Real Time Analyst

Title: Real -Time Analyst

Department: Operations

Location: Remote / Chandlers Ford

Salary: £25,105 plus 5% bonus

Hours: 08:30 – 17:00 Mon-Fri

Are you an experienced Real Time Analyst or someone who understands planning and controlling resource within a contact centre environment?

If so, then we have a vacancy in the team to help develop and implement Real Time planning and monitoring methodologies, in order to drive efficiencies.

In this role you will ensure our customers can contact us seamlessly via their choice of channel, helping to optimise performance in order to aid the enhancement of our customer experience.

What we can offer you?

We offer you all the benefits you’d expect from one of the nation’s biggest and best energy challengers, including: competitive salary, contributory pension scheme, bonus up to 5% of salary and a health care scheme. You’ll also get the chance to work for one of the top CEOs in the UK, as voted for by Glassdoor’s 2022 Employee’s Choice Awards

We aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.

What does this role involve?

Working in our Central Resource team, you will monitor the operational performance of our contact centre teams to ensure we have the correct level or resource available.

Day to day you will;

• manage queues and ensure wait time is kept to a minimum;
• analyse agent downtime using our telephony routing platform;
• produce performance reports to help identify potential trends in data;
• work with the planning team to improve accuracy of forecasts/schedules by feeding back daily performance;
• allocate and redeploy staff depending on call volumes.

Who are we looking for?

Your knowledge in planning and resource within a contact centre environment, will enable you to hit the ground running.

Your ability to work under pressure in a reactive environment, will allow you to resolve real time issues in an efficient and effective manner.

As a data centric role, you will have a keen eye for detail and have experience creating and analysing reports.

Previous understanding of telephony routing platforms (ideally Cisco) would be advantageous.

Additional benefits available on your first day!

• Utilita Bonus Scheme, made up of personal and company elements.
• Career progression, 32% of our vacancies in 2022 were filled internally.
• 25 days annual leave plus bank holidays.
• The opportunity to win tickets to major outdoor events with Utilita Extra –including, gigs and shows at the Utilita Newcastle, Sheffield and Birmingham arenas.
• Discounted employee energy tariffs.
• Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
• We are in the process of setting up our own charitable foundation and offer all our staff a paid volunteering day every year. Plus the chance to be involved in various fund-raising opportunities.
• A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
• Death in service, twice your annual salary.
• Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.

About us

Founded in 2003, Utilita is the first – and still only - energy company created to help households use less energy, by giving them better control via digital technology. Which is why we were vote Sustainable Tech Company of the Year 2022 in the Southern Tech 100 companies and our industry-leading smartphone app (USwitch Awards won best app 2018, 2020 and 2022).

Utilita is Britain’s leading Smart Pay as You Go energy provider, with over 800,000 customers, and thanks to having better control, its customers use around 11% less energy than the average bill paying household.

Utilita is committed to becoming a net zero business by 2030 and was named Green Energy Disruptor of the Year at the Better Society Energy Awards in October 2021.

Job Type: Full-time

Salary: £25,105.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Eastleigh: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Eastleigh