Real Time & Scheduling Analyst

at  Thames Water Utilites

We are currently looking for 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 WILL 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/SLA’s.
• 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 SLA’s 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.