hamilton contact centre. However, there will also be an expectation to visit other locations as the need arises.
About the role:
Working alongside our current partners within the contact centre your role as a Scheduling Planner is a vital role within the Partnership, and you will be responsible for effectively scheduling our Customer Care activity in line with agreed KPIs (both cost and service).
You will be responsible for creating and maintaining accurate robust high volumes (c1100) of schedules for Partners, from requirements set by the Forecasting Planner, across the pan-Partnership contact centre estate.
Key responsibilities:
You will play a critical role in influencing the intra-day performance of the contact centre operation and maintain a deep level of insight into how best to maintain service levels and will have a deep knowledge of the operating model across Customer Care to allow you to inform effective decision making.
You will take ownership to continuously review, evaluate and optimise the schedules within a constantly changing environment with changing priorities. You will take ownership of the requirement to balance both the needs of the business with the well being of our Partners in line with Working Time Directive parameters.
You will ensure schedules are fair and consistent for all Partners taking into account influences such as seasonal impact, key contact dates etc. This is a highly dynamic role and the outputs of your work are critical to ensuring that Partner well being, customer satisfaction and service levels are not negatively impacted.
Are you able to effectively design schedules for partners that balance business and Partner needs? Collaborate with Service Delivery Managers and Operational Leads to ensure that scheduling activity is successful.
We need you to capture and implement feedback from performance results and Partners to continuously improve schedules.
Essential skills you’ll need:
Experience in capacity planning and resource planning models.
Basic knowledge of Microsoft Excel / Google Sheets.
Experience of resource planning workforce management systems
Experience which demonstrates effective stakeholder management
Desirable skills you’ll have:
Experience of working in a sufficiently agile manner to reflect the changing demands that exist within a modern contact centre environment.
Experience which demonstrates the ability to engage, inspire and motivate through effective written and verbal communication
Good knowledge of working time directive and other relevant policies and regulations
Next Steps:
The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").
Once you've submitted an application the next steps of the process, if successful, are likely to include a 1 stage virtual interview (wk comm 11.09.23).
You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early
You can view a copy of the full job outline here Scheduling Planner JD
