We are currently working with Verisure to find a Scheduler to join their team in Newcastle.

This is a full-time position with the opportunity for a yearly bonus (paid quarterly based on performance targets specific to the role.)

What’s in it for you:

At Verisure, they value their team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat.

• Satisfy your cravings at their onsite coffee shop and canteen.

• Stay active with discounted gym and health club memberships.

• Access private healthcare and MediCash cash plan.

• Unlock a world of freebies and discounts with PerkBox.

• Earn rewards through their employee referral program.

• Enhanced maternity and paternity scheme.

• Enjoy discounts on alarm systems.

• Contribute to a greener lifestyle with the Cycle to Work Scheme.

As a Scheduler you will:

• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.

• Monitor real-time adherence to schedules and make necessary adjustments to optimise productivity.

• Collaborate with call centre managers and supervisors to identify and address staffing gaps and operational challenges.

• Develop and maintain effective communication channels with call centre agents, providing timely updates on schedules and any changes.

• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.

• Conduct regular evaluations of scheduling methodologies and workforce management processes, and to drive continuous improvement.

• Liaise with Forecasting owners to discuss call volumes and staffing requirements based on historical data, trends, and business needs.

• Analyse call centre data and provide insights to identify opportunities for improving operational efficiency and performance.

About you:

• Analytical and problem-solving skills, with the ability to interpret data and make sound decisions.

• Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment.

• Proficiency in using workforce management software and tools (preferably Genesys) to forecast call volumes and create schedules.

• Attention to detail and accuracy, with the ability to analyse data and identify patterns or trends.

• Excellent communication skills, both verbal and written.

• Ability to work collaboratively in a team environment and build strong relationships.

• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.

• Knowledge of call centre operations and industry-specific metrics (e.g, service level, average handle time, occupancy) is preferred.

• Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements.

Required qualifications:

• Experience as a Scheduler or in a similar role within a call centre environment.

• Proficient in using workforce management software and tools.

• Knowledge of call centre metrics and performance indicators.

• Excellent communication and interpersonal skills.

• Detail-oriented and highly organised.

If you are interested in this Scheduler role, click ‘apply now’ and a member of our team will be in touch!