Dependent on experience AXA- Global Healthcare are looking for a Scheduling Manager to join their Global Customer Service operation and ensure they deliver 24/7 customer service. You’ll ensure that Customer Service resource levels are maximised through efficient and effective resource management so that we are in the best possible position to handle Customer demand in the short, medium and long term– achieved through resource modelling and volume forecasting. At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, either at our Tunbridge Wells office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition. What you’ll be doing: Plan advanced daily staffing requirements to meet operational demand Ensuring 24/7 Operational activity meets customer demand whilst planning for absenteeism, meetings, training requirements, coaching sessions and all offline activity Calculate and forecast planned and unplanned shrinkage based on long- term and short-term trends Manage holiday planning, communicate and update holiday schedules ensuring no backlog occurs that may affect the operation Track and monitor activity that is a root cause of non-productive time Represent the Workforce Manager at collaborative meetings with partners to improve operational standards and performance Produce the Weekly Handover Report for the P&P Manager and SD Manager to review, and provide performance analysis data to Customer Service Provide a point of escalation for the business with any issues and support the operation during any major outage and testing Support CS Operations with all areas of Internal and external relationship management when required Engage with PAs and Team Managers and promote a harmonious operational environment Deliver other departmental activity related to Operations in an agile way, and as directed by the CS Operations Manager Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply. We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply. What you’ll bring: Proven record of volume analysis and seasonal profiling of contact volumes Knowledge of workforce management systems Experience in the use of workforce management tools Relationship management capabilities, internal and external Experience in data analysis and providing high level reports to support multiple areas Experience of coaching and training within the WFM remit Advocate of the workforce planning methodologies Able to be agile and flexible in the workplace Able to apply business awareness to decision making Proven track record of consistent role model behaviour As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. What we offer: At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Competitive annual salary Annual company & performance-based bonus Contributory pension scheme (up to 12% employer contributions) Life Assurance (up to 10 x annual salary) 25 days annual leave plus Bank Holidays Opportunity to buy up to 5 extra days leave or sell up to 5 days leave AXA employee discounts Gym benefits To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to ruth.tennantaxa-uk.co.uk. LI-Hybrid Who we are: Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.