workforce analyst Leeds, England
Job description
We’ve been in Britain’s homes for over 200 years. But at British Gas, we’ve never been more excited about the future.
Right now, we’re at a pivotal moment. As well as leading our customers through a once-in-a-generation cost of living crisis, we’ve got big plans to get our homes closer to Net Zero.
That’s why we need a brilliant Specialist Workforce Analyst to help us get to where we’re going. You’ll bring bags of energy, know-how and passion to our family of door-opening brands, including British Gas and Hive. And you’ll join a team who are just as focused delivering on fantastic results as you are.
Location: This role is based in Leeds or Stockport where travel to either site is only required occasionally.
The Workforce Analyst role’s core responsibility is to manage all the customer contact channels across the Home Services Business Unit in Real Time and Near Real Time covering over 2000 front line solvers and 10 million contacts.
Utilising technology, multi skilled resource and agreed Customer Service Playbook actions to deliver agreed services measures across our Voice and Non Voice channels, ensuring customer demand and resource capacity are matched across the skillsets on a consistent basis regardless of the time the Customer chooses to contact us.
They will work with key stakeholders (up to director level) from each area and resource plans, combined with Real Time data to effectively manage customer contact in line with agreed SLA’s, mitigating risks where possible.
By understanding the key drivers of customer demand through analysis and insight, the analysts provide Real Time management with appropriate recommendations, contingencies, and impact assessments throughout the Real Time window.
Key Responsibilities:
- Optimise customer experience through utilisation of available technology, cross skilled resource and the proactive use of the Customer Service playbook across all customer channels. This involves using specialist tools such as Aspect eWFM, Emite, Amazon Connect, IMI, Salesforce, Intradiem and Khoros.
- Ensure all solver records are accurate and in line with agreed governance principles and channel routing best practice is adhered to, allowing trained resource to effectively manage customer demand
- Drive channel performance across the business to agreed SLA’s to optimise customer experience - Voice, Webchat, Whatsapp and Social Media.
- Be a key contact for DTS and Incident management teams to identify and quickly resolve incidents impacting our ability to deliver customer service.
- Pro-actively managing the 10 day tactical window ensuring consistent service in line with agreed SLAs, understanding near term demand drivers, risks or opportunities within this window
- Collaborate with cross-functional teams, to optimise customer service delivery and provide feedback to drive improved planning i.e. OB CCC, Sales, Customer Resolutions, HIVE, Social Media
- Analyse data, provide accurate in-day insight and Tactical Plan reviews to flag any risks or opportunities to key stakeholders (Internal & Outsource Partners). To support recovery actions or resourcing decisions.
- Develop and maintain real-time dashboards and reports to provide stakeholders with up-to-date information on key metrics and performance indicators through the Real Time window. These reports should be visually appealing, user-friendly, and accessible in real-time.
Required Knowledge, Skills & Experience
- Workforce Planning (Desirable) – To identify areas of growth and value-added performance. Constantly assess current and future demand and flex resources to manage and maintain service levels, specifically digital channels.
- Analytical Reporting (Desirable) – Providing business MI in an understandable and consistent format, providing timely analysis and recommendations to key stakeholders of any risks or opportunities.
- Highly numerate with good accuracy and attention to detail
- A strong analytical background and excellent Microsoft Office skills
- Strong decision making
- Planning knowledge
- Experience of presenting data
- Relationship building to develop a network of contacts to support decision making
Our people are the beating heart of our business. We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs. We embrace the opportunity to give our colleagues a choice to work from anywhere whilst still ensuring they can connect and engage with their teams through office days, employee networks and virtual events.
Competitive salary and bonus potential
Up to £580 Employee Energy Allowance
Pension scheme
Electric car lease scheme
- 33 days holiday allowance, inclusive of public holidays, and the option to buy up to 5 additional days
We are committed to creating a cleaner and greener future. And we’re making big changes to help us get there. That means cutting customers' emissions and our own to reach net zero. And because our people are the beating heart of our business, we will continue to champion inclusivity, develop future skills and invest in our local communities to create a better world for everyone. As part of our reforestation project with WeForest, for every new employee that joins our family, we plant trees in underprivileged areas in Tanzania to offer farming and wildlife economy opportunities for locals.
#LI-BGAS
At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!
PLEASE APPLY ONLINE by hitting the 'Apply' button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
