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Senior Scheduling Analyst
loveholidays. Build, validate and publish schedules on time using demand forecasts, skills and staffing requirements .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management (WFM) scheduling, including configuration, troubleshooting, and output validation, while effectively managing contact centre operations and collaborating with various stakeholders. Strong analytical skills and attention to detail are essential for optimizing schedules and ensuring compliance with contractual arrangements.
Highest-signal resume keywords
WFM Scheduling ConfigurationCalabrio ExperienceAnalytical SkillsGoogle Sheets or Excel ProficiencyContact Centre Operations Understanding
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
WFM SchedulingSchedule PublicationData AnalysisLeave Allocation ManagementShift OptimizationPerformance Data UtilizationConfiguration TroubleshootingOutput ValidationEmployee Skills ManagementContractual Compliance
Soft Skills
Clear CommunicationNegotiation SkillsStakeholder ManagementOrganizational SkillsCollaborative Approach
Tools & Technologies
WFM PlatformCalabrioGoogle SheetsExcel
Industry Keywords
Contact Centre OperationsBPO SchedulingService LevelsOccupancyMulti-Skilled Coverage
About the role
Key responsibilities & impact- Build, validate and publish schedules on time using demand forecasts, skills and staffing requirements
- Optimise shifts, breaks and coverage, control costs and hand over risks to Operations and real-time teams
- Coordinate BPO schedule delivery and shared work across sites and vendors
- Maintain a consolidated view of coverage, challenge gaps and drive corrective action
- Partner with Training, Quality and Operations to schedule coaching, learning and other offline activities
- Manage leave allocation and tracking within agreed limits
- Reconcile leave records with People Operations
- Maintain accurate employee skills, hours and working arrangements in the WFM system
- Amend task allocations in response to incidents and issues affecting service outcomes
- Own WFM scheduling configuration and user support
- Troubleshoot issues, test changes and validate outputs
- Maintain clear guidance and improve processes
- Use coverage and performance data to negotiate practical solutions balancing service, cost and employee needs
- Protect employee information
- Schedule for up to 100 internal agents and line managers across 4–8 business functions
- Monitor and coordinate schedule delivery and coverage across 2–3 BPO vendors, 3–6 sites and more than 500 vendor agents
- Report to the Head of Strategic Workforce Planning & Optimisation
- Collaborate with Operations, BPO partners, Training and Quality
Requirements
What you’ll need- Thorough understanding of contact centre operations
- Hands-on experience creating and maintaining contact centre schedules in a WFM platform, including configuration, troubleshooting and output validation
- Calabrio experience highly valued
- Understanding of interval-level demand, staffing, service levels, shrinkage, occupancy and multi-skilled coverage
- Strong analytical skills
- Confident use of spreadsheets such as Google Sheets or Excel, or equivalent tools
- Attention to detail when handling employee and leave records and applying contractual working arrangements, shift and break rules
- Strong organisation and ownership, with ability to meet schedule publication deadlines and manage competing priorities
- Clear communication, negotiation and stakeholder management skills
- Ability to challenge requests constructively, escalate risks and support WFM users
- Collaborative and inclusive approach
Benefits
Comp & perks- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum plus 8 public holidays, increasing by 1 day every second year of service up to a maximum of 30 days per annum
- Ability to buy and sell annual leave
- Electric vehicle salary sacrifice scheme
- Cycle to work scheme
- Season ticket loan
- Eye care vouchers
- Inclusive and accessible hiring process with interview adjustments available