Contract: 6+ Month FTC
Location: Nottingham (Support Office)
Closing date: 11/02/26
Recruitment Partner: Daniel White,
What you'll be doing
As a Real-Time Coordinator in the Customer Support Centre, you will help ensure the smooth operation of our high-volume contact centre. Here, you will manage the schedules and workload of the c.400 advisors. Working with a team of five, you'll monitor real-time performance metrics, managing intraday staffing levels, and responding swiftly to fluctuations in call volume and service levels. Your collaboration will will help maintain optimal service delivery and support a positive customer experience. You will report directly to the Real Time Specialist manager.
Key responsibilities
* Real-time analysis of contact volumes into the call centre, managing daily adherence and individual working requests, ensuring optimal cover of all contact channels to achieve important service level targets
* You will take forward the actions discussed with the Real-Time Specialist Manager by co-ordinating real-time exceptions such as absence, shift slides and swaps and changes to existing schedules
* You will review flexible working requests, build shift patterns, and recalculate holiday entitlements
* You will collaborate with Team Leaders to deliver the daily plan
* You will monitor on-day holiday and absence and takes responsibility for amending future schedules and/or tolerances to ensure effective management of capacity
* You will lead the direction of the contact centre and be the main contact for Operational Managers of the contact centre after 5pm and at the weekends
What you'll need to have (our must-haves)
* You will be capable of making decisions independently
* Proven negotiation and rapport-building skills
It would be great if you also have
* Familiarity with tools such as eGain Analytics, Verint Optimise, Salesforce, Sprinklr, and Microsoft Excel
Rewards designed for you
* Boots Retirement Savings Plan
* Discretionary annual bonus
* Generous employee discounts
* Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
* Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
* Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.
About The Boots Group
The Boots Group is a trusted leader in healthcare, pharmacy and retail, operating across 11 countries - including the UK, Ireland, Thailand and Mexico. The Boots Group brands - including Boots, Boots Opticians, No7 Beauty Company, Farmacias Benavides and Alliance Healthcare - are trusted and well recognised healthcare and beauty businesses, serving millions of customers and patients every day in communities around the world. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.
What's next
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon.
Be brilliant with Boots.
Keywords
Real, Time, Coordinator