Scheduling Planner

Job Description

Job Description

Title: Scheduling Planner 
Location: Wrexham 
Starting salary: £29,000

Why work with us:

At Moneypenny, we’re all about amazing people and innovative technology. As one of the UK’s most respected and fast-growing companies, we’ve built a culture where talented, passionate individuals thrive. We’re a tech-focused, people-first business, and that shows in everything we do – from the market-leading solutions we build to the way we treat our people.

We’re driven by our mission to make every interaction count, and our values – be positive, be brave, be curious, be kind – are at the heart of our culture.

What we do:

We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (who’s still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.

Working closely with the Workforce Head of Operational Planning– your job is to create scheduling plans to achieve the optimum outcome for service levels based on the forecasted workload. Your passion for ensuring that we have the right people in at the right time and the right place, means you can deliver consistent planning methodology so that service level targets are consistently achieved.

Key Responsibilities:

•Use Calabrio to optimise schedules across the business to ensure service levels are met. Continually ensuring data integrity within Calabrio.

•Take a proactive approach, making recommendations for handling over and understaffing situations. ​

•Maintain constant communication with the Operations team to coordinate staffing adjustments. ​

•Focus on FTE’s by delivering regular performance vs capacity analysis monitoring team changes and highlighting any risk​ balancing workflow

•Monitoring inboxes and dealing with any requests promptly.

•Maintain annual leave approvals and other ad-hoc leave requests within agreed service levels.​

•Be a part of driving continual change working with the WFOM on forecast and schedules to identify continual improvements​.

•Deliver the Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)​

•Proactively monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance​

•Monitors Calabrio; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.)​

About you:

•You will learn a lot of things on this team which are very confidential, so discretion is key, along with accuracy of inputting information.

-2 years min. previous experience in a call centre or service led environment

•You will have strong planning and organisational skills with attention to detail. You need to be super organised as you have a lot of different jobs to do, and the ability to prioritise is essential.

•Ability to work under pressure and manage competing priorities. You will have good written communications skills and the confidence and resilience to say no nicely to people.

•Strong knowledge of Moneypenny and WFM management systems. 

•Proficient with Microsoft Office Suite or related software 

•Have the capability to handle ambiguity and make decisions with limited information

What’s included:

• Permanent contract
• 25 days annual leave, plus bank holidays
• Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
• Access to our wellbeing room to help enhance your physical and mental wellbeing
• Access to a 24/7 doctor line
• Subsidised meals
• Free on-site gym access
• And did we mention our epic parties? We know how to celebrate in style!