Scheduling Analyst
Salary: 20k - 25k plus Benefits and bonuses |
Date: 15-12-2009
Location: Essex |
Job Ref: SA/EX
JOB TITLE:Scheduling Analyst
REPORTS TO:Planning & Quality Performance Manager
LOCATION:Colchester
PURPOSE:
To schedule agents to work in line with forecasted call patterns to ensure an acceptable grade of service.
KEY RESPONSIBILITIES:
Schedule agents across the Contact Centre in line with predicted call volumes, agents’ contracted hours and prevailing legislation. The job holder may also be required to take into account, though not necessarily act upon, an agent’s preferred working pattern, dependant upon prevailing company guidelines.
Approve and schedule periods when agents are not required or not expected to be answer calls – such as annual leave and meeting requests, as well as scheduling breaks and training.
Explain with clarity the reasons behind their decisions and report back on the their effectiveness.
To identify variations to predicted call patterns as and when they occur and to take pre-emptive measures to resolve any over or understaffing that might occur as a result.
To liaise with Forecasting to ensure that existing resource is deployed effectively to meet projected volumes.
To monitor Real Time Adherence and to report these results to the Team Managers and Supervisors.
OPERATING ENVIRONMENT
Working within “Contact Centre Scheduling” – primarily an area with responsibility for ensuring that agent and teams’ scheduled hours within the Contact Centres are in line with forecasted call volumes to ensure as high a Grade of Service as possible.
RELATIONSHIPS:
Reporting into the Planning & Quality Performance Manager, part of the Planning & Quality Performance department. The Planning & Quality Performance Manager will be responsible for the general setting and reviewing of the jobholder’s individual objectives.
Good relations are required with all levels of staff within the Contact
KNOWLEDGE & EXPERIENCE:
Experience of call delivery systems, such as Symposium.
Good knowledge of Contact Centre procedures to enable effective scheduling of work-related activity
Excellent communication skills
The job holder is responsible for the day-to-day management and administration of a number of systems and so needs to be accurate and have good attention to detail, as well as being able to adapt quickly and learn new technologies
Ability to manage a number of tasks and prioritise workloads effectively, with the capability to work on own initiative
Able to foster good, working relations with staff who may not work on the same site as them
Experience of producing management reports
JOB CHALLENGES:
Ability to schedule agents and agent activity in a multi-site environment where staff contracts and working practices may not necessarily be the same. The job holder needs therefore to be able to communicate effectively and retain information.
The jobholder also needs to be able to deal with conflicting demands and be able to prioritise them in line with both company guidelines and staff needs.
Contact: Paul Buckland
Email: paul@careerpathuk.com
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