Role Details

"Salary - £31,918
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 Hours per Week
United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.
We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.
We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.
We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution."

Job purpose

We have a great opportunity for a Scheduling Analyst to join our Workforce Optimisation Team. Reporting directly to the Scheduling Lead, you will have experience of working within a fast paced Contact Centre environment. You will be responsible for maximizing contact centre efficiency and performance through effective scheduling of resources and offline activity.

Key accountabilities

• • Responsible for the schedule and delivery of rosters for both Lingley Mere and Whitehaven across multiple departments to meet the business needs
  • This person will be the main point of contact for all scheduling queries related to operational performance.
  • Highlight resource issues/opportunities and make recommendations.
  • Responsibility for all operational updates on a daily basis within the scheduling system to ensure all factors are accurate to allow service level predictions and potential scenarios which will allow for intraday decision making.
  • Develop close relationships with Intraday and Capacity planning teams on how effective contact routing best matches staffing level.
  • Maintain headcount tracker with any changes.
  • Delivery of On-going shift review to ensure schedule effectiveness that will meet forecast demand (monthly review with quarterly changes).
  • Analyse call trends and profiles to identify the best schedule fit to ensure delivery of Service levels across the business.
  • Analyse historical data to identify areas of underperformance and suggest and outline improvement plans to key stakeholders regarding schedule adherence
  • Manage daily, weekly, monthly holiday allocations across a network with multiple sites ensuring adequate staffing availability while remaining within budget restrictions.
  • Process all requests that are received in the scheduling mailbox within 24hrs.
  • Production of schedules for all agents to the agreed time lines, including special events such as Christmas

Knowledge and Skills

To be successful in this role you'll need experience in

• Working with a Planning and Scheduling software e.g. Avaya WFM.
• This is a highly visible role with strong knowledge of contact centre performance required
• Strong knowledge of excel
• Excellent communication skills
• A team player who also works well with others in different areas of the business
• Ability to plan and organise under pressure

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.