Scheduling Manager

Role Purpose

Birmingham (WPS)

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

• 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

• Lead KPI reporting & performance analysis
• Monitor and improve operational performance
• Produce monthly client reports
• Analyse complaints & identify service improvements

• Deliver a customer-first service
• Strengthen relationships with clients & internal teams
• Attend and contribute to client meetings

• Manage:
  Scheduling teams;
  Daytime managers;
  Admin, KPI & complaints teams
• Drive team performance, engagement & development

• Ensure all work is planned safely
• Promote health, safety & wellbeing culture
• Monitor and support H&S compliance and reporting

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

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

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work.

As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at