Job Description
We're looking for a Real Time & Scheduling Analyst to take the lead on forecasting, scheduling, and real-time performance across our contact centre. You'll support both front and back office teams, using your planning expertise to keep everything running smoothly and stakeholders informed.\n \nOur team operates Monday to Friday from 8am–8.15pm, Saturdays 8am–6pm, and Sundays 8am–1pm. You'll need to be flexible, as evening and weekend shifts are covered on a rota basis.
This is a hybrid role, combining home working with time at our Swindon office (Walnut Court), and occasional travel to other Thames Water sites.\n\nWhat you’ll be doing as a Real Time & Scheduling Analyst \n\nCreate dynamic demand and supply forecast models that keep our resource planning sharp and proactive.\nDive into data and trends to make smart decisions that optimise workload and boost team efficiency.\nCommunicate confidently to prioritise tasks and ensure resources are perfectly aligned to hit every SLA.\nTrack and report channel performance in real time, becoming the trusted go-to for quick problem-solving.\nTake charge of service levels across all channels, quickly activating contingency plans to keep performance strong and targets met.What you should bring to the role \n\nExtensive experience in end-to-end contact centre planning, including real-time, schedul...