Company : Business Stream Limited Location : Edinburgh Scotland
About us BusinessStream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers.
With over 14 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates.
Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.
As a company, we're forward-thinking, innovative, and passionate about making a positive difference to our customers, our people, local communities, and the environment.
Find out more about how we’re Naturally different.
As a business, we’re fully committed to providing equal opportunities for everyone to learn, develop and progress, regardless of their gender, age or ethnicity.
We’re passionate about providing a working environment that encourages diversity and inclusion at all levels of our organisation.
Life at BusinessStream is fast-paced and exciting, where no two days are the same.
We're looking to welcome exceptional people into our fantastic team so if you're ready to join us, we'd love to hear from you.
About the role We’re looking for an energetic, enthusiastic and determined individual who has proven experience of using workforce planning tools (ideally Verint) to build and manage resource plans that meet demand forecasts and experience of workload forecasting.
Experience in Front Office and Back Office planning is essential.
As part of our Resourcing Team, you will assist the Head of Resource & Planning to implement and deliver a best in class Resource & Planning capability across all customer operational or other activities as required by BusinessStream.
You will deliver a robust operational and staffing plan to ensure our business is enabled to meet and deliver our customer service levels through our customer channels, Voice, web-chat & Non-voice contact.
There are competitive salary and benefits on offer for this position, including an annual discretionary bonus up to 20%, a pension plan, employee discounts, and flexible benefits; in addition, there are 31 days of annual leave and 6 bank holidays.
It is a full-time position with a work schedule of 37 hours per week, Monday through Friday, where a hybrid schedule is required.
About you We are looking for an individual that understands contact centre productivity measures and KPIs.
This will include the measurement of efficiency/productivity and opportunities to drive customer satisfaction and performance targets across all customer operational activities.
We need you to have the ability to proactively anticipate potential problems in delivery and efficiently amend plans to meet the pressures of the customer operation.
You will need experience in using planning tools and MI to make those decisions and to offer alternative solutions.
The role holder is expected to collaborate effectivity across all the operational teams to deliver on our business priorities.
Experience in managing and supporting 3rd party suppliers would be an advantage.
You must have strong excel skills, including the use of macros, complex formulas, databases and VBA skills to produce meaningful management information.
You will have strong planning and organisational skills and a high standard of written and verbal communication, with the ability to problem solve and create solutions.
How do I apply? If you believe that you meet the above requirements and would like to be considered for this role, we would love to hear from you.
Please submit a covering letter and a copy of your up to date CV.
Your covering letter should:
outline why you are interested in applying for the role and how you feel your experience meets the essential criteria outlined Please note your cover letter will also be reviewed as part of the selection process.
Closing date for all applications 5pm, Friday 17 March BusinessStreamLimited EdinburghScotland
