Scheduling Analyst - Contact Centre WFM

£28000 - £33000 per annum, Benefits: Remote Working, Gym Membership, Vitality Healthcare,
Remote work
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.
Are you an ambitious contact centre Scheduler seeking an exciting opportunity with an innovative business?
Would you like to work with a market leading and award-winning organisation which supports growth and diversity?
We are delighted to be supporting a sizeable and very well-known multi-brand Insurer as they seek to recruit a group of Scheduling and Planning Analysts to join their growing Resource Planning team. They can offer office based (Northampton), hybrid or fully remote positions within this fast-paced, multi-channel contact centre.
The successful Scheduler will be competent in accurately building and maintaining daily, weekly, and monthly contact centre schedules, ensuring resource is correctly allocated to meet the demands of the business. Through reporting and data analysis, you use your skills and experience to identify opportunities to ensure the team continues to deliver outstanding customer service in line with the expected service levels.
To be considered for this role you must:
  • Have previous contact centre scheduling or planning experience.
  • Be confident in supporting the mid-term scheduling of a large, multi-channel contact centre operation.
  • Be able to produce detailed analysis on future plans to meet business demands.
  • Know the value of strong analytical and problem-solving skills.
  • Minimise risks and impact using data analysis and reporting.
  • Ideally have experience of IEX (WFM), although consideration will be given to experience of other WFM platforms.
The successful Scheduling and Planning Analysis will:
  • Be able to work under pressure within a fast-pace, multi-channel contact centre.
  • Have excellent interpersonal skills and be able to communicate to various stakeholders.
  • Possess the ability to thrive within a dynamic and fast-paced environment.
  • Be flexible to work equally well within a team or independent setting as required.
  • Have an inclusive and collaborative mentality.
The contact centre is operational from 8am to 8pm, however, you will only be required to work core business hours between 9am to 5pm.
Apply today to be considered for this exciting role as a Scheduling and Planning Analyst. This is a fantastic opportunity to join an innovative organisation which offers an open and inclusive workplace, encouraging people to create and share ideas. For more information, contact Tim Campion on 0208 989 7779 or email
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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