Resource Scheduler

Lloyd recruitment services are working with a reputable business in the Crawley area who are currently in search of a Resource Scheduler to join their team on a full-time permanent basis. 

Purpose of job: 

The role of the Resource Scheduler is to work as part of the Resources Team, who take ownership and responsibility for staffing levels and service level performance. 

The Resource Planning Analyst shall be involved in forecasting for demand and ensuring staffing matches demand through careful planning; and taking action to ensure KPIs are met; and providing key MI data to stakeholders across the business to show performance against KPIs. 

What’s in it for you?

• Salary of £28,000 - £29,500 DOE plus excellent company benefits


• Mixture of office working and WFH


• Monday to Friday – 35 hour week


• 25 days holiday plus bank holidays on top


• Opportunity to purchase or sell up to 5 days holiday per year


• Company Pension


• Life Assurance


• Private Health Scheme


• Discounted Gym membership


• Discount of Company products and merchandise


• Childcare and Eye Care Voucher Scheme 

Duties of the Resource Scheduler 

• Monitor agent activity and address non-adherence in real time, to ensure the smooth running of the customer service team


• Monitor and respond to real-time call volumes, taking action to assist with hot spots where required


• Two-way communication with key stakeholders at all levels of the business, providing accurate and friendly responses to all resources related enquiries; and providing performance updates and insights


• Pull together and analyse relevant data from a number of sources, to accurately forecast future customer call volumes, making sure to highlight any challenges or opportunities identified


• Create & maintain individual and departmental performance reports


• Make amendments and additions to the scripting for the telephony system where required


• To work together as a team to ensure the Resource area has sufficient cover to work efficiently


• Plan and schedule resources within the customer service team to ensure correct cover on all channels, as well as pulling together plans for any briefings or group coaching sessions etc

Essential skills & experience required:

• Previous experience of resource planning within a busy call centre environment


• Good communication skills, both verbal and written 


• Strong attention to detail and able to work with speed and accuracy


• Ability to analyse complex data effectively - often from multiple sources 


• A good working knowledge of PC skills: Outlook,  e- mail and diary management, Word and Excel or the G Suite equivalents


• Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required


• Resourceful, working well under own initiative and taking responsibility for assigned work and accountability for own actions

Extra Information:

• Refer a friend and earn a retail voucher worth up to £500! Full details can be found on our website.


• Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.


• By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.