Senior Manager – Forecasting and Scheduling

Salary: £51,600 – £57,600 per year

About the role

The Senior Manager – Forecasting and Scheduling will provide inspirational leadership and management to the Forecasting and Scheduling team in line with the ambition, vision and values of the wider Customer Service organisation.

At the outset this role will focus on the in-depth planning required to deliver brilliant outcomes for our customers through the building and operating an industry standard forecasting and scheduling function. in-house business transformation project. The role holder will be an essential business partner to the Thames Water Customer Service organisation.
 
Key areas of accountability will include:

Responsible for the translation of all demand forecasts into detailed call and work item forecasting and the translation of this into highly effective people deployment plans.
Leads a function responsible for forecasting customer demand by time-period and matching the scheduling of people to this demand, ensuring target service levels are met and resource deployed efficiently.
Responsible for the governance and communication of the Revenue Manpower plan including weekly / monthly planning forums.
Leads on resource modelling across the planning organisation, including building the budget plan for Revenue Organisation (6+6, 3+3 etc)
Accountable for interpreting complex driver models enabling the Revenue organisation to efficiently plan the use of resource achieving Cycle Time ‘best in class’ targets across key priority work items that have the most significant impact on the customer experience and propensity to complain. 
 To be successful in this role you will have the following skills and experience:

Proven experience at a senior level within a planning environment.
Significant amount of relevant experience, leading teams within both a contact centre and back office environment.
Unquestionable leadership skills
Exceptional Excel skills and an ability to translate numbers in action and experience of creating in depth project resource plans that provide control and install confidence are all key to this role.
Customer centric career with evidenced experience and strong commercial acumen skills, knowledge of outsourcing as well as current future trends in use of technology.
What’s in it for you! 

We are building an innovative, industry leading Insight and analytics capability which drives the business to provide a brilliant customer experience, underpinned by continuous investment in our colleagues our capability and our culture.
This is an exciting time to join our team so you can be fully involved in the transformation of this critical business function. 

Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday. There is also a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also have a referral scheme, where you can receive £51,600 – £57,600 for helping someone get a permanent position within the company.

We’re proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

Click here to find out more about working at Thames Water 
 
About us: 

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future. 

We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities. 

Together, we’re building a better future for our customers, our region and our planet. 
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.