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Date Added: Sat 17/10/2020

Workforce Management Analyst - Real Time & Optimisation

Redhill, UK
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Company: SES WATER

Job Type: Permanent, FullTime

Salary: Up to £29,000

Workforce Management Analyst - Real Time & Optimisation Redhill, Surrey If you’re an ambitious contact centre professional with experience of workforce management (WFM) systems, this is an amazing opportunity to join a growing business offering great progression prospects.
About us: Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient.
Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology.
Water plays a role in all our lives.
It’s an essential service and one that we are proud to deliver to our customers and communities.
We don’t just want to be proud of what we do, we also want to celebrate how we do it.
We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital.
We aren’t just recruiting for experience - potential, fit and values are fundamental to building and developing our team.
We want you to develop, grow and succeed and enjoy working at SES.
SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.
With a rich history dating back to the mid-19th century, we began by supplying water to individual parishes before merging and expanding throughout the next 150 years until today.
We now maintain over 2,000 miles of water mains and manage eight treatment works, 23 pumping stations and 31 reservoirs and water towers.
Why you should join our team: This is an amazing opportunity to develop an exciting career as part of a friendly, self-motivated team.
It’s a great time to join us, as we are implementing brand-new systems and processes.
In this newly created role, you will have the chance to help make a real impact on our business and customer journey.
We are passionate about learning and development and will provide you with all the support you need to succeed in your role.
You will be given plenty of direction during your training, which will be on-the-job and structured.
What’s more, this role has plenty of progression opportunities if you show potential.
You will have the chance to take on additional responsibility and oversee multiple departments or advance into one of the sister companies under the SES Water umbrella.
The role: - Salary of up to £29,000 per annum DOE - Potential home working options - Up to 10% employer contribution towards Aviva's Group Personal Pension Plan - Free on-site parking or in local area - Working hours: hours per week (with some flexibility with start and finish times) As a Workforce Management Analyst, you’ll help to provide a great customer and employee experience by optimising resources and delivering real-time management to our Customer Contact Agents.
Reporting to the Workforce Management & Planning Manager, you will oversee a floor of Customer Contact Agents on a day-to-day basis, ensuring adherence is maintained and flowing customer contact centre ideologies are followed.
You’ll liaise with the Operations and Workforce Management Teams to co-ordinate staffing adjustments based on current and forecasted results.
You will also: - Use planned/forecasted staffing requirements to create optimal schedules - Analyse current performance and conduct real-time forecasting to adjust staffing plans - Assist with customer service campaigns when required - Provide daily performance reports to leadership About you: At SES Water, we recruit based on potential, values and fit, rather than just experience and qualifications.
We’re seeking a Workforce Management Analyst with: - Excellent communication skills - A positive outlook and can-do attitude - The ability to handle objections in a calm, diplomatic manner - Intermediate MS Excel skills - Experience in a contact centre or similar environment - Previous experience of workforce management (WFM) systems and contact centre ideologies The benefits: - Life assurance - Bonus scheme - 23 days’ holiday per year, increasing to 27 with service - Give as you earn scheme - Financial education, savings and personal loans through Neyber - Aqualibrium - our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks - Simply Health Cash Plan, Surgical Choices and Rewards - Confidential crisis support, counselling and legal advice - One day paid volunteering a year - Discounts with our subsidiaries and Garage This vacancy is being advertised by Webrecruit, who SES Water work in partnership with.
The services advertised by Webrecruit are those of an Employment Agency.
We are both equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment.
What’s next? If you are seeking your next challenge as a Workforce Management Analyst, select the apply button shown to be brought through to the application process.
The health and wellbeing of our staff and interviewees is paramount, so we have put practices in place to keep all parties safe.
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