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Contract Full Time
8 days ago

Schedulers will use the available scheduling toolkit to create and evaluate schedule solutions that balance the needs of contact centre performance with agent engagement and attrition. You will also contribute to the schedule design and recruitment processes with insights drawn from your scheduling experience.

Schedulers will have responsibility for all WFM administrative and scheduling duties. This includes Schedule maintenance and creation, Intraday planning, reporting, agent maintenance on WFM systems, Annual Leave management and overall WFM tools/reporting maintenance. Work closely with Operations and Training teams to best plan intraday activities.


Key Responsibilities

  • Strong Knowledge on Workforce Tools (e.g. Teleopti ideally butL IEX, EWFM, Blue Pumpkin, Genesys), schedule design and scheduling concepts
  • Consult with Operations and Planning to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences
  • Identify schedule/plan changes in relevant databases and escalate issues as appropriate
  • Assist in the wider planning and recruitment processes by providing advice based on schedule adherence, attrition and absence
  • Managing the process & reviewing weekly with Recruitment. Updating the training report.
  • Prepare reports for schedule and staffing analysis to be presented to Operations and planning teams
  • Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
  • Experience in a Call Centre or similar experience related to a solid understanding of production environment metrics such as Service Levels KPIs, AHT, Shrinkage, and FTE’s calculations
  • Should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head / team, Training, Recruitment, Finance and other functions for all transactional and strategic requirements.
  • Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on SLA concerns.
  • Update and maintenance of WFM tools and reporting back to central teams


Your Profile & Experience

  • Previous Experience in similar role
  • Proficient in resource scheduling/intraday management applications.
  • Ability to multitask and meet timelines on deliverables
  • Proven experience consulting with all levels of management, peers, and teams
  • Proficient in Microsoft Office or Google Docs.
  • Detail oriented
  • Able to effectively balance planning needs with agent needs
  • Good analytical, numerical and problem solving skills.
  • Possess effective organizational skills and time management skills with the ability to multi task proficiently.
  • Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
  • Strong team building and leadership skills, including strong logical thought processes.
  • Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
  • Ability to extract, manipulate and present data from WFM application/manual platform.
  • Ability to re-prioritise, delegate and set expectations to internal customer satisfaction.
  • Ability to conduct a full root-cause analysis on operational performance, with ability to turn findings into a robust improvement plan
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds


Why work at Just Eat


Just Eat is a le ading global online food delivery marketplace headquartered in Amsterdam and listed on the London Stock Exchange.


We've built our business on having the widest choice available on our platform – connecting millions of customers with over 205,000 restaurants across 24 countries - with over 100 different cuisines from local independents to globally famous restaurants, available to order via our app and website.


We provide the platform and tools to help independent restaurants move online and reach a significantly broader customer base – to generate increased orders and grow their businesses. We also provide the insights, advice, and support our growing community needs to satisfy customers and help raise standards across a vibrant takeaway sector.


We’re built to deliver behind the scenes too. To make Just Eat the great company it is, it takes a great team of people. Which is why all of our colleagues are welcomed into a diverse and inclusive workplace where they feel they can belong. We're passionate about nurturing our people and offer a full programme of training and support to our employees – helping them to develop their careers in a way that suits them.


No matter who you are, what you look like, who you love, where you are from, religious beliefs or takeaway preferences you could find your place at Just Eat We’re a diverse and inclusive workplace that promotes a sense of belonging, allowing all of our people to bring their most colourful and complex selves to work every day.


Required skills and experience


Just Eat is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, colour, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.


Just Eat is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at for assistance.

Salary Details*
Salary Type Normal Wages
Base Salary $0
Superannuation 9.5%
Bonus offered No
Total Package $0
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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