What\'s the role?
SMS are currently looking for an Intraday Co-ordinator to join a fast-paced team and department. The Intraday Co-ordinator oversees all operational aspects of a Contact Hub with approximately 40-70 agents. Core responsibilities include real-time team leadership, dialler management, and full ownership of workforce management tasks such as forecasting, scheduling, and adherence.
The Intraday Co-ordinator ensures the right number of agents are available at the right times, that breaks and meetings are optimally scheduled, and that outbound campaigns align with available field capacity. This role acts as the operational heartbeat of the hub—balancing service delivery, data targeting, and resource planning.
The working hours are Monday to Friday, 8:30-17:00, 40 hours per week. Hybrid working is available (2 days in office, 3 days at home).
Key Responsibilities
* Real-Time Operational Leadership: Lead the Contact Hub during live operations, manage intraday performance, service levels, and resource utilisation.
* First point of escalation for operational issues during the shift.
* Collaborate with Team Leaders to ensure agents are supported, engaged, and operating in line with targets.
Dialler & Campaign Oversight
* Manage and monitor outbound dialler activity to ensure campaigns are delivered effectively.
* Ensure campaign data is targeted according to regional engineer capacity and business priorities.
* Work with the Campaign Team and provide feedback to adjust strategies as required.
Workforce Management
* Build and maintain schedules to ensure the right number of agents are available across all hours of operation.
* Oversee intraday scheduling and adjustments, including handling absences, peak call times, and break coverage.
* Plan and coordinate break times, 1:1s, team meetings, and training sessions in partnership with Team Leaders, ensuring minimal impact on performance.
* Monitor adherence and occupancy in real-time and address issues with Team Leaders.
Stakeholder & Team Collaboration
* Partner with Team Leaders to ensure team performance, agent availability, and operational goals are met.
* Liaise with Campaign, Engineering, and Ops teams to align resource supply with campaign demand.
* Support Team Leaders in resolving blockers and maintaining smooth shifts.
Performance Monitoring & Reporting
* Monitor key operational metrics (e.g., contact rates, agent adherence, occupancy, service levels).
* Produce end-of-day or end-of-shift reports summarising performance, blockers, and improvement opportunities.
* Identify process inefficiencies and work with relevant teams to drive continuous improvement.
Qualifications
* A Degree or equivalent in Business Administration, Management, Operations, or a related field.
* Strong scheduling and real-time resource management skills.
* Experience managing dialler campaigns and aligning data with engineer capacity.
* Confident in handling live performance, intraday adjustments, and service levels.
* Knowledge of WFM tools and dialler platforms.
* Comfortable using dashboards and MI reports to make operational decisions.
* Familiar with CRM/CE and contact centre systems.
* Calm under pressure with strong problem-solving skills.
* Ability to make quick, informed decisions to keep operations on track.
* Detail-oriented with a focus on delivery and efficiency.
Benefits
* 25 personal holiday days per year (plus 8 public holidays), increasing to 30 days after 5 years (with options to buy/sell).
* Hybrid working options.
* Automatic enrolment onto Employee Participation Scheme.
* Enhanced maternity leave; paternity and adoption leave.
* 24/7 free and confidential employee assistance service.
* Medicash health plan with benefits including optical, dental, physio; discounted gym memberships; free 24/7 online GP.
* Life Insurance (4x annual salary).
* Pension matching scheme (up to 5% of salary).
* Development support via internal/external accredited courses, secondments, and study support.
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