Real Time Scheduling Manager

What you’ll be responsible for

• Providing effective and accurate resource planning and scheduling for multi-channel business areas to ensure adequate staffing levels across Retail to achieve business goals and KPIs. Using specialist applications such as Nice WFM/WFO tools and familiar with Excel modelling
• Identifying issues impacting operational performance, working with relevant stakeholders such as ITS to invoke mitigating actions as well as longer term recommendations to improve the efficiency and effectiveness of services.  Lead on Real-Time system incident management for Retail
• Co-ordinate response to unplanned issues such as operational incidents and large scale IT systems issues – providing operational support in relation to staffing changes, standby plans, co-ordination of messaging and comms including IVR suite
• To be able to provide insights in order to optimise performance across the business that aligns front and back office to deliver effective and efficient customer service
• Influencing key senior stakeholders across the business
• Developing and presenting meaningful business insight from detailed performance data & providing and presenting accurate, timely and informative performance reports to support the operation providing analysis of trends and key drivers of results
• Overseeing the development of bespoke short term planning/scheduling models in addition to the Workforce Management Platform to ensure that departments can achieve their KPIs in the most cost-effective manner
• Owning the Retail Standby Rotas, ensuring that they are published 12 months in advance, and any required changes are made and there is always a full contingent of available standby resources
• Managing the overtime accrual process & holiday management process for all Retail frontline agents
• Managing the Retail Absence Reporting process, working in conjunction with HR to ensure the necessary policies and procedures are followed
• Providing leadership and undertaking line management responsibility in line with company management practices to maximise employee engagement and positive behaviours.
• Undertaking any other duties as required to meet the needs of the business.
  
  

Who you’ll work with

Internal

•    Planning & Performance Manager
•    Retail Middle Managers
•    Heads of Service
•    Team Leaders
•    ITS Service Management

External
•    Retail BPO Outsource Team
•    Planning Forum

About you

• Proven track record of building positive working relationships with senior stakeholders and seen as a highly credible representative of the business
• Experience in a fast paced, target driven, regulated environment where successful performance is critical to the overall company objectives  
• Extensive experience working within multi-channel Resource Planning teams
• Experience in managing & customising Workforce Management platforms (Nice WFM/AWS Connect desirable)
• Able to remain impartial; considers the circumstances and is empathetic, reasonable and fair; identifies areas of customer vulnerability and takes appropriate action in their decision making for the best outcome
• Excellent communication skills, both verbal and written.
• Problem solving skills; has the ability to find options and solutions to overcome issues that arise
• Be able to influence stakeholders at all levels
• Well organised and able to manage workloads to meet deadlines and changing priorities
• Able to work under pressure and make decisions within a Real Time environment, knowing when to escalate and make the right decision for our customers
  
  

Good to know

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.