Scheduler - Workforce Planning – 9 months FTC

Scheduler - Workforce Planning – 9 months FTC

Haywards Heath
Closing date:
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Are you looking for your next challenge? We have a fantastic opportunity for a Scheduler to join our talented Operations Planning team in Haywards Heath, West Sussex.

With experience of working in a fast-paced call centre environment, you’ll need to ensure an effective match of staffing against customer demand and work priorities including accurate call distributions, staffing requirements, rotas and schedules for up to circa 200 FTE in line with operational budgets.
Job responsibilities
  • Generate a rolling schedule that gives a realistic view of predicted performance in terms of GOS, AHT,  and shrinkage against workload demands
  • Optimise schedules and reschedule when necessary to ensure the integrity of the schedules
  • Schedule all shrinkage activities at the most appropriate times to minimise the impact on the business and the customer
  • Interact and communicate with the Resource Manager and resource planners to ensure schedules reflect the most up to date planning assumptions and staffing headcount
  • Maintain and update the weekly hotspot report
  • Use accuracy of schedule measurements for continuous improvement, including
    making recommendations to improve scheduling efficiency and employee
  • Management of various mailboxes
  • Accountability for relevant team members’ annual leave, ensure working time regulations are met
 Skills, knowledge & experience
  • Knowledge of working in multi-skilled call centre environments
  • Experience of working in an administrative role
  • Experience of using a WFM system and telephony reporting
  • Prior exposure to, or has worked in a resource planning team
 What can we do for you? 

We believe we can offer you a great working environment as we're so passionate about
our people. Here are just some of teh benefits and perks that we offer
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • A day off for your birthday
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.


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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

Get your birthday off

We give you an extra day off to celebrate your special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.