Senior Scheduling Analyst - Maternity Cover (12 Month)

The role

You will build, validate and publish staff schedules for contact centre agents and coordinate schedule delivery with outsourcing partners. You will balance customer demand, employee needs and training time, and manage leave and WFM system settings.

What you will do

• Build, validate and publish schedules on time using demand forecasts, skills and staffing requirements.
• Coordinate schedule delivery and shared work across sites and BPO vendors, and challenge coverage gaps.
• Partner with Training, Quality and Operations to schedule coaching and learning where capacity allows.
• Manage leave allocation and tracking, reconcile records with People Operations, and keep employee skills and hours accurate in the WFM system.
• Amend task allocations in response to incidents, working with real-time analysts.
• Own WFM scheduling configuration, user support and troubleshooting.
• Use coverage and performance data to negotiate solutions with Operations within workplace rules.
• Schedule up to 100 internal agents and monitor coverage across 2 to 3 BPO vendors, 3 to 6 sites and more than 500 vendor agents.

Required qualifications

• Thorough understanding of contact centre operations.
• Hands-on experience creating and maintaining contact centre schedules in a WFM platform, including configuration, troubleshooting and output validation.
• Understanding of interval-level demand, staffing, service levels, shrinkage, occupancy and multi-skilled coverage.
• Strong analytical skills and confident use of spreadsheets (such as Google Sheets or Excel).
• Attention to detail with employee and leave records and contractual working arrangements.
• Strong organisation and ability to meet schedule publication deadlines.
• Clear communication, negotiation and stakeholder management skills.

Nice to have

• Calabrio experience.

Benefits

• Company pension contributions at 5%.
• Individualised training budget.
• Discounted holidays for you, your family and friends.
• 25 days of holidays plus 8 public holidays, rising by 1 day every second year of service up to 30 days.
• Ability to buy and sell annual leave.
• Electric vehicle salary sacrifice scheme.
• Cycle to work scheme, season ticket loan and eye care vouchers.

Before you apply

• Interview process: intro with Talent Acquisition (30 mins), a stage with the Hiring Manager (45 mins), and a final in-office stage with stakeholders (1 hour) including an analytical activity.

About the company

loveholidays aims to open the world to everyone, offering customers choice, ease and value for their holidays. The Workforce Planning team sits within the Customer Experience department and the Business function.