Real Time and Workflow Manager - Workforce Planning, Midlothian
Client:
Location:
Job Category: Logistics
EU work permit required: Yes
Job Reference: 959a5b7cd154
Job Views: 6
Posted: 04.04.2025
Expiry Date: 19.05.2025
Job Description:
As a Real Time and Workflow Manager in our Contact Centre Operations team, you will play a pivotal role in ensuring the seamless performance of our contact centre. You will lead a dynamic team responsible for real-time monitoring and back-office workflow management, optimizing staffing levels to meet customer demand and maintaining service excellence. This role offers the opportunity to collaborate with various stakeholders to drive efficiency and innovation in a 24/7 operational environment.
Job Responsibilities:
* Lead and manage a team of real-time and workflow associates, fostering a collaborative and high-performance culture.
* Develop strategies and processes to build a strong, self-sufficient real-time and workflow team that collaborates effectively with partners and stakeholders.
* Regularly review and update delivery plans, making recommendations to senior leadership for effective execution in operations.
* Serve as the primary point of contact for real-time operational issues, communicating with divisional leads and other stakeholders to resolve issues promptly.
* Oversee workforce management functions, coordinating changes across sites and business functions to support the overall business strategy.
* Manage the allocation and prioritization of back-office tasks, ensuring efficient work distribution and timely completion.
* Drive process improvement and best practices to ensure optimal service levels and staffing.
* Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions.
* Manage regulatory control reports and auditing processes to ensure compliance with industry standards.
* Oversee procedure and policy documentation, including real-time playbook documentation.
* Perform additional duties as assigned to support the contact centre’s objectives.
Required Qualifications, Capabilities, and Skills:
* Experience in a financial services call/contact centre.
* Proven management and leadership experience.
* Ability to work in a fast-paced environment and adapt to changing priorities.
* Proficiency in Microsoft Office products (Excel, Word, PowerPoint).
* Strong knowledge of telephony/call routing and workforce management platforms.
* Understanding of cross-business workforce management practices.
* Experience leading or supporting project initiatives.
* Experience in business analysis, reporting, problem identification, resolution, and root cause analysis.
* Ability to collaborate effectively with business partners.
* Demonstrated ability to influence people at various levels internally and externally.
Preferred Qualifications, Capabilities, and Skills:
* Professional qualifications from reputable training institutes or professional bodies.
* Experience in process improvement and innovation in a contact centre environment.
* Familiarity with regulatory compliance in the financial services industry.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.
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