Job Description

The Workforce Scheduler plays a key role in supporting the Service teams to deliver exceptional service to our customers. Accountable for day-to-day resourcing and scheduling of the Service team members, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels. * With Visual Basic; MIS Reporting Background

Scheduling and Real Time Management

Produce schedules that best fit the predicted work arrival and flow patterns, created by factors
Make recommendations for recruitment to ensure staff numbers are adequate to meet expected demand
Coordinate the programming of training, coaching and other activities to ensure business objectives are achieved
Provide feedback on employee performance and areas for improvement
Produce work, productivity and resource requirements on the day, and at regular lead up intervals to assist in decision