Start Date ASAP, Remote available You’ll be part of a team that forecasts, schedules, reacts in real time & produces reporting and analysis for your stakeholders. You will provide the relevant support and direction to agents, Team Managers and Managers within the business to ensure that we meet our strategic business objectives such as Customer Service KPIs, Monet Performance Targets, and so on. You will also help to configure and maintain our systems as necessary to enable our stakeholders to perform their duties, You’ll drive performance using our WFM systems in all business areas, whilst leveraging real time reporting to make key decisions to meet customer demand. This includes optimising the rotas to ensure KPI goals are being achieved across departments, whilst also identifying the requirement for shift changes, overtime and additional support from the rest of the business. Key Systems: Monet Vonage MiPerform Salesforce (incl. Dataloader) Clockify About You We’re looking for an individual who is comfortable managing their own workload, but can also work well in our wider team. You’ll work closely with the stakeholders, providing support and insight. For example, producing weekly, monthly and ad hoc reports and presenting findings to influence decisions made by management to improve service. You’ll manage rotas and produce reports through Monet, our workforce optimisation system. You’ll also be responsible for the day to day management of the telephony system, Vonage. Requests, through a ticketed system, consist of creating licenses, changing phone lines, resetting passwords, managing agent leave requests and lots more. You’ll ensure we stay on top of requests as well as certifying we have the right number of people using the system at one time. Work under a fast-paced environment Ability to communicate with different stakeholders within the management team Ability to derive and communicate conclusions and recommendations from your analytical results High level of attention to detail Control the daily tactical plan, identify in advance any potential issues and offer solutions to mitigate concerns Receptive to feedback and acts accordingly Flexible and adaptable approach to work High level of numeracy, accuracy and problem-solving ability Proven computer literacy including Microsoft Office packages Excellent time management and personal organisational skills Ability to work with minimal supervision Communication and organisational skills are key for this role, you’ll be ‘managing upwards’ to ensure that management are informed about issues before they escalate and can intervene and influence decisions by providing the data as appropriate. You’ll require a high level of emotional intelligence to be able to have difficult conversations with all levels of the business. All training will be carried out on the job. You’ll also carry out any other ad-hoc duties as requested by Team Leader or Manager. About Us What's in it for you Healthcare plan, life assurance and generous pension contribution Volunteering day Hybrid working Various company discounts (including shops, days out and events) Holiday of 25 days (plus bank holidays) & ability to buy/sell days Cycle to work scheme, car pooling and onsite parking available As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025 Flexibility statement The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment. Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind. Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy. We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass. We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests. Ecotricity is an equal opportunities employer and is committed to providing equality for all.