Scheduling Specialist

• Manage short-term forecasts and create/publish co-worker schedules to achieve optimal service levels
• Plan and coordinate activities such as training, leave, and events, partnering with stakeholders to minimise operational impact
• Integrate co-worker preferences, availability and shift-swaps into schedules that support transparency and work/life balance
• Define and adjust shift activities based on short-term demand insights to ensure schedules remain accurate and relevant
• Manage major schedule adjustments for key events (e.g., Town Hall Meetings), balancing business and co-worker needs
• Lead regular capacity and forecast reviews with remote partners to ensure alignment and clarity
• Provide insights to Group D&C teams to enhance forecasting, planning, and intraday operations

• Broad expertise in workforce management within an omnichannel contact centre, including demand, capacity, scheduling, and intraday operations
• In-depth knowledge of scheduling practices and how they integrate with capacity planning and intraday management
• A personable, friendly approach and the ability to build strong working relationships with co-workers, team leaders, and managers
• Experience using WFM tools such as Verint and Dialog (Genesys) is highly desirable
• Strong multitasking abilities with a track record of meeting deadlines
• Solid analytical, numerical, and problem‑solving skills, with the ability to balance planning accuracy with operational needs
• Experience conducting root‑cause analysis and turning insights into actionable improvement plans
• High attention to detail, with a structured, organised, and focused working style
• Proficiency in Microsoft tools, particularly Excel and PowerPoint
• A strong understanding of demand calculation and its impact on workforce planning

Experience using WFM tools such as Verint and Dialog (Genesys) is highly desirable

• 5 weeks’ Paid Annual Leave
• Paid Parental Leave
• Family & Community Leave
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Free Co-worker parking
• Free benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)