Real Time Coordinator

Ayvens; West of England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Annual bonus scheme

Give As You Earn (GAYE)

Job summary

Ayvens in Bristol is seeking a Real Time Coordinator to monitor staffing levels and optimise the customer journey through accurate resource planning and intra-day management. This office-based role requires commuting to Lyde Green, Bristol.

You will analyse live data, manage schedules, align agent skills, and support performance with forecasting and planned actions to maintain service levels. Experience in contact centres or resource planning is preferred.

Qualifications

• Strong attention to detail and service-oriented mindset.
• Confident decision maker with excellent interpersonal skills.
• Experience in a contact centre or resource planning environment.

Responsibilities

• Support balanced operational performance by managing offline activity.
• Optimise performance through shrinkage management and skill alignment.
• Lead operational decisions with performance insight and recommendations.
• Manage schedules and daily results to meet targets.
• Ensure daily resourcing updates are incorporated into plans.
• Identify risks to the operational plan and propose mitigations.
• Produce short-, mid-, and long-term plans for operations.
• Own intraday scheduling and shrinkage management with available tools.
• Assist teams in optimizing scheduling to match demand.

Skills

Attention to detail

Excel proficiency

Stakeholder communication

Decision making

Planning & scheduling

Multitasking

Problem solving

Job description

At Ayvens, progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

At Ayvens, progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

We are looking for a Real Time Coordinator 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 Lyde Green, Bristol, so ability to commute to the office is essential.

The Real Time Coordinator 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.

Key Responsibilities

• 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 elevate 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 centre or resource planning environment

This is currently a fixed term contract until September 2027

What we offer

Rewards & Financial Benefits

• Competitive pension scheme, Annual salary review and bonus scheme,
• Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000)
• Retail discounts programme, GymFlex membership options, Cycle to Work scheme

Health & Wellbeing

• Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance

Time Off & Work–Life Balance

• 25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days, Time allocated for personal development, Study support (where applicable).

Workplace & On Site Facilities

• Free parking (limited), EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience or current hours don’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!

Why Ayvens?

With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.