Real Time Analyst
Do you have a background in Resource Planning? Are you engaging? Are you interested in delivering exceptional Customer Service? We'd love to hear from you.
We're looking for a Real Time Analyst to join us and play a crucial role in our Resource Planning department where you'll provide data analysis and insight working closely with the Central Planning team to produce accurate and effective schedules to the Customer department. This role will be key in covering a core function within a typical Contact Centre Planning Resource Cycle, representing real time opportunities, processes and opinions to ensure that an aligned and best practice cycle of service is achieved have it be forecasting or scheduling.
Having good experience of working in analytical problem solving, data trend analysis and data translation is key, you will also need excellent PC and Microsoft Office skills. You will have evidenced experience of working as an effective and respected member of a Capacity/Resource Planning team, with a strong focus on customer service. You'll need to be a driven and motivated individual with a right first time' attitude - focusing on the quality of outputs.
As a company we have targeted to become 'The most trusted water Company by 2020', this role will play an instrumental role in helping us achieve this.
In order to succeed in this role it is expected that you will have:
- Previous experience of working within a contact centre planning team.
- Excellent knowledge and experience of workforce Management Systems preferably NICE IEX
- Worked in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
Severn Trent benefits include:
- Upto GBP24,500 (depending on experience)
- Fantastic Pension scheme (Business contributes double)
- 25 days' holiday plus 8 bank holidays, with the option to buy or sell up to 5 additional days per year
Full range of Flexible benefits such as:
o SMART water - save money on your bills
o Private medical insurance
o Dental Insurance
This is a shift working role incorporating day shifts and twilight shifts ranging from 07:00am to 21:00pm, you will work one weekend in every five.
Severn Trent is located in the heart of Coventry. We are only a 10 minute walk from the Coventry train station and a 5 minute walk from nearby bus stations making your commute journey very easy and accessible.
Who are we?
We're a FTSE 100 water company, serving 8.1million people across the Midlands and into north and mid-Wales. Our customers, and the communities that we live and work in, are at the heart of everything we do and we're proud to be building a lasting water legacy.
Our vision is to be the most trusted water company by 2020, delivering an outstanding customer experience, the best value service and environmental leadership. And we'll achieve that by putting our customers at the heart of everything we do, driving operational excellence and continuous innovation, investing responsibly for sustainable growth, changing the market for the better and creating an awesome place to work.
We want our people to be part of an organisation that celebrates diversity and individual thinking as we believe a diverse and inclusive workforce is important for success. We seek to ensure that every employee and every application we receive, without exception, is treated equally and fairly.