Senior Scheduling Analyst

Why loveholidays?
We’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unmissable value for their next getaway.

Our trailblaze together culture is what drives our success, powered by our people and the way they work. Using progressive technology, we drive cutting-edge innovation and improve how our customers discover, book and experience their holidays. You’ll have the opportunity to accelerate your growth through meaningful challenges, new experiences and the freedom to shape your own path. You’ll create impact for our future by taking ownership, contributing to shared goals and helping shape what comes next, all as part of our enhanced international community of talented, collaborative and passionate teams.

The difference you’ll make

You’ll sit in the Workforce Planning team, reporting to the Head of Strategic Workforce Planning & Optimisation. Working with Operations, Business Process Outsourcing (BPO) partners, Training and Quality, you’ll create accurate, cost-effective schedules that balance customer demand, employee needs and development time. The team connects customer demand with operational capacity, helping the wider business make informed staffing decisions. By improving coverage, schedule accuracy and the use of available hours, you’ll support loveholidays in ensuring we provide excellent customer service while meeting our commercial performance objectives.

Workforce Planning is part out of our Customer Experience department, supporting the teams who engage daily with our travelers across a full range of services and channels in all our markets

This sits within our Business function, where customer understanding, supplier relationships and commercial judgement come together. By staying close to customer needs, market opportunities and commercial performance, Business teams help shape the loveholidays proposition and turn insight into better outcomes for customers, suppliers and the business.

Your day-to-day:

- Build, validate and publish schedules on time, using demand forecasts, skills and staffing requirements to optimise shifts, breaks and coverage, control costs and hand over risks to Operations and real-time teams.
- Coordinate BPO schedule delivery and shared work across sites and vendors, maintaining a consolidated view of coverage, challenging gaps and driving corrective action.
- With a customer-focussed mindset. partner with Training, Quality and Operations to schedule coaching, learning and other offline activities where capacity allows, meeting development needs while minimising customer impact.
- Manage leave allocation and tracking within agreed limits, reconcile records with the People Operations team, and keep employee skills, hours and working arrangements accurate in the Workforce Management (WFM) system.
- Amend task allocations within schedules in a flexible manner, and in conjunction with real time analysts, in response to incidents and issues that may otherwise impact on service outcomes
- Own WFM scheduling configuration and user support, troubleshoot issues, test changes and validate outputs, while maintaining clear guidance and improving processes.
- Use coverage and performance data to negotiate practical and innovative solutions with Operations, balancing service, cost and employee needs within workplace rules, policies and approval limits, while protecting employee information.
- The scope of work includes scheduling for up to 100 internal agents and their line managers across 4–8 business functions, and monitoring and coordinating schedule delivery and coverage across 2–3 BPO vendors, 3–6 sites and more than 500 vendor agents.

Your skillset:

- A thorough understanding of contact centre operations, with hands-on experience creating and maintaining contact centre schedules in a WFM platform, including configuration, troubleshooting and output validation. Calabrio experience is highly valued.
- Understanding of interval-level demand, staffing, service levels, shrinkage, occupancy and multi-skilled coverage, with sound judgement about service and cost trade-offs.
- Strong analytical skills and confident use of spreadsheets (eg Google Sheets or Excel) or equivalent tools to spot trends and/or performance gaps, reconcile data, assess coverage, identify opportunities and explain recommendations.
- Accountable, with high standards for your own work and that of others, showing attention to detail when handling employee and leave records, and in applying contractual working arrangements, shift and break rules consistently.
- Action-focussed, with strong organisation and ownership, and the ability to meet schedule publication deadlines and manage competing priorities across teams, sites or partners.
- Clear communication, negotiation and stakeholder management skills, including having a growth mindset and the confidence to challenge requests constructively, escalate risks and support WFM users as we strive to work better than yesterday.
- You are collaborative and inclusive, sharing your expertise, collaborating with others to get the

The interview journey:

- Intro with a member of the Talent Acquisition team - 30 mins
- 1st stage with Hiring Manager - 45 mins
- Final stage with key stakeholder/s including an analytical competence activity, in office - 1 hour

Perks of joining us:

- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Ability to buy and sell annual leave
- Access to our electric vehicle salary sacrifice scheme
- Cycle to work scheme, season ticket loan and eye care vouchers
 
Our commitment to inclusion

At loveholidays, we focus on creating an inclusive environment where everyone can contribute, grow and succeed. We value the different perspectives, experiences and ideas each person brings, because they help us work better together, challenge our thinking and make stronger decisions.

As we continue to grow and evolve, we want everyone to feel supported and able to do their best work. We’re also committed to making our hiring process accessible, so please let our Talent Acquisition team know if you need any adjustments at any stage.