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Scheduling Analyst Job Description
To provide support, guidance and direction to Schedule Administrators, ensuring that local data relevant to the production and maintenance of efficient and effective schedules is proactively monitored and accurately maintained.
By working closely with Schedule Administrators, the Service Performance Centre and the Operational Management Team, facilitate the schedule/data analysis and management information requirements for key stakeholders.
1.1. To assist in the construction and configuration of the work force management tool so that it meets both local and national service delivery requirements
1.2. To complete measurement and analysis of key data to ensure that exceptions and trends are understood and proactively highlighted so as to aid decision making at a national and site level.
1.3. To contribute to the establishment and development of effective communication methods to support positive schedule management
1.4. To contribute to the design, development and production of management information reports which support components of the work force planning operation model and its associated processes.
1.5. To own and manage schedule processes, conducting relevant internal audits across the SPC
1.6. Maintain skill sets within symposium files, databases, data sources, definitions, etc to support core activities – in particular those relating to Workforce Planning to allow accurate and effective schedule production in line with forecasted demand per skill set.
Scheduling Analyst Job Description[cont]
3. Schedule Analysis/Performance Reporting
3.1. To produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated.
3.2. Assist in the production of performance management data, scorecards, dashboards, trackers
3.3. Contribute to the construction and improvement of information systems, new reports and data on COMPANY Direct systems with own area, through the use of report writing tools.
3.4. Involved in the design and development of performance data and toolkits to ensure performance data is visually presented in a way that makes understanding easier
2. Schedule Review/Management
2.1. To access and update the schedule in order to optimise the performance of the service. This will include the categorisation and prioritisation of requests and the manipulation and analysis of data to ensure the appropriate balance.
2.2. Produce roster shortfalls and identify and advise stakeholders to ensure that divisional management can source the additional hours as required to deliver the service
2.3. Establishing and maintaining effective communication with a wide range of people at various levels within the company and our customers and suppliers
Skills and Experience
Ability to demonstrate a high level of experience of information management including IT skills
Experience of working within capacity/scheduling or information area
Excellent analysis of information from a variety of sources which illustrate through use of text, graphics, charts and spreadsheet presentation of information in a succinct and comprehensive manner
Ability to work within a team and manage/prioritise workload effectively
Ability to assimilate and prioritise complex information and provide analysis to support schedule changes whilst adhering to service level targets
Utilise strong negotiation, persuasion and motivational skills coupled with diplomacy and tact as required to facilitate schedule management in line with service need.
Ability to work independently and as a team.
Ability to understand complex issues and interpret complex information requirements to aid problem solving
Excellent communication skills, both verbal and written.
Personal Qualities and Knowledge
Expert computer knowledge including the use of spreadsheets and databases
Ability to design, plan and deliver training on both processes and system use and tailor this training to varying audiences
Skills and Experience
Experience in the development of monitoring and reporting systems
Utilisation of information to develop acceptance of change and working to influence other regions to adopt new practices.
Personal Qualities and Knowledge
Thorough knowledge of call centre scheduling processes
Specialist knowledge of workforce management tools
Working knowledge of:-
• Crystal and Symposium reporting
• Business objects
Project management and ability to lead a project
Experience of working in the COMPANY/Public Sector and an understanding of the culture.
3.5. To input, store and disseminate information used in statistical or data analysis. And associated communication and documentation
3.6. To contribute to the development of training packages to ensure effective use of information to drive performance improvements.
3.7. Analysis of key data, to ensure that trends and exceptions, are analysed and highlighted in a proactive manner (clinical and operational)
3.8. Identifying, investigating and correcting data anomalies, provision of service information for stakeholders.
3.9. Assist in the accuracy reporting of capacity and scheduling data by the use of various tools and models (erlang c, real life data, simulation modelling)
4. Best Practice/Development
4.1. To ensure that, where appropriate, lessons are learnt to ensure the development of the workforce planning/scheduling process and tools. This will include the collation and management of feedback to and from staff within multiple sites.
4.2. To identify issues/risks associated with any element of the workforce planning cycle and its supporting data, and suggest appropriate improvement strategies to support these issues.
4.3. Provide an environment where colleagues can challenge existing processes and identity new ways of working that would be advantageous to the organisation.
4.4. Identifying own development needs in relation to current role, future plans and own personal development objectives in line with internal rotation development plan.