Real Time Coordinator

LPUK LeasePlan UK Ltd; West of England; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

Annual salary review

Bonus scheme

Employee referral scheme (£1,000)

Job summary

Ayvens in Bristol is seeking a Real Time Coordinator to monitor live contact levels and optimise the customer journey through accurate resource planning. You will analyse real-time staffing, forecast demand, and manage intra-day schedules to meet targets.

In this office-based role, you will work with operations teams to balance supply and demand, develop resource models, and drive improvements in planning metrics while maintaining service standards.

Qualifications

• Experience with real-time staffing and scheduling in a contact centre or similar environment.
• Strong forecasting and planning skills with attention to detail.
• Excellent communication with multiple management levels.

Responsibilities

• Support balanced operational performance through real-time monitoring and offline activity.
• Align agent skills and shrinkage to meet targets.
• Lead decision making with performance insights and recommendations.
• Manage schedules and daily results to deliver agreed targets.
• Ensure resourcing updates are included in daily planning.
• Identify risks and escalate with mitigation plans.
• Produce short, medium and long term plans for Operations.
• Own intra-day scheduling and shrinkage management using WFM.

Skills

Real-time monitoring

Resource planning

Scheduling

Excel

Stakeholder comms

Problem solving

Tools

WFM systems

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. 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 escalating 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

• 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.

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