Senior Scheduling Analyst

£25000 - £30000/annum Benefits
11 Jun 2017
11 Jul 2017
Contract Type
Full Time
Senior Scheduling Analyst

Darwen, BB3

£25k - £30k Depending on experience + benefits

About the role:

Do you have experience working within a contact centre scheduling role?

Do you have knowledge of WFM systems?

We are currently looking to recruit an experienced Senior Scheduling Analyst to join our TV Licensing Partnership working in Darwen, Lancashire. The Senior Scheduling Analyst role will be accountable for the production of staff schedules that optimises resource deployment to maximize operational performance. You will also be responsible for scheduling tools, ensuring adherence and policing of all policies and processes that affect the scheduling of staff.

About Capita | BBC TV Licensing:

The TVL Partnership works on behalf of one of the most respected and recognized brands in the World and is responsible for the administration of the TV Licence in the UK. We have over 25 million customers and collect over £3.7 billion every year.

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We provide first-class customer services for other organizations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. With more than 14,500 colleagues across 19 contact centres in the UK, India, Poland and South Africa, we manage customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill amongst others.

What you will do:

* Schedule Production - Administer the defined scheduling process by business area across TVL account
* Ensure a consistent scheduling process across each area and make recommendations on staff moves / recruitment requirements
* Schedule, analyse and report on all workload activities as per agreed assumptions, to optimise the back office availability & call handling performance
* Produce & manage gap analysis production and workforce optimisation by business team
* Deliver schedules 6-12 weeks in advance across the business teams, identifying gaps in the overall operating plan and providing recommendations to plug those gaps
* Work closely with the recruitment team to maintain appropriate staffing levels to handle forecast fluctuations.
* Working with the real time team optimise the workforce management tool for effective scheduling including : data maintenance, entry and reporting including but not limited to holidays, absences, team lists, shifts, and activities
* Ensure all systems and processes are aligned between the scheduling team and the real-time / operational teams
* Conduct "what if" scenario planning to optimise the schedules to provide input into strategic planning decisions

Your experience will include:

* A minimum of two years' experience within a scheduling role
* Ideally has experience of scheduling manually and from using a work force system. Experience with Impact 360 will be beneficial but all other types of software will be considered.
* Experience of innovation and continuous improvement.
* Strong communication and influencing skills.
* The ability to build relationships across departments.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next:

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

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If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check