As a Scheduling Manager in our Workforce Management (WFM) team, you will lead a group of 5-8 schedulers managing routines across 6-9 countries. Your role is pivotal in creating efficient, accurate schedules that balance operational goals. Collaborating with the Global Scheduling Lead and partnering with Planning and Intraday teams, you will ensure alignment across functions while serving as a key escalation point for complex challenges.
In this position, you will refine scheduling practices, develop mid-term forecast models, and generate actionable insights from data. By simplifying processes, driving automation, and fostering continuous improvement, you will optimize scheduling accuracy and enhance service levels. Your work will ensure smooth operations, enabling our teams to meet organizational and customer needs effectively.
Your Mission:
- Work with your countries and Regional counterparts to optimise our service delivery for our customers no matter where they are
- Grow and level up your team, supporting their development through the WFM Career map and beyond
- Set the scheduling strategy for the upcoming 3 months and work with our internal, shared services and outsourced teams to deliver this
- Build scalable scheduling routines, identify and highlight replication opportunities for global consistency
- Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times
- Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being
- Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times)
- Co-own quarterly OKR target-setting with your fellow leads
- Build smaller-scale forecasts to support exceptional events, such as incidents
- You’re experienced as a people lead - you have at least 1 years of experience leading teams and/or 1 year in a WFM role.
- You’ll have created schedules in a contact centre environment in your prior roles
- You have a strong understanding of WFM. You have experience in forecasting (including knowledge of different forecasting models), capacity planning, scheduling and real-time management.
- You’re an independent problem solver. You’re able to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
- You’re a self-starter - you have a proven track record of taking ownership and creatively solving problems, while improving efficiency.
- You feel confident in stakeholder management - you’re able to connect and maintain relationships with various internal teams.
- You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances.
- You are strategic and data driven - you think strategically and are able to translate strategy into operational plans, you analyse and interpret data. You have worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced!
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!
We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!
If you have any further questions about the position before submitting an application, you can turn to:
Laura Ilioaea - Talent Acquisition Partner
[email protected]
Please note that we do not accept applications coming in via email. Please submit your application in English via our career page.
