HOURS

40 Hours over 5 days p/week (will include some weekend working)

PRIMARY OBJECTIVE

The Workforce and Realtime Manager will be responsible for management of Scheduling to meet business demands and Oversight of the Real Time team, playing a key role in delivering Scheduling and Real Time support to Customer Care as well as managing relevant systems/processes and undertaking other tasks on request as necessary.

KEY ACCOUNTABILITIES

Management responsibility of the Schedulers and Real Time Analysts on the team, providing ongoing coaching, development paths and feedback as required.

Delivery of a schedule offering that meets the demands of both our staff and customer demand, with a clear and transparent schedule generation cycle and resource distribution matched to the demands of the business.

Provision of a strong and influential Real Time support offering, providing both challenge and support to the colleagues in Customer Care, fostering a collaborative approach to delivering world class service.   

CRITICAL KPI’S

The jobholder must ensure that tasks are managed and performed efficiently and effectively, within required time frames, achieving specified outcomes and support the Customer Care Management teams at all levels in achieving team and department objectives.

The jobholder will also be responsible for ensuring the performance and deliverables of the five staff members they have line management responsibility for, including people management and setting role expectations.

The person in this role will be expected to demonstrate a high level of accuracy in all tasks undertaken.

KEY SKILLS & EXPERIENCE

Must be able to demonstrate a strong understanding of the end to end Workforce Management Process and its application in a high volume Customer Service environment.

Experience in scheduling for a hybrid (home/office) model of staffing advantageous.

Must have a passion for Real Time management.

Previous experience of utilising Workforce Planning and call/task distribution software in a contact centre setting is essential, specific experience with Amazon Web Services (AWS) suite of systems and Nice IEX is desirable.

Previous experience of managing or mentoring staff is advantageous but not essential.

Excellent attention to detail and ability to deliver a high level of accuracy in the role is a must.