Contact Planning Process

6 months ago

Derby, United Kingdom SEVERN TRENT Full time

We’re Severn Trent and we think water and people are wonderful

24 hours a day, 365 (sometimes 366) days a year we serve 8 million people across the heart of the UK. Each cuppa drank, and toilet flushed is only possible because of the 6,500 brilliant people working across our patch.

This role is vital to the service we deliver those 8 million customers, and we think you’d love it.

**EVERYTHING YOU NEED TO KNOW**

We’re looking for a** Contact & Insights Planning Process & Data Expert**.**

This is a brand-new role to maximise our opportunities to explore automating administrative tasks in turn driving innovation, bringing to life some ideas with the customer at the heart at all our work.

The objective of the **Contact & Insights Planning (CIP) Process and Data Expert **is to lead on process improvement within the Workforce Planning & Optimisation team.

The role holder will be responsible for creating, identifying & implementing improvements to process with a particular focus on driving measurable benefit across a variety of demanding contact centre environments within the Customer directorate.

The role holder will also be required to manage & develop a team of administrators & analysts, process map key tasks, and deliver on IEX optimisation, administration, and schedule generation.

The primary areas of responsibility will fall into the following areas of expertise:

- Leading operational process engagement and enhancements across front and back-office areas.
- Growing expertise in existing systems and identifying new tools, data & systems to drive WPO & operational decision making.
- Continuous improvement & change champion - leading the charge for waste reduction and established Safer Better Faster practice within contact insights and planning team and the wider workforce planning function.

The role is a key interface between the Contact Insights team and Operational Leadership teams and will be responsible for identifying and driving process / change improvements that will be key to the delivery of operational costs and Customer Service standards.

As a company, we are always striving to develop our talent and we will support you with training within the field.

Not only will we give you more flexibility compared to other companies, we’ll also continuously help you develop your career by providing you with training courses and relevant qualifications to improve your skills and knowledge.

You will be based at our Pride Park site where you’ll be able to park for free or get to with ease with loads of local travel options. You’ll work within alongside our 300 strong Workforce Planning & Optimisation Team who all love what they do.

In turn **delighting our customers** & making a real difference across our region.

**WHAT YOU’LL BRING TO THE ROLE**
- Ownership of administration process’s within in core WFM system (IEX).
- End to end process mapping/review - identifying the causal relationships across our customer journeys and impacts on demand through the process.
- Continuous improvement & change champion - leading the charge for waste reduction and established SBF practice within CIP / WPO.
- Identifying & creating the expertise within CIP to maintain & develop WFM tools & systems.
- Project management - Representing CIP (and where required the wider WPO team) on the introduction of new projects & business readiness for change.
- Best practice identification - creation of an external network to identify new opportunities pertaining to contact and field workforce management practice.
- Managing a team to ensure high quality and efficient schedules are delivered for Contact centre agents.

Some additional experience that would be advantageous;
- Experience of development of a WFM tool within a contact centre environment and exceptional knowledge of Multi-Channel Resource Planning Cycle
- Detailed understanding of contact centre scheduling methodologies, and WFM systems.
- Demonstrable experience of managing large scale change activities
- Expert in data and experienced at using data to drive volume automation and efficiency savings.
- Experience of managing and developing individuals and driving a high performing team.

So, if you are curious, innovative, want to be part of a high performing team this is the role for you

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 YOU**

Working 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, an

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