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Operational Scheduling Manager


4 years planning experience in forecasting and scheduling

Experience in leading a team, ability to mentor and coach effectively

Experience in developing and implementing new methodologies driving understanding through the business

IEX/ WFM experience

Excel – Advanced level

Avaya/CCM client or similar

Database interrogation skills an advantage


High analytical skills able to identify key trends and impact assess changing variables

Lead Resource Planning Analysts/Specialists in the management of CSR schedules – ensuring planned activities and other off phone events are reflected accurately in WFM

Engage relevant support teams (comms, HR) to ensure that all upcoming events that could impact performance have been included in WFM – so that tactical plans are optimal

Provide meaningful insight into the nature of requests into the planning team – and what we can learn about the level of understanding of planning processes amongst operational stakeholders

Work collaboratively with Atlanta planning colleagues, maintaining consolidated planning approach in conjunction with the Atlanta Planning Target Operating Model

Develop and nurture positive and productive relationships with key stakeholders across all support areas

Use analytical skills to identify upcoming performance challenges, ensuring that these are communicated to relevant stakeholders.


Proactive approach to problem solving

Timely and accurate production of work

Ability to work on own initiative

Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls.

Able to positively influence direct line reports, planning colleagues and operational managers

Ability to work under pressure

Ability to work to tight deadlines

High level of enthusiasm


Creative thinker

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