Scheduling Analyst

RAC

Bristol

GBP 25,000 - 35,000

Job description

About The Role

RAC have an opportunity for a well organised individual to join the Sales Operations Scheduling Team in Bradley Stoke as a Scheduling Analyst on a 6 month Fixed Term Contract.

You'll be working closely with the Scheduling Manager to produce schedules for all Inbound, Outbound and Back Office staff ensuring teams are fit to deliver Service Level at optimum efficiency.

Monday-Friday 09:00-17:00

What you'll do...

Produce schedules for all FTE to deliver the best Service Level within agreed timescales
- Utilise WFM to schedule resource against latest forecasts to achieve Service level goals
- Ensure periods of risk are flagged with proposed mitigating actions (overtime etc)
- Ensure schedules are published within agreed timescales
- Plan for realistic trends in shrinkage or AHT to give most accurate view of SL performance
- Ensure all required off phone activity is tracked and scheduled – with any impacts clearly articulated
Optimise schedules where possible after publishing to meet changes in demand/trend
- Work closely with Strategic forecasters Real Time Analysts to pick up on issues/activity that might affect resource hours
- Develop good relationships with agents and TL’s to help flex staffing hours where required
- Flex operational shrinkage to protect SL (coaching/121/holiday/breaks)
Provide clear analysis and commentary to explain why performance was not achieved with precise, factual commentary and mitigating actions/learnings
- Fully analyse performance for day and highlight drivers that caused performance to be missed
- Clearly articulate rationale behind decisions taken and impact on performance
- Measure schedule fit where applicable to show effectiveness of schedule
- Continually review and analyse published schedules looking for ways to improve
- Maximise utilisation and minimise idle time
- Ensure outsource partners are used as effectively as possible maximising efficiency
Maintain accurate headcount tracking across all areas and all relevant requirements
- Ensure all staff database/WFM systems are updated with latest joiners/movers and leavers with changes clearly tracked
- Ensure contract types are tracked and any deadlines are monitored and flagged to TL’s (FTC exp dates, leave dates, temps >12 weeks etc)
- Manage and report on agent holiday ensuring managed through the year and TL’s agents are aware of allowance and booking appropriately

What you'll need...

Highly numerate with strong problem solving and analytical skills
Working with WFM systems/scheduling
Strong relationship building skills
Understanding of call centre planning best practice
Well organised
Works well as part of a team
Strong communication skills

Benefits and rewards:

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewardingyouin return. As well as a competitive salary, you’ll have all these extra benefits:

Eligibility to join our bonus scheme
Holidays - 25 + bank holidays
Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
Family leave support including paid time off, flexibility and resources to help balance work and family commitments
Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household
Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options
FREE RAC Ultimate Complete Breakdown Service from Day One
Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more

When you join us you will automatically be opted into ourColleague Share Scheme, called‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

Ready to take the next step in your career? Together we are all#OrangeHeroes.Be a part of our journey. Apply today!

We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.