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