Real-Time Operations & Resource Planner

ALD AutoLeasing D; West of England; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive pension scheme

Annual salary review and bonus scheme

Give As You Earn (GAYE)

Employee referral scheme (£1,000)

Retail discounts programme

GymFlex membership options

Cycle to Work scheme

Job summary

Ayvens in Bristol is seeking a Real Time Coordinator to monitor real-time staffing levels and optimise the customer journey with precise resource planning. The role is office-based in Lyde Green, requiring commuting to the Bristol site.

You will analyse real-time data, forecast demand, and maintain resource models to ensure adherence to plans and metrics. The position is fixed-term until September 2027, offering benefits and a focus on continuous improvement in customer experience.

Qualifications

• Strong attention to detail.
• Service and target-driven.
• Confident in decision making.
• Excellent interpersonal relationships with stakeholders at different levels.
• Problem solving capabilities.
• Proficient in Microsoft Excel.
• Strong organization and resource planning skills.
• Confident in presenting written and verbal explanations.
• Experience in a contact centre or resource planning environment.

Responsibilities

• Support the delivery of a balanced operational performance across a customer service environment.
• Optimise performance through shrinkage management and agent skill alignment.
• Lead operational decision making with performance insight and recommendations.
• Manage schedules and daily results to meet targets.
• Ensure all resourcing updates are in daily planning and scheduling.
• Identify risks to the operating plan and propose mitigations.
• Produce short, medium and long term plans for operations focusing on supply and demand.
• Own intra-day scheduling and shrinkage management using WFM tools.
• Support operational teams in scheduling resource to match demand.

Skills

Attention to detail

Service oriented

Decision making

Stakeholder comms

Problem solving

Excel

Organization planning

Presentation skills

Multi-tasking

Contact centre exp

Tools

WFM tools

Microsoft Excel

Job description

Ayvens in Bristol is seeking a Real Time Coordinator to monitor real-time staffing levels and optimise the customer journey with precise resource planning. The role is office-based in Lyde Green, requiring commuting to the Bristol site.

You will analyse real-time data, forecast demand, and maintain resource models to ensure adherence to plans and metrics. The position is fixed-term until September 2027, offering benefits and a focus on continuous improvement in customer experience.