Overview
Real Time Manager - Customer Services role at RS UK & Ireland. This role is offered on a hybrid basis, combining time in the office with remote work. You will join the customer interactions team within our award-winning organisation as a Real-Time Manager, managing a team of 2 Senior Interaction Advisers and ensuring real-time management of customer operations resources to achieve outstanding customer experience service levels.
Managing forecasted demand and responding to volumes to maintain the desired service level and mitigate any business or customer impact when our service offer is at risk.
Responsibilities
* Ensure appropriate staffing allocation and multichannel Customer Service availability.
* Monitor sites to maintain optimal staffing levels and collaborate with the UK Planning Team to deliver robust schedules by projecting demand and using trends and historical data (e.g., average handling times).
* Balance employee engagement with meeting business Service Level KPIs.
* Review reports and make recommendations to improve productivity and profitability.
* Lead the integration and implementation of new call centre technologies.
* Act as a Business Incident Manager, raising and monitoring incidents to mitigate customer impact while working with IT partners to resolve issues efficiently.
What you will have done previously
* Experience in call centre management and related responsibilities.
* Knowledge of forecasting/scheduling software.
* Strong organisational skills and the ability to prioritise workloads, meet deadlines, and handle multiple tasks with attention to detail.
* Ability to communicate Contact Centre data/forecasts to stakeholders at all levels in an understandable way.
Nice to have
* Continuous Improvement qualification
* Experience of working in a Planning environment
What You’ll Get
At RS, benefits include annual performance bonus, enhanced maternity and paternity leave, private healthcare, and new Inclusive policies in the UK&I. These include health condition support with up to £500/year for monitoring and consultation, neurodiversity support, women’s health support (fertility, menopause), inclusive healthcare with gender identity considerations, and fertility cover additions (IVF for lesbian couples, surrogacy/adoption support).
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Appliances, Electrical, and Electronics Manufacturing
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