Real Time Scheduler

We are looking for a Real Time Scheduler who can join us in monitoring customer levels and optimising the customer journey with accurate resource planning, and intra-day management .

This role is an office based position located in Bristol so ability to commute to the office is essential.  This role will operate on a rota basis and shift patterns between the hours of 08:00-18:00

The Real Time Scheduler Role is to analyse, monitor and react to real-time staffing levels and customer contacts, to optimise customer journey in line with operational plans. To support and optimise the customer journey through accurate resource planning methodology & forecasts. Maintaining and developing resource models and tracking adherence to plans to ensure accurate planning metrics are met.

• Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment

• Optimising performance through shrinkage management and agent skill alignment to ensure operational goals are met

• Lead operational decision making with performance insight, including impact to customer journey and supporting recommendations

• Manage schedules and daily results to deliver agreed targets

• Ensure all resourcing updates are included in the daily planning and schedule management.

• Identify risks of delivering the operational plan and escalate to appropriate stakeholders, with solutions to mitigate impact to customer journey

• Produce short, medium and long term plans for Operations focusing on both supply and demand drivers

• Own intra-day scheduling and shrinkage management process through WFM and other available tools to deliver a completed schedule.

• Supporting operational teams in the process and optimisation of scheduling resource to best match customer demand.

Skills & Experience

• Strong attention to detail.

• Service and target driven.

• Confident with their own decision making

• Excellent interpersonal relationships with the ability to communicate effectively with a variety of stakeholders across different management levels.

• Problem solving capabilities.

• Proficient in the use of Microsoft Excel

• Strong organization and resource planning skills

• Confident in the presentation of both written and verbal explanations.

• Ability to work across multiple tasks at once

• Experience in a contact center or resource planning environment