Senior Scheduling Analyst - Maternity Cover (12 Month)

• Build, validate and publish schedules on time, using demand forecasts, skills and staffing requirements to optimise shifts, breaks and coverage, control costs and hand over risks to Operations and real-time teams.

• Coordinate BPO schedule delivery and shared work across sites and vendors, maintaining a consolidated view of coverage, challenging gaps and driving corrective action.

• With a customer-focussed mindset. partner with Training, Quality and Operations to schedule coaching, learning and other offline activities where capacity allows, meeting development needs while minimising customer impact.

• Manage leave allocation and tracking within agreed limits, reconcile records with the People Operations team, and keep employee skills, hours and working arrangements accurate in the Workforce Management (WFM) system.

• Amend task allocations within schedules in a flexible manner, and in conjunction with real time analysts, in response to incidents and issues that may otherwise impact on service outcomes

• Own WFM scheduling configuration and user support, troubleshoot issues, test changes and validate outputs, while maintaining clear guidance and improving processes.

• Use coverage and performance data to negotiate practical and innovative solutions with Operations, balancing service, cost and employee needs within workplace rules, policies and approval limits, while protecting employee information.

• The scope of work includes scheduling for up to 100 internal agents and their line managers across 4–8 business functions, and monitoring and coordinating schedule delivery and coverage across 2–3 BPO vendors, 3–6 sites and more than 500 vendor agents.
  

• A thorough understanding of contact centre operations, with hands-on experience creating and maintaining contact centre schedules in a WFM platform, including configuration, troubleshooting and output validation. Calabrio experience is highly valued.

• Understanding of interval-level demand, staffing, service levels, shrinkage, occupancy and multi-skilled coverage, with sound judgement about service and cost trade-offs.

• Strong analytical skills and confident use of spreadsheets (eg Google Sheets or Excel) or equivalent tools to spot trends and/or performance gaps, reconcile data, assess coverage, identify opportunities and explain recommendations.

• Accountable, with high standards for your own work and that of others, showing attention to detail when handling employee and leave records, and in applying contractual working arrangements, shift and break rules consistently.

• Action-focussed, with strong organisation and ownership, and the ability to meet schedule publication deadlines and manage competing priorities across teams, sites or partners.

• Clear communication, negotiation and stakeholder management skills, including having a growth mindset and the confidence to challenge requests constructively, escalate risks and support WFM users as we strive to work better than yesterday.

• You are collaborative and inclusive, sharing your expertise, collaborating with others to get the

1. Intro with a member of the Talent Acquisition team - 30 mins

2. 1st stage with Hiring Manager - 45 mins

3. Final stage with key stakeholder/s including an analytical competence activity, in office - 1 hour
   

At loveholidays, we focus on creating an inclusive environment where everyone can contribute, grow and succeed. We value the different perspectives, experiences and ideas each person brings, because they help us work better together, challenge our thinking and make stronger decisions.

As we continue to grow and evolve, we want everyone to feel supported and able to do their best work. We’re also committed to making our hiring process accessible, so please let our Talent Acquisition team know if you need any adjustments at any stage.