We are currently looking to recruit a Real Time & Scheduling Analyst. Within this role you will be responsible for developing effective forecasting, scheduling and planning processes and will be providing excellent governance on real time /intraday performance to operational stakeholders. Demonstrating experience and ability within the end to end resource planning cycle within a contact centre (front office and back office).
The team covers business operating hours of Mon-Fri 8am-8pm, Sat 8am-6pm and Sun 8am-1pm. You’ll need to be able to work flexibly. Weekend/evening working will be on a rota basis. This is a hybrid role – with a mix of homeworking and working in Swindon Walnut Court. There will be some travelling to other Thames Water sites.
What you'll be doing as the Real Time & Scheduling Analyst
- Creating forecast models (Demand & Supply).
- Utilising historical data sets, trend analysis, resource planning processes and controls.
- Workload prioritisation and have excellent communication skills.
- You’ll also be responsible for assisting with the distribution of resource to ensure all workloads are handled within target/SLAs.
- You’ll need to be able to accurately report and review channel performance, productivity and shrinkage.
- You’ll be the central point of contact for all real-time related enquiries.
- Balancing service levels across all channels in accordance with business priorities.
- Deploying contingency/playbook resource and actions to ensure SLAs are achieved.
What you should bring to the role
- Exceptional experience within contact centre resource planning, including real time and scheduling methodologies (front and back office).
- An enthusiastic approach to owning the end to end resource planning processes to improve customer experience.
- Able to create and present forecast models and to analyse and present contact centre performance data.
- Exceptional stakeholder management, negotiation, influencing and relationship management abilities.
- Recruitment & Training Teams TD (Tames Digital) Teams.
- Advanced Contact Centre WFM knowledge (Verint Impact 360).
- Contact Centre telephony and back office workload tools (Amazon Connect/AWS/SAP)
- Excellent data analytics.
- Experience with EXCEL, Powerpoint, Power BI.
We would be particularly interested to hear from candidates that have used Verint to schedule
What’s in it for you?
- Competitive Salary
- Annual Leave - Grade B – 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
- Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
- Personal Medical Assessments – Open to all once a year
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment