Real-Time Scheduling & Optimisation Lead

M&G; Scotland; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension up to 18%

Share Save Plan

38 days annual leave

Inspiring Families policy

Private Healthcare

Job summary

M&G Life is seeking a Scheduling & Real-Time Optimisation Manager to lead a high-performing resource planning function across contact channels and support services. You will translate forecasts into executable, real-time schedules and steer intraday performance with data-driven judgment, impacting service levels, costs, and colleague experience.

The role sits at the intersection of strategic planning and operations, requiring strong leadership, analytical skills, and an ability to influence

Qualifications

• Significant experience in Real-Time Management, Scheduling, or Short-Term Resource Planning within a contact centre, complaints, or operational service environment.
• Strong understanding of the end-to-end planning cycle and how strategic forecasts translate into live operational delivery.
• Advanced analytical capability with the ability to interpret live data and act decisively under pressure.
• Proven experience using Workforce Management tools (e.g. Verint) and strong Excel capability.
• Confident communicator with the ability to influence operational decisions and challenge constructively at all levels.
• Highly organised and able to manage multiple service areas simultaneously in a dynamic, fast-paced environment.
• An experienced, visible and credible leader with a strong customer-focused mindset and passion for operational excellence.

Responsibilities

• Lead monitoring of live operational performance across channels and implement tactical interventions to maintain service levels.
• Own intraday resource deployment and real-time decision-making on reallocation and shifts to meet demand.
• Support incident management by identifying risks and activating playbooks and mitigations.
• Own the short-term scheduling lifecycle across services to reflect forecast demand and priorities.
• Ensure scheduling of breaks, training, leave, offline activity and processing time.
• Proactively manage shrinkage through robust scheduling and tracking usage.
• Collaborate with Strategic Planners to align forecast demand with staffing.
• Produce plan-vs-actual, SLA, and intraday reporting for decision-making.
• Define data requirements with Data & MI teams for robust reporting.
• Influence stakeholders on the impact of planned activity on outcomes.
• Act as custodian of Workforce Management system for scheduling and intraday activity.

Skills

Real-Time Management

Scheduling

Short-Term Planning

Excel

Verint

Stakeholder Influence

Tools

Verint

Job description

M&G Life is seeking a Scheduling & Real-Time Optimisation Manager to lead a high-performing resource planning function across contact channels and support services. You will translate forecasts into executable, real-time schedules and steer intraday performance with data-driven judgment, impacting service levels, costs, and colleague experience.

The role sits at the intersection of strategic planning and operations, requiring strong leadership, analytical skills, and an ability to influence