[Hiring] Resource Scheduling Specialist @M&G plc

Role Description

We are seeking a scheduling specialist to be responsible for owning the management of all scheduled resources utilizing tools and tactics to ensure that resources are maximized to deal with forecast customer demand and that shrinkage targets are not over-utilized.

Responsible for the short/medium part of the Resource Planning cycle, this role schedules all resources around expected customer demand. This includes:

• Breaks
• Lunches
• All offline time and processing time

Pro-actively manage all shrinkages by scheduling resource based on targets and availability. Update shrinkage reporting and share with Operations so that they can keep track of offline activity in line with their targets and measures.

You will collaborate with cross-functional teams to scope and review all scheduling requirements for new and existing colleagues, liaise with Strategic Planners and real-time management on the most effective way of deploying resource including balancing rotational shifts and work patterns.

Qualifications

• Experienced in resource scheduling, managing resources in line with Strategic forecast plans which will in turn support business needs within a contact centre or customer service environment.
• Strong analytical skills and attention to detail.
• Proficiency in WFM tools (e.g. Verint) and Excel.
• Ability to communicate clearly and influence stakeholders under pressure.
• Highly analytical and detail-oriented individual.
• Exceptional problem-solving skills and a natural curiosity to explore patterns and trends.
• Able to work independently, with a critical eye for detail, thriving in a dynamic environment and can effectively prioritise and manage multiple service areas simultaneously.

Requirements

• Scheduling and deploying resources across Customer Services in line with customer demand.
• Responsible for engaging with wider functions across various directorates, to educate and influence the impact that future planned activity has on Operational resources and the Operational customer journey.
• Utilising the workforce management solution to maximise resources and leveraging the technology for reporting against plan.
• Custodian of the workforce management solution that houses our colleague scheduling information, ensuring that it is maintained and up to date.
• Leading from the front, with demonstrable passion for driving operational improvement.
• Operational Engagement: Build a collaborative and challenging relationship with operational teams.
• Lessons Learned & Efficiency: Capture and analyse lessons learned from operational performance.

Benefits

• A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
• Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services.
• Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days.
• Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave.
• Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options.