At ABTRAN we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth. We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.

Let us tell you more about this great opportunity:

• As a Scheduler you will be reporting into the Forecasting and Capacity Planning Manager.
• Your main role will be to produce accurate forecasting and capacity planning models along with accurate schedules that optimize staff availability and maintain Service Level goals.
• You will also collate, communicate and report on all activities for payroll and planning purposes in both our Cork and Sligo site.

How you will spend your day:

• Responsible for clearly understanding the client's business, their requirements and needs, adapting where necessary
• Assumes ownership of Scheduling and short/medium-term Forecasting for assigned books of business
• Carry out strategic resource planning tasks for short and mid-term planning purposes
• Conduct shrinkage analysis, capacity planning, business improvement through resource planning changes, leave planning, recruitment forecasting, "what if" scenario modelling
• Oversee the forecasting of call volumes, all staff group scheduling and operational optimisation
• Publication of staff schedules within agreed timeframes
• Review and optimize schedules on a week by week basis
• Transfer interval information to the client promptly.
• Manage all holiday requests and balances and reporting on same to the operations team and payroll.
• Meet with the operations team to discuss deviations and the impact of upcoming training events etc. on work schedules.
• Ensure payroll is completed to agreed timelines..
• Show a willingness to get involved in additional projects & tasks within the WFM remit.
• Proactively support the Forecasting and Capacity Planning Manager.
• Support colleagues and build the right culture.
• Find ways to do things better for yourself, the team, Abtran and the Client.

• 3+ years' experience within WFM in a contact center environment.
• Experience using a Workforce Management package for Scheduling and RTA, preferably IEX
• Expert-level knowledge of MS Office programs (specifically Word, Excel & PowerPoint)
• Proven analytical skills
• Accustomed to fast and changing needs of the business
• Skilled in researching, thinking critically, and exercising good judgment when answers aren't apparent
• Excellent attention to detail in all aspects of work undertaken
• Possess a planning mindset - organised and methodical.
• Available to work a varied shift pattern and be flexible around holiday periods.

Our ideal candidate:

• Worked in a WFM capacity in a multi-site or multi-client environment
• Thorough understanding of contact center reporting systems
• A motivated, reliable and enthusiastic thought leader
• Excellent problem solving and analytical skills
• Excellent time management & Prioritisation skills with the ability to use initiative and work unsupervised when required.
• Strong attention to detail and quality-focused
• Strong interpersonal skills