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.
1. Creating forecast models. (Demand & Supply)
2. Utilising historical data sets, trend analysis, resource planning processes and controls.
3. Workload prioritisation and have excellent communication skills.
4. You’ll also be responsible for assisting with the distribution of resource to ensure all workloads are handled within target/SLA’s.
5. You’ll need to be able to accurately report and review channel performance, productivity and shrinkage.
6. You’ll be the central point of contact for all real time related enquiries.
7. Balancing service levels across all channels in accordance with busine...