Scheduling Resource Analyst

Scheduling Resource Analyst
Location: Flexible / Hybrid working available
Contract Type: Permanent

Closing Date: Tuesday 20th May

At Domestic & General, we know that delivering a great customer experience starts with having the right people in the right place at the right time. That’s where our Planning team comes in – and right now, we’re looking for a Scheduling Resource Analyst to help shape the way we manage our front-line resource.

The Role

As a Scheduling Resource Analyst, you’ll play a critical role in designing and managing agent schedules that balance customer demand with employee needs. You’ll work closely with operational leaders to forecast staffing requirements, plan offline activities and support the delivery of long-term scheduling strategies – all while keeping a sharp eye on accuracy, efficiency and employee experience.

Key responsibilities:

• Preparing and publishing schedules for front-line teams, ensuring alignment with customer demand and operational needs

• Proactively identifying gaps or variances in coverage and working with stakeholders to resolve them

• Ensuring all activity – including meetings, training, and holidays – is reflected in schedules in a timely manner

• Supporting the shift review and flexible working processes to meet evolving business needs

• Handing over schedules to the Realtime team and highlighting areas of pressure or opportunity

• Playing a key role in the annual peak planning process

• Building strong relationships across Operations and Planning to support a one-team approach

• Maintaining accuracy of schedules and contributing to continuous improvement across the Planning cycle

To be successful in this role, you’ll need the following:

• Experience in resource planning and scheduling within a contact centre environment

• Strong understanding of WFM systems (ideally Verint) and ACD platforms (such as Genesys)

• Excellent Excel skills and confidence with Microsoft Office

• Attention to detail, organisational skills and the ability to prioritise under pressure

• Confident communicator with strong influencing skills

• A solid understanding of planning cycles, working-time legislation and flexible working principles

• A proactive, solutions-focused mindset and a desire to deliver great results

Desirable:

• Experience of report writing and managing meetings

• PPF qualifications or knowledge of capacity planning principles

• Knowledge of shrinkage models and multi-channel planning

Working for us, works for you

• Comprehensive training with clearly defined career progression opportunities

• Annual leave – 33 days annual leave (including bank holidays) 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.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.