Check out the development opportunities in the RTA Team.
This is a Hybrid role, the RTA team works from our Cardiff City Centre Office 4 days per week. Your first 6-12 weeks will be 5 days a week in the office whilst you get set up in your new role.
What You'll Be Doing
In this role, you'll play a key part in making sure our Specialist Support and Collections teams run smoothly each day. You'll help align agent schedules with business needs, manage time spent on training or other tasks, and keep track of attendance for Team Leaders. You'll also support the Management team by keeping an eye on performance, creating well-balanced rotas, making real-time adjustments when needed, and finding ways to improve how we work
* Making sure agents stick to their schedules so we can provide the best possible service
* Planning off-phone activities, like training or meetings, at the best times for the business
* Keeping track of absences and lateness, updating reports, and keeping Team Leaders informed
* Creating and managing rotas based on expected demand and any last-minute changes
* Supporting the Management team in delivering the best experience for our customers
* Keeping an eye on trends and unexpected changes, stepping in with backup plans when needed
We're Looking For
* Strong analytical skills with the ability to investigate call volume spikes, identify root causes, and recommend solutions
* Experience in a contact centre environment, with a focus on analysing trends and performance data
* Ability to provide clear insights and feedback to improve operational efficiency
* Comfortable working with data to understand patterns, impacts, and ways to prevent future issues
* Proactive approach to problem-solving, ensuring service levels are maintained
* Strong communication skills to share findings and collaborate with teams effectively
Diversity & Inclusion
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
Private Healthcare, including dental and optical services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices
Check out more of our benefits, values, and mission here.
Interview Process
* First stage: 30-minute intro and values call with Talent Partner (Video call)
* Final stage: 60-minute overall assessment with Team Manager (In person)