Real Time Manager - Customer Services

Real Time Manager

This role is offered on a hyrbid basis, which involves a combination of working from our offices, and also working remotely.

Here at RS, we have an opportunity for someone to join the customer interactions team within our award-winning organisation as a Real-Time Manager.

Managing a team of 2 Senior Interaction Advisors, this individual will be responsible for real-time management of customer operations resources ensuring outstanding customer experience service levels are achieved.

Further, they will also be responsible for responding to accurately forecasted volumes of demand at the desired service level and mitigating any impact on the business or our customers where our service offer is at risk.

What Else You Will Be Doing And Responsible For

• Ensure that appropriate staffing is allocated and the availability of multichannel Customer Service.
• Monitor sites to ensure optimal staffing levels and liaise with UK Planning Team to deliver robust schedule, by projecting demand, average handling times using trends and historical data.
• Work to balances employee engagement with meeting business Service Level KPIs.
• Look at reports to make recommendations on improving productivity and profitability.
• You will lead the integration and implementation of new call centre technologies.
• As a part of this role, you will act as a Business Incident Manager, raising and monitoring incidents to mitigate customer impact whilst working closely with IT business partners to resolve issues efficiently.
  
  

What you will have done previously, in order to be successful

• You will have experience of call centre management and all related responsibilities.
• Have knowledge of various forecasting / scheduling software
• Someone who possesses good organisational skills.
• You have the ability to prioritise workloads, meet deadlines and perform multiple tasks with attention to detail.
• As well as the ability to communicate Contact Centre data/forecasts to all levels of stakeholders in an understandable fashion.
  
  

Not essential, but would be great if you also had…

• Continuous Improvement qualification
• Experience of working in a Planning environment
  
  

What You’ll Get…

At RS, as well as the usual employee benefits, you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave and private healthcare. In the UK&I, we’ve introduced new Individual and Family Friendly Policies including:

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
• We are proud to offer inclusive benefits and programs that reflect the diverse identities and experiences of our employees. Our healthcare coverage includes enhanced support for all individuals, including the diverse needs of trans and non-binary colleagues—such as voice coaching, gender affirmation surgery (including facial surgery), and other medically necessary services. We also provide access to resources and programs tailored to the unique needs of all employees, regardless of gender identity or expression
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all