Scheduling Team Leader

Location: Nottingham (Hybrid)

Contract Type: Permanent, 35hrs per week Mon-Fri

We are excited to announce a new opportunity has arisen, for the role of Scheduling Team Leader within our Contact Centre Planning team.

Reporting to the Tactical Planning & Routing Manager, the role is responsible for the leadership, coaching and development for nine, Scheduling Resource Analysts.

Using effective communication with key stakeholders in the contact centre planning function, the role enables the business to meet its customer centric goals, through agreed scheduling solutions for circa. 2000 operational colleagues across the UK & EU.

Key Responsibilities:

• Manage the Scheduling Resource Analyst Team. Driving a positive culture and engaging workforce to deliver high performing results.
• Accountable for the timely delivery of operationally viable schedules within contact centres, in line with the planning cycle.
• Work as one team with resource planning peers to deliver excellent service, by regularly reviewing schedule outputs vs demand requirements.
• Feedback any FTE and demand concerns to the Strategic Planning team, to support Resource/Demand Forums and recruitment actions.
• Obtain and openly receive feedback from wider Planning and Operations, to support future schedule production.
• Support the effective management of the flexible working process to ensure we help and support our people and maintain business requirements, where possible.
• Ownership of Annual Leave quota management and Bank Holiday coverage management, outside of the normal processes.
• Verint WFM system advocacy and ownership, supplying inhouse upskilling and troubleshooting as required.
• Collaborate with colleagues across D&G, valuing the contribution of all roles and functions, to drive the success of Customer Contact and attainment, for Group targets and objectives.

Skills & Experience:

• Understanding of high-level Scheduling and Planning principles.
• Experience in both people management and scheduling desirable.
• Experience in utilising and managing WFM applications and integrations (Verint WFM or similar).
• Capacity Planning processes and data analytics.
• Excel to an advanced level with understanding of API configuration and processes (desirable).

Working for us, works for you:

• Annual leave – 25 days annual leave with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
  • Salary Finance – access to savings and borrowing through payroll
  • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
  • Travel Loans – interest free loans to help spread the cost of annual travel tickets
  • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.