Real Time Scheduling Analyst

Lancashire, England
£18000 - £21000 per annum + Plus company benefits
18 Sep 2018
16 Oct 2018
Lisa Harding
Job function
Full Time
Contract Type
Award- winning Travel Company based in Lancashire are seeking a Real Time Scheduling Analyst. Working in a team of three this varied role will see you have responsibilities across all disciplines of Resource and Planning, including Forecasting, Scheduling and MI. Being at the heart of the business operation you will be on hand to ensure optimum service levels are achieved at all times, across all departments. Hours of work are Monday to Sunday, between the hours of 08.30 -22.00 on a rota basis.

Job Description:
*Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
*Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
*Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
*Reporting performance to management, to enable them to make timely decisions about planned off line activities and outages
*Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
*Manage advisor skill groups and balance resources to achieve target KPI's
*Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels
*Help to identify skill set shortages for short-term training requirements
*Maintaining positive relationships with all departments to ensure that joint goals are met
*Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI's are achieved
*Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs.
*Updates and maintains scheduling database with current information

Experience Required:
The ideal candidate must have previous experience within a similar role. We are seeking someone with an analytic mind-set, excellent organisational skills and a natural relationship builder.

The role comes with a competitive salary of between £18,000 - 21,000 which will be dependent on experience, along with company benefits.

If you feel this role is the role for you please call Lisa on 0161 9236120, email your CV to or simply click 'apply'

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