We are currently working with Verisure to find a Scheduler to join their team in Newcastle.
This is a full-time position with the opportunity for a yearly bonus (paid quarterly based on performance targets specific to the role.)
What’s in it for you:
At Verisure, they value their team members and offer a comprehensive benefits package to enhance your experience:
• Enjoy your birthday off as a special treat.
• Satisfy your cravings at their onsite coffee shop and canteen.
• Stay active with discounted gym and health club memberships.
• Access private healthcare and MediCash cash plan.
• Unlock a world of freebies and discounts with PerkBox.
• Earn rewards through their employee referral program.
• Enhanced maternity and paternity scheme.
• Enjoy discounts on alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work Scheme.
As a Scheduler you will:
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments to optimise productivity.
• Collaborate with call centre managers and supervisors to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with call centre agents, providing timely updates on schedules and any changes.
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
• Conduct regular evaluations of scheduling methodologies and workforce management processes, and to drive continuous improvement.
• Liaise with Forecasting owners to discuss call volumes and staffing requirements based on historical data, trends, and business needs.
• Analyse call centre data and provide insights to identify opportunities for improving operational efficiency and performance.
About you:
• Analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
• Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment.
• Proficiency in using workforce management software and tools (preferably Genesys) to forecast call volumes and create schedules.
• Attention to detail and accuracy, with the ability to analyse data and identify patterns or trends.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in a team environment and build strong relationships.
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
• Knowledge of call centre operations and industry-specific metrics (e.g, service level, average handle time, occupancy) is preferred.
• Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements.
Required qualifications:
• Experience as a Scheduler or in a similar role within a call centre environment.
• Proficient in using workforce management software and tools.
• Knowledge of call centre metrics and performance indicators.
• Excellent communication and interpersonal skills.
• Detail-oriented and highly organised.
If you are interested in this Scheduler role, click ‘apply now’ and a member of our team will be in touch!
