The purpose of the role is to produce short/mid and long-term demand profile and schedules to match it in order to deliver to the agreed service targets across all areas of Sainsbury’s Argos by meeting the needs of our customers and optimising resource in line with strategic direction. Coaches and motivates the Scheduling Analysts and supports the Service Delivery and Planning manager with the day to day management of the Scheduling team.
What I need to do
Maximise the efficiency of available resource hours within Customer Management Centre to enable delivery of strategic objectives within the agreed budget.
Analyse, optimise, design and produce shift patterns ensuring our people are in the right place at the right time for our customers.
Validate forecast and shift match to achieve set business KPI.
Acquire data from source systems and produce/develop a range of scheduled and ad-hoc MI for a wider business audience, in a timely manner that are clear, accurate and easy to interpret.
Work with Project Teams on delivery of new initiatives.
Work closely with Real Time team to gain performance feedback that would influence the need for improvements within scheduling.
Motivate and coach the Scheduling Analysts to continually improve team’s ability to support the business.
Propose new and creative approaches to the Scheduling processes using WFM technology / Excel, ensuring ‘work/ life balance’ and ‘business requirement’ are fulfilled. Keep abreast with industry developments in terms of best practice and technology and forecasting and scheduling strategy
Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy, leveraging multi-variate and root cause analysis to extract insight to continuously improve the way we plan and operate.
What I need to know
Experience of operating within a Resource Planning team within a multi-site / multi-channel contact centre.
Ability to schedule using WFM and MS Excel.
Advanced knowledge and experience in using WFM solutions, preferably Verint V15 or NICE IEX.
Exceptional numerical reasoning, attention to detail and accuracy.
Experience of using advanced analytical and statistical methodologies and data visualisation techniques.
Challenges assumptions and demonstrates a capacity to think laterally.
Excellent customer service skills, understanding the needs of both internal and external customers