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We are currently working with Verisure to find a Scheduler to join their team in Newcastle.
This is a full-time position with the opportunity for a yearly bonus (paid quarterly based on performance targets specific to the role.)
Whats in it for you:
At Verisure, they value their team members and offer a comprehensive benefits package to enhance your experience:
Enjoy your birthday off as a special treat.
Satisfy your cravings at their onsite coffee shop and canteen.
Stay active with discounted gym and health club memberships.
Access private healthcare and MediCash cash plan.
Unlock a world of freebies and discounts with PerkBox.
Earn rewards through their employee referral program.
Enhanced maternity and paternity scheme.
Enjoy discounts on alarm systems.
Contribute to a greener lifestyle with the Cycle to Work Scheme.
As a Scheduler you will:
Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
Monitor real-time adherence to schedules and make necessary adjustments to optimise productivity.
Collaborate with call centre managers and supervisors to identify and address staffing gaps and operational challenges.
Develop and maintain effective communication channels with call centre agents, providing timely updates on schedules and any changes.
Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
Conduct regular evaluations of scheduling methodologies and workforce management processes, and to drive continuous improvement.
Liaise with Forecasting owners to discuss call volumes and staffing requirements based on historical data, trends, and business needs.
Analyse call centre data and provide insights to identify opportunities for improving operational efficiency and performance.
About you:
Analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment.
Proficiency in using workforce management software and tools (preferably Genesys) to forecast call volumes and create schedules.
Attention to detail and accuracy, with the ability to analyse data and identify patterns or trends.
Excellent communication skills, both verbal and written.
Ability to work collaboratively in a team environment and build strong relationships.
Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
Knowledge of call centre operations and industry-specific metrics (e.g, service level, average handle time, occupancy) is preferred.
Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements.
Required qualifications:
Experience as a Scheduler or in a similar role within a call centre environment.
Proficient in using workforce management software and tools.
Knowledge of call centre metrics and performance indicators.
Excellent communication and interpersonal skills.
Detail-oriented and highly organised.
If you are interested in this Scheduler role, click apply now and a member of our team will be in touch!
