Real Time Analyst - 2 year FTC

What you’ll be responsible for

To ensure that Customer Services is set up to meet the demand of customers through multiple contact channels including telephony, correspondence, web and email. You will analyse, monitor and react to real-time staffing levels and demand across our contact centres, to maximise efficiency and deliver consistent performance against our areas.

Your responsiblities will include:

• Prepare and publish agent schedules within Workforce Management ensuring that optimum service levels are achieved within Customer Services on a monthly, daily and intra-day basis in order to drive up service level consistency performance
• Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions
• Accurately logging all core and non-core activities including tracking system and process down time on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations 
• Work in conjunction with the Planning team to highlight trends and provide insight on daily performance to improve future planning accuracy
• Facilitate the allocation of in-day staffing and resource based on demand and business priorities in conjunction with middle management and a predefined “play-book” of contingency measures.  Support the operation with the management of routing profiles & monitoring of in-day adherence to schedules
• Provide reporting to Team Leaders and Middle Managers, offering performance insight and commentary to enable them to make timely decisions regarding resource
• Manage Annual Leave, Overtime & Shift Scheduling across multiple areas 
• Work with Planning team to ensure shift patterns meet the demand, giving a work life balance.
• Own, manage and maintain the Retail Adverse Weather protocols, including Bronze, Silver, and Advisor Standby. Including approval for Standby Overtime and point of contact for Retail Contact Centres, outside of normal office hours (08:00 – 18:00)
• Maintain the agent skill matrix and identify skill set shortages for short-term training requirements
• User administration of the AWS & WFM suite including processing of new starters, leavers & movers.
• Support the Contact Channels Technical Delivery Lead with simple interaction contact routing management and basic changes, for all contact channels with the AWS system
• Maintaining positive relationships with internal Customers and outsourced Vendors to ensure that joint goals are met

Who you’ll work with

•    Team Leaders
•    Middle Management
•    Project Teams
•    Retail Planning
•    Planning & Performance Manager

About you

Knowledge, Skills  Experience:

• Experience of Resource Planning and Intra-Day Demand Management
• Experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
• Experience of operating and maintaining WFM/WFO systems in particular AWS and NICE WFM
• Enthusiastic about putting our customers first every day
• Good knowledge of Excel is essential
• Proven track record of delivering effective Real time resource planning
• Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.
• Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.

Good to know

This is a 2 year Fixed Term Contract. For an informal discussion about this role, please contact: joe.roberts@dwrcymru.com

Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

 
•             Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
•             Option to buy additional annual leave up to 5 days per year
•             Enhanced employer pension contributions – Up to 11% employer contributions
•             Free Mortgage Brokering Services 
•             Enhanced family friendly policies
•             Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•             Gym and fitness discounts as well as high street shopping
•             Cycle to work scheme
•             Discount off all Welsh Water visitor attraction centres and gift shops
•             Car-leasing scheme and free on-site parking at all sites
•             Health CashBack scheme and access to an online GP service
•             An employee assistance programme for employees and their immediate family
•             Many more can be found here!  

 
 
Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment
 
 
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.
 
Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.