[Hiring] Resource Scheduler @Birmingham City Council

Role Description

We’re looking for a highly organised and analytical Resource Scheduler to join our Contact Centre team. You’ll play a key role in ensuring we have the right people, in the right place, at the right time. Your work will directly support service levels, customer experience, and operational efficiency.

Key Responsibilities

• Create, manage, and optimise agent schedules to meet forecasted demand
• Collaborate with Team Leaders and Operations Managers to balance business needs with employee preferences
• Maintain workforce management systems and ensure data accuracy
• Support continuous improvement initiatives across the contact centre

Qualifications

• Experience in workforce management, resource planning, or contact centre operations
• Strong analytical skills with the ability to interpret data and identify trends
• Proficiency with WFM tools (e.g., Verint, NICE, Calabrio, or similar)
• Excellent communication and stakeholder management skills
• Highly organised, detail‑focused, and comfortable working in a fast‑paced environment
• A proactive problem-solver who enjoys optimising processes

Requirements

• Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting.
• Unfortunately, we cannot consider any applications without a CV attached.
• Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
• Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

Benefits

• Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
• We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
• We are a disability confident employer and we encourage applicants with disabilities to apply.
• We also welcome applications from people with caring responsibilities and flexible working options will be considered.