WFM Schedule Analyst

WFM Schedule Analyst

Line Manager                                  Workforce Planning Manager

Direct Reports                                 No

Primary Objective                         The WFM Schedule Analyst will be responsible for administrating and optimising the WFM system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.

Key Accountabilities                      Acts as subject matter expert for assigned WFM functions (scheduling,

Workforce performance and compliance reporting).

Part of the team that are the primary administrators of the workforce management system, with responsibility for maintaining accurate staff records and production of business focused schedules.

Produces reports designed to interpret Operations performance including, but not limited to, data relating to workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.

Partner with contact centre management personnel to optimize the WFM function within the Customer Care environment, including the impact of demand forecasts and schedules.

Supports contact centre management in their monitoring of agent adherence to schedules, breaks and exceptions, providing reports and making recommendations to contact centre management and Workforce Planning Manager.

Plays a key role and supports all future Customer Care service delivery improvement initiatives.

Updates as required for staff Management (New Hires, Leavers, Moves, Updates)

Updates as required for system Updates

Critical KPI’s                                    Contribute to daily call targets of abandonment and average speed of answer, achieved consistently by way of correct staffing utilisation.

                                                          Reporting delivered on time to senior manager and contact centre team managers to include but not limited to:

• Daily Forecast Review
• Daily Absence Report
• Daily Adherence Report
• Daily Performance Analysis (for previous day)

Focus on intraday scheduling.

Maintain agents time off groups and allowances to match the company payroll master file.

Conduct analysis on and make adjustments to specialist schedules and  be aware of how it impacts service level performance for each Fascia in Customer Care.

Key Skills & Experience                Minimum one years’ experience scheduling with a WFM software solution with the ability to build and maintain the system at an administrator level.

Advanced level proficiency in Excel.

Functional knowledge of call management system(s).

Functional knowledge of Call Centre agent workflow/routing preferred.

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