Scheduling Manager

Role Purpose

Lead the planning & scheduling function, ensuring efficient coordination of workforce and delivery of high-quality, customer-focused services. Oversee call centre operations, performance management, and continuous improvement, driving operational excellence across all contracts.

Location

Birmingham (WPS)

Key Responsibilities

• Operations
  • Manage planning & scheduling of direct labour and supply chain
  • Oversee daytime call centre operations
  • Ensure compliance with company policies & Operating Framework
  • Drive continuous improvement across services
• Performance & Reporting
  • Lead KPI reporting & performance analysis
  • Monitor and improve operational performance
  • Produce monthly client reportsAnalyse complaints & identify service improvements
• Customer & Stakeholder Management
  • Deliver a customer-first service
  • Strengthen relationships with clients & internal teams
  • Attend and contribute to client meetings
• People Leadership
  • Manage scheduling teams, daytime managers, admin, KPI & complaints teams
  • Drive team performance, engagement & development
• Health, Safety & Compliance
  • Ensure all work is planned safely
  • Promote health, safety & wellbeing culture
  • Monitor and support H&S compliance and reporting

Skills & Experience

• Experience in planning, scheduling, or operations
• Strong data analysis & KPI management skills
• Confident with Excel, Word & Outlook
• Excellent organisation & prioritisation
• Strong communication & stakeholder management skills
• Background in maintenance/property services (desirable)

Success Indicators

• Efficient workforce scheduling
• Improved KPI performance
• High customer satisfaction
• Engaged, high-performing teams

Background Checks

Applicants will undergo a Standard Disclosure and Barring Service (DBS) check at offer stage. Criminal convictions will be assessed on an individual basis.

Equal Opportunity Statement

We do not discriminate based on a criminal record or any personal characteristics, and we are a Disability Confident Leader offering reasonable adjustments and interview accommodations for disabled applicants.

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