|Job Ref:||STW02491||Employer:||Randstad||Industry:||Civil and Structural||Job Type:||Permanent||Country:||United Kingdom||City:||West Midlands||Address:||Post Code:||WV14||Salary:||£ 30,000 per year, £0 - 30k per year + Benefits||Post Date:||22/10/2016 00:27|
Lead Analyst - Real Time|
About the role
To provide subject matter expertise in the creation and maintenance of a Real Time Team. The role holder will directly support their line manager (Real Time Specialist) to identify and drive change, develop process's, co-ordinate projects and improvements across the team, the Planning Hub and within the wider operation by building and sustaining strong relationships within a variety of demanding contact centre environments across the Customer Care directorate. The objective of the Real Time Lead Analyst role is to develop, maintain and provide BAU real time services across all customer channels, balancing supply and demand requirements across all contact centres and back offices for the core customers within #customer. The role covers a core function within a typical Contact Centre Planning Cycle and is crucial in supporting our Operational colleagues to deliver exceptional Customer Service within a managed cost framework.
The successful candidate will have experience of working as an effective and respected leader or member of a Resource Planning Team with strong focus on customer service, at least 2 years of evidenced experience, working within Real Time and experience in analytical problem solving, data trend analysis, data sourcing and data translation. Advanced PC and MS Office skills are also vital. You will strive in this role if you have a proactive outlook to the receipt and provision of "Feedback", utilising all opportunities to enhance the service outputs, if you have strong project planning, workload control and change management skills and you are passionate about, and motivated to assist in STW overall goal.
Severn Trent Water is the world's fourth largest privately owned water company, listed on the FTSE 100 and serving 8 million customers. We care about what we do and how we do it. Always looking for improvements, we want to be known as the UK's best water business. To achieve it we need can-do people who want to develop their skills as fast as we progress our business.
Be part of the future of our water. In return, we offer some excellent rewards including 28 days holiday, a contributory pension, life assurance and personal accident cover, discounts on shopping, energy bills and Severn Trent shares plus a performance reward scheme that lets you earn up to 10% of your basic salary.