Real Time Analyst - Leicester
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- Customer Service
- Gas, Heating & Hot Water
As a Real Time Analysts you will support the delivery of the agreed Customer Service Resource Plans across all sites including offshore, and host the required meetings to facilitate understand of the direction for the day/weeks across all call types defining clear actions for service delivery vs. plan.
Plan accurate people schedules in EWFM that reflect the best possible outcome for our customers and people ensuring variance to schedules are captured and appropriate actions taken
Ensure resource processes are followed at site level collating feedback for review where required to help enhance performance
Build processes to track, manage and support the operation which include feedback, parameter and threshold settings with the additional feedback loop in to all Resource Planning functions
It is important to communicate work outputs effectively through excellent verbal & written skills ensuring senior leadership team maintain a view of performance. Also you need to be able to identify any operational and regulatory risks, escalating as appropriate. Manage circa 4,000 internal Resource Planning contacts across all sites within agreed service levels.
In this role you will need to be available to provide out of hours’ operational support (on call) for the 24/7 operations.
We are looking for someone who has good numeracy skills with good accuracy and attention to detail. it is important to have good written, verbal communication & presentation skills with strong analytical & reasoning skills. Along with strong problem solving and decision making skills.
Working knowledge of EWFM or other workforce management tools would be advantageous, alongside experience in working within a real-time resourcing or an analytical role.
Self-motivated with a “Can Do” attitude alongside the ability to work under pressure & to deadlines. Adapts own behaviour to be more effective with different people and situations.
Role holder will be able to demonstrate flexibility in their approach. String ability to be able to work effectively in multifunctional teams across various locations. Role models behaviours to support health, wellbeing, safety and the environment
British Gas, part of the Centrica Group, supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.
Salary - £23,256 - £24,479 + benefits + on call rate
Hours - Full Time, Permanent
Shifts - between 8am - 10pm, Monday - Sunday + on call
Location - Leicester - Aylestone RdApplication closed