Real Time Analyst

So Energy was created in 2015 because we know there’s never a good reason to have a bad experience with your energy provider. Since then our renewable energy business has grown rapidly, with over 300,000 customers and 300+ So Energist and we aren’t done. Our next goal is to supply renewable energy to 1 million UK customers by the end of 2026 and we are going to succeed in that mission by leveraging technology, remaining customer-centric and hiring people with a passion for sustainability.

If you're thinking of joining us then your timing couldn't be more perfect. In late 2021 So Energy joined forces with ESB Energy to become the UK’s next big green energy supplier.

Our People - So Energists

Whether you are helping our customers gain energy independence through solar panelling and EV charges or delivering best-in-class customer service to one of our renewable energy customers there are six things all So Energists have in common, our Values:

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Who are we looking for?

As a Real Time Analyst, you will work closely CS Leaders to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

Key skills required:

• Ability to create reports in Excel
• Attention to detail and high level of accuracy

• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance record

• Able to communicate professionally - oral and written
• Problem solving skills

Requirements

What will you be doing?

• Communication of global intraday and scheduling guidelines to appropriate stakeholders
• Enforce real time adherence

• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
• Report on metrics such as adherence & shrinkage
• Create and optimize schedules, allocating time for training, meetings, coaching etc. based on interval level staffing needs
• Appropriate distribution of shrinkage to help us meet demand
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

• Open and close lines, change routing profiles and agent skill sets in AWS & Freshdesk
• Add and remove users from the WFM tool
• 2nd line holiday and absence approval within Bamboo HR
• Generate ideas for process and service improvement planning
• Assist with projects and other duties as requested or assigned

• Monitoring tickets volumes & assigning tickets to 3rd party teams

Benefits

What's in it for you?

• £35,000 plus up to 10% performance-related bonus
• 25 days holiday, plus bank holidays, and an extra day holiday for your birthday
• Last Friday of each month nibbles and drinks in the office
• Work two days from home (download speed of 20mbps and upload speed of 11mbps required)
• Great reward and recognition
• Join a unique culture that embraces peoples ideas and fosters collaboration across the business
• Enhanced Maternity and Paternity leave
• Access to Perkbox+ including the Wellness Hub
• Life assurance 4x base salary

So Energy cares about helping the energy industry become a much more diverse and inclusive environment and we work hard to lead by example. We are committed to Equal Employment Opportunity and building an inclusive environment for all. As an equal opportunity employer, there are also several steps we take to accommodate candidates and employees with disabilities including additional time on tests during the interview process and specialist equipment for those employees that require it.

If you are interested in finding out more please apply, make sure to complete all the questions to the best of your ability and attached an up to date version of your CV.

Good luck!