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.
Our team operates Monday to Friday from 8am8.15pm, Saturdays 8am6pm, and Sundays 8am1pm. 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.
What youll be doing as a Real Time & Scheduling Analyst
* Create dynamic demand and supply forecast models that keep our resource planning sharp and proactive.
* Dive into data and trends to make smart decisions that optimise workload and boost team efficiency.
* Communicate confidently to prioritise tasks and ensure resources are perfectly aligned to hit every SLA.
* Track and report channel performance in real time, becoming the trusted go-to for quick problem-solving.
* Take 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
1. Extensive experience in end-to-end contact centre planning, including real-time, scheduling, and perf...