Scheduler

                                                                        Call Centre Scheduler

Our rapidly expanding Call Centre in Stafford are looking to recruit a scheduler responsible for organising the 24 hour coverage of our out of hours call centre. We are looking for an individual with excellent analytical skills who has a proven track record scheduling within a call centre. The post holder will act as primary contact for software issues regarding WFM and scheduling along with conducting training on the WFM system. The candidate will need to utilise and improve the applications including incorporating the best practices based on the atmosphere and technical configuration.

Role & Responsibilities
•    Proactively recommend the training, Overtime, Voluntary off Time, based on the revision of scheduled global tests or IRP (Intraday reports on Performance).
•    Provide the necessary training, and associate coaching to ensure the company’s commitment towards quality.
•    Monitor and check out the current processes of scheduling and staffing.
•    Uncover the potential opportunities of improved efficiency that includes schedule rotation, operation hours.
•    To complete the staffing of agents for each individual contract based within 1 call centre.
•    Meet all operational commitments.
•    It will be very necessary to ensure that the entries are accurate and consistent.
•    Use WFM Segmentation properly and maintain the consistent and accurate shrinkage reports.
•    Reporting on telephony performance for contracts.
•    Prepare and maintain holiday patterns as well to ensure that holiday are effectively covered.

Core Skills & Competencies
•    Excellent computer skills and knowledge that includes proficiency in Excel and Word.
•    Exceptional analytical skills and should have proved analytical skills in a previous call centre.
•    Be a good communicator.
•    Previous experience with WFM preferably rotamaster.
•    Exceptional report building skills.
•    Have thorough and deep knowledge of Call Centre Reporting Systems.
•    Accustomed with fast and changing needs.

Qualifications & Experience
•    Experience in a call centre.
•    Having additional qualifications will prove to be an added and distinct advantage

This role is working between 09:00-17:00 Monday - Friday.
If you’re looking for a new and exciting opportunity we want to hear from you!

Please apply online today or contact Sarah on 01785 237823 or email sarah.turley@alliedhealthcare.com for more information.