Real Time and Scheduling Analyst

idibu; Swindon; Hybrid; GBP 42,000 - 48,000; Full time

Job summary

A leading water utility company in Swindon is seeking a Real Time & Scheduling Analyst to oversee forecasting and performance in the contact centre. This hybrid role involves creating demand models, analysing data for efficiency, and ensuring stakeholder communication. Ideal candidates will have extensive experience in contact centre planning and strong proficiency in Excel and Power BI. Competitive salary and generous benefits are offered.

Benefits

Competitive salary

26 days holiday

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Extensive experience in end-to-end contact centre planning, including real-time, scheduling, and performance analysis.
• Ability to influence, negotiate, and build effective relationships across teams.
• Confident in building and presenting accurate forecast models and performance data.
• Highly analytical with excellent proficiency in Excel and PowerPoint.

Responsibilities

• Create dynamic demand and supply forecast models.
• Dive into data and trends to optimise workload and boost efficiency.
• Communicate to prioritise tasks and align resources.
• Track and report channel performance in real time.
• Take charge of service levels and activate contingency plans.

Skills

Contact centre planning

Stakeholder management

Analytical skills

Excel proficiency

Power BI proficiency

Tools

Verint Impact 360

SAP

Amazon Connect

Job description

Overview

We\'re looking for a Real Time & Scheduling Analyst to take the lead on forecasting, scheduling, and real-time performance across our contact centre. You\'ll support both front and back office teams, using your planning expertise to keep everything running smoothly and stakeholders informed.

Our team operates Monday to Friday from 8am–8.15pm, Saturdays 8am–6pm, and Sundays 8am–1pm. You\'ll need to be flexible, as evening and weekend shifts are covered on a rota basis. This is a hybrid role, combining home working with time at our Swindon office (Walnut Court), and occasional travel to other Thames Water sites.

What you’ll be doing

• Create dynamic demand and supply forecast models that keep our resource planning sharp and proactive.
• Dive into data and trends to make smart decisions that optimise workload and boost team efficiency.
• Communicate confidently to prioritise tasks and ensure resources are perfectly aligned to hit every SLA.
• Track and report channel performance in real time, becoming the trusted go-to for quick problem-solving.
• Take charge of service levels across all channels, quickly activating contingency plans to keep performance strong and targets met.

What you should bring to the role

• Extensive experience in end-to-end contact centre planning, including real-time, scheduling, and performance analysis across front and back office.
• Strong stakeholder management skills with the ability to influence, negotiate, and build effective relationships across teams including Recruitment, Training, and Digital.
• Confident in building and presenting accurate forecast models and performance data to support strategic decisions.
• Highly analytical with excellent proficiency in Excel, PowerPoint, and Power BI.
• Experience with workforce management tools (e.g. Verint Impact 360), telephony systems (such as Amazon Connect/AWS), and workload platforms (e.g. SAP) is desirable.

What’s in it for you?

• Competitive salary from £42,900 to £48,000 per annum.
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here tohelp and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you\’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.