Scheduler - Just Eat Takeaway.com

Job content

Concentrix recruiting Schedulers for Just Eat Takeaway.com

Department: Customer Services

Reports to: Scheduling Lead

Location

Sunderland, North-East England

Salary: £28,000

Your contract of employment will be with Just Eat Takeaway.com

The Opportunity

Schedulers will use the available scheduling toolkit to create and evaluate schedule solutions that balance the needs of contact centre performance with agent engagement and attrition. You will also contribute to the schedule design and recruitment processes with insights drawn from your scheduling experience.

Schedulers will have responsibility for all WFM administrative and scheduling duties. This includes Schedule maintenance and creation, Intraday planning, reporting, agent maintenance on WFM systems, Annual Leave management and overall WFM tools/reporting maintenance. Work closely with Operations and Training teams to best plan intraday activities.

Key Responsibilities

• Strong Knowledge on Workforce Tools (e.g. Teleopti ideally butL IEX, EWFM, Blue Pumpkin, Genesys), schedule design and scheduling concepts
• Consult with Operations and Planning to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences
• Identify schedule/plan changes in relevant databases and escalate issues as
  

appropriate

• Assist in the wider planning and recruitment processes by providing advice based on schedule adherence, attrition and absence
• Managing the process & reviewing weekly with Recruitment. Updating the training report.
• Prepare reports for schedule and staffing analysis to be presented to Operations and planning teams
• Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
• Experience in a Call Centre or similar experience related to a solid understanding of production environment metrics such as Service Levels KPIs, AHT, Shrinkage, and FTE’s calculations
• Should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head /team, Training, Recruitment, Finance and other functions for all transactional and strategic requirements.
• Provide Operations Director/Managers with input on possible resolutions and
  

recommendations. Provide solutions to escalated issues and updates on SLA

concerns.

• Update and maintenance of WFM tools and reporting back to central teams
  

Required Skills

And Experience

Your Profile & Experience

• Previous Experience in similar role
• Proficient in resource scheduling/intraday management applications.
• Ability to multitask and meet timelines on deliverables
• Proven experience consulting with all levels of management, peers, and teams
• Proficient in Microsoft Office or Google Docs.
• Detail oriented
• Able to effectively balance planning needs with agent needs
• Good analytical, numerical and problem solving skills.
• Possess effective organizational skills and time management skills with the ability to multi task proficiently.
• Ability to respond quickly and logically in a fast-paced environment, making
  

accurate decisions under pressure.

• Strong team building and leadership skills, including strong logical thought
  

processes.

• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to extract, manipulate and present data from WFM application/manual
  

platform.

• Ability to re-prioritise, delegate and set expectations to internal customer
  

satisfaction.

• Ability to conduct a full root-cause analysis on operational performance, with
  

ability to turn findings into a robust improvement plan

• Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  

Department: Operations