Scheduling Analyst

Reed Talent Solutions are working with United Utilities on the search for multiple Scheduling Analysts to join their busy team.

Why work at United Utilities?

Be part of a team based at our fantastic facilities, where you'll have access to a range of amenities, including free parking, an on-site gym to keep you motivated, and a delightful restaurant and coffee shop to fuel your passion!

United Utilities believes in the power of diversity, and we're excited to welcome candidates from all backgrounds. Our goal is to build a team that reflects the richness of our diverse customer base.

Who are United Utilities?

United Utilities is proud to be an essential service provider to seven million customers across the Northwest. We bring clean, clear water to three million households and 200,000 businesses and take their wastewater away so our customers can simply get on with their day. Our 5,000 employees are key to achieving our ambitious vision and plans, and we all work together to provide a great service to our customers.

Location:Lingley Mere Business Park, Great Sankey, Warrington, WA53LP

Working Hours: 7-3 or 8-4, Monday to Friday (alternating shifts)

Pay rate:£16.54 per hour

Contract: Temporary 12 month contract with potential permanent opportunities

Start date: ASAP

Job Purpose:

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

Job Accountabilities:

• Responsible for the schedule and delivery of rosters for both Lingley Mere and Whitehaven across multiple departments to meet business needs.
• Act as the main point of contact for all scheduling queries related to operational performance.
• Highlight resource issues/opportunities and make recommendations.
• Develop close relationships with Intraday and Capacity Planning teams to ensure effective contact routing matches staffing levels.
• Maintain the headcount tracker with any changes.
• Deliver ongoing shift reviews to ensure schedule effectiveness that meets forecast demand (monthly review with quarterly changes).
• Analyse historical data to identify areas of underperformance and suggest improvement plans to key stakeholders regarding schedule adherence.
• Manage daily, weekly, and monthly holiday allocations across a network with multiple sites, ensuring adequate staffing availability while remaining within budget restrictions.
• Process all requests received in the scheduling mailbox within 24 hours.
• Produce schedules for all agents to agreed timelines, including special events such as Christmas.

Knowledge and Skills:

• Knowledge of contact centre performance.
• Strong knowledge of Excel.
• Excellent communication skills.
• Being a team player who works well with others in different areas of the business.
• Ability to plan and organise under pressure.
• Admin-based work in the office full-time, dealing with internal stakeholders and engineers.
• Taking inbound and outbound calls with engineers, prioritising, moving, and escalating tasks within the system.
• Planning and scheduling experience in a customer admin background, phone-based, dealing with engineers and managers.
• Confidence with computers; training on systems will be provided, but confidence is essential.

If you are a proactive individual with a strong background in scheduling and planning, and you’re looking for a new challenge, please apply below with an up to date copy of your CV!