Customer Contact Real Time Service Manager

Aegon UK; City of Edinburgh; Hybrid; GBP 30,000 - 46,000; Full time

Job summary

A leading company in the financial services sector is seeking a Customer Contact Real Time Service Manager. This permanent role based in Edinburgh focuses on optimizing service levels through effective management of call and webchat handling. The ideal candidate will have a strong background in real time management and experience with scheduling and workforce management tools. The position offers a competitive salary and a range of employee benefits, including a non-contributory pension and private medical cover.

Benefits

Non-contributory pension

Discretionary bonus

34 days leave per year

Private medical cover

Life assurance

Critical illness cover

Enhanced parental leave

Retail discount vouchers

Cycle2work scheme

Subsidised restaurant

Qualifications

• Strong background in real time management within a customer contact environment.
• Experience with real time agent scheduling and shift adjustments.

Responsibilities

• Monitor telephony and webchat queues in real time to meet service goals.
• Adjust staffing plans for unexpected changes and escalate critical issues.

Skills

Real Time Management

Customer Interaction Management

Tools

WFM

Verint

AWS

Job description

Job Description Summary

Job Description

Customer Contact Real Time Service Manager

Permanent Position

Location:Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time)

Salary:A competitive salary range from £30,400 to £45,600depending on the experience you can bring

Closing date:23rd May 2025

As a purpose-led business, we're focused on supporting our customers as they navigate through new stages of their lives and all the moments that matter. We're here for everyone who wants to make the most of their time on the planet and leave it a little better than they found it, however grand or humble their ambitions.

The Real Time Service Manager is responsible for the management of adherence for call and webchat handling, and ensures that service levels are met in line with company targets. You will work directly with the Operation and Team Managers across Customer Contact to support daily, weekly and monthly objectives. This is a new role within Customer Contact, and an excellent opportunity to develop and bring massive change and effect to the operation.

Key Responsibilities:

• Monitor telephony and webchat queues in real time and ensure service goals are being met across opening hours.

• Track agent’s adherence to schedules and flag deviations.

• Adjust staffing plans to respond to unexpected changes e.g. higher call volumes, absence etc, and escalate critical issues to management.

• Provide real time updates and daily MI to stakeholders.

• Work closely with the workforce planning team to support with any forward planning needs and optimise efficiency.

• Collaborate with planning team to optimise agents shifts and resource allocation.

We’d love to hear from you if you have:

• A strong background of real time management within a customer contact environment.

• Experience with real time agent scheduling and shift adjustments.

• Experience with WFM, Verint management and AWS.

• The ability to manage customer interactions across phone, webchat and offline activity.

What’s in it for you?

• A non-contributory pension between 8%-12%
• A discretionary bonus, depending on personal and company performance
• 34 days leave per year (including bank holidays, pro-rated for part-time)

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments. To find out more about what to expect at Aegon click here.

Ready for a Change? If you're looking for a role that challenges you and offers growth opportunities, we encourage you to apply. Join us and be part of a team that values innovation and excellence.

The legal bitsWe’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.

Equal Opportunity Employer:

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.