Strategic Planning Analyst
Job Description
Job title: Strategic Planning Analyst
Company: Severn Trent Water
Job description: Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people, too.24 hours a day, 365 (sometimes 366) days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch.We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.EVERYTHING YOU NEED TO KNOWWe are on the search for a Strategic Planning Analyst to join our Workforce Planning & Optimisation team in Derby.The objective of the role is to manage all elements of the strategic time window (from 8 weeks – 18 months) across a variety of demanding contact centre environments within the Customer Solutions team.You’ll understand medium to long term demand requirements for our contact centres including staff requirements and how many contacts we’re likely to receive from customers and you’ll maintain our capacity plans.Using omni-channel forecasting (telephone, email, digital), you’ll work on budget, staffing requirements, staff attrition, customer contacts, handling times and shrinkage.Part of your role will be to ensure that Forecasting and Scheduling performance is tracked and improved year on year to maintain stakeholder confidence in the levels of support and accuracy.You will be influencing Call Centre Managers on Strategic Planning activity and providing expert knowledge supply / demand drivers, shift design and efficiency driving opportunities.You’ll be based in our modern Pride Park, Derby site where you’ll be able to park for free or get to with ease with loads of local travel options and there may be occasional travel to other sites. Working hours will be Monday-Friday either 8am-4pm or 9am-5pm.WHAT YOU’LL BRING TO THE ROLEDo you have experience in an analytical role, designing and delivering long term elements of plans in a call centre environment? Do have enjoying exploring & improving ways of working & driving best in class function?You’ll be an experienced forecaster with a range of different techniques, and you’ll have strong analysis and data manipulation skills.You’re able to work independently but can translate complex data to others in the Strategy team, Planning team and Service Delivery team. As well as technical skills, you’ll be a great communicator whether it’s verbal or written communication.If you’ve got experience in working with WFM systems (IEX ideally), as well as working within contact centre planning and strong knowledge of Multi-Channel, you’d be a great fit in this role.The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, too.We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We want people who show up and get involve. Those who are ready to be part of something bigger and who want to make a difference because they care. Is that you?WHAT’S IN IT FOR YOUWorking here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.With that in mind, here are just some of our favourite perks that you’ll get being part of the Seven Trent family:
- 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
- Annual bonus scheme (of up to £1,500 per annum based on company performance)
- Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
- Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
- Dedicated training and development with our ‘Academy’
- Electric vehicle scheme and retail offers
- Family friendly policies (including, a year off paid for any maternity and adoption leave)
- Two volunteering days per year
WHAT’S NEXTBefore you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date – so keep an eye on your phone and emails.And if this has sparked your curiosity, and you’re wanting to find out even more, search #LifeAtSevernTrent on social media.
Expected salary: £27456.93 – 33750.56 per year
Location: Derby