Are you looking for an employer who is big on career development?
Do you enjoy communicating with various stakeholders?
Do you thrive on delivering on set SLAs/KPIs?
Do you want to provide the best customer service?
If yes, then read on...
We are now seeking an experienced Workforce Scheduling Controller, to join us on a permanent basis at our Redditch office.
Your new role will be within our Central Operations Planning team, where you'll be covering a multitude of clients. You'll receive work orders via various systems, you'll manage and schedule engineers through our scheduling system in accordance with the agreed set SLAs and KPIs. You'll be liaising between our field-based engineers and client premises ensuring you allocate the correct skilled engineer to attend to the job, considering the store requirements, engineers' location, and priority of the job through to availability.
You'll be a proactive and solution-focused individual, as you'll be handling various requirements which could be anything from dealing with a power cut which requires an engineer within 2 hours, to reactive maintenance work where you'll need to schedule an engineer within 720 hours or legislative work against critical KPI's
You'll already be used to working against set SLAs and KPIs, therefore, it is essential you are SLA/KPI driven with a passion to deliver and succeed. You'll be resilient, tenacious, and confident when dealing with Engineers, you'll be able to manage challenge and persuade with ease ensuring you are achieving the best solution for the customer.
Our ideal candidate would have extensive knowledge of scheduling and be able to work on their own initiative. You'd have excellent administrative and time management skills, gained within a fast-paced time-pressured environment with the ability to adapt to change quickly. You'd be an advocate for continuous improvement, looking for ways to simplify and improve processes/results to ensure the customer receives the best resolution.
Your key stakeholders will be all Field Operational Managers, Engineers, various clients, and Helpdesk colleagues. Your new team will consist of Schedulers, Senior Customer Support colleagues, Team Managers and Operations Managers.
You will be working up to 40 hours a week, with shifts ranging between the hours of 7am - 7pm with an average of one weekend shift required every four weeks. After completing probation and demonstrating a satisfactory level of performance, we offer the opportunity to work on our hybrid model (home/site-based).
For this role you could have this experience within any industry and sector but with an aptitude to learn quickly new processes within the Facilities Management world - What is key is that you are confident, have the experience and are adaptable to all technology solutions
In return, we would offer you:
To be considered for this position please submit your application via the 'apply' button.