Scheduling Analyst

Thames Water
£26000 - £31000 per annum
14 Apr 2017
14 May 2017
Contract Type
Full Time
An exciting opportunity has arisen for an experienced Scheduling Analyst to join our team in Swindon, Wiltshire.

The Scheduling Analyst provides specialist workforce management skills, which include short term planning, scheduling of customer service agents and optimising within Customer Service for both in-house and outsource partners. You will own and manage the customer service agent development budgets, supporting the delivery of improved customer service while ensuring optimum use of hours to ensure OPEX challenges are met. The vacancy will also involve owning the agent time off process for the Contact Centre, applying company policies and guidelines as appropriate and ensuring the delivery of productive hours to the Contact Centre in line with the Long Term Plan.

This is an excellent chance for a savvy Scheduling Analyst to lead a great team from the front at the UKs largest water and wastewater company. This is a fantastic opportunity for you to substantially increase your professional profile by interacting with all areas that sit under the customer service umbrella. You will have a direct impact on our customer service scores by ensuring that abandoned calls are kept to a minimum, that work is completed within timescale and customer satisfaction scores are increased to an optimum level.

The role of the Scheduling Analyst will involve:
" Maintaining a 12 month Agent Development Hours Budget within agreed variances from our long term targets.
" Engaging with the Contact Centre and wider business to ensure delivery of Agent Development while maintaining a 12 week delivery plan.
" Creating and maintaining agent schedules for a minimum of 8 rolling weeks, showing achievement of inbound contact service levels and completion of Back Office work outstanding within agreed thresholds.
" Delivering and handing off a weekly plan to the Real Time Analysts, ensuring they understand the basis of the plan and the deliverables expected.
" Creating, owning and communicating new initiatives for improving current processes/performance in order to become a "best in class" planning function.
" Managing the Time Off process for the Contact Centre within agreed variances from Long Term Plan assumptions.

What skills are we looking for?
The successful candidate will have a high attention to detail and a strong analytical background with relevant business or technical experience.

You will ideally have experience of using contact centre workforce optimisation software, ideally Verint Impact 360, Unify Telephony platform and Verint Call Recording.

You will need to possess good communication skills and have an assertive nature with the ability to challenge colleagues to deliver an exceptional service for our external customers whilst balancing the needs of our internal customers. You should also have the ability to mentor others and transfer analysis skills to others. A good level of IT skills is essential, including Excel and PowerPoint due to the nature of the role.

Information & Salary
This role is based in Swindon, Wiltshire. We are offering a salary of up to £31,000, depending on skills and experience. The hours will be 36 per week over a 7 day period between the hours of 8am to 8pm
In addition to this we have a range of benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days. Please note you will be required to be flexible with your working hours.

Closing Date: The closing date for applications is 27th April 2017