Real-Time Scheduling & Optimisation Lead

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

Benefits offered by this job

Pension up to 18%

Share Save & Share Incentive Plan

38 days annual leave

Inspiring Families policy

Private Healthcare

Job summary

M&G is seeking a Scheduling & Real-Time Optimisation Manager to lead a high‑performing workforce planning function across Contact Centre, Complaints, Back Office, and related services.

The role requires strong leadership, deep analytical capability, and the ability to translate forecasts into executable intraday schedules while balancing customer outcomes, cost control, and colleague experience.

Qualifications

• Significant experience in Real-Time Management, Scheduling, or Short-Term Resource Planning within a contact centre or operational service environment.
• Advanced analytical capability to interpret live data and act under pressure.
• Proven experience using Workforce Management tools (e.g. Verint) and strong Excel capability.
• Confident communicator with ability to influence decisions at all levels.

Responsibilities

• Lead the monitoring of live operational performance across all channels, identifying service risks and implementing interventions to maintain SLA adherence.
• Own intraday resource deployment and real‑time decisions on reallocation, skill movements, overtime, and priority shifts.
• Support incident management by identifying risks, escalating issues, and activating playbooks and mitigations.
• Own the short‑term scheduling lifecycle across services, reflecting forecast demand and shrinkage targets.
• Ensure scheduling of breaks, lunches, training, annual leave, offline activity and processing time.
• Proactively manage shrinkage through tracking planned vs actual usage and articulating impacts when thresholds are exceeded.
• Collaborate with Strategic Planners to align forecast demand and workforce plans with execution.
• Produce plan‑vs‑actual, SLA, and intraday performance reporting for decision making.
• Define data requirements with Data & MI teams for robust reporting.
• Use insights to improve scheduling accuracy, intraday responsiveness, and planning effectiveness.
• Act as primary interface building relationships with operational leaders.
• Communicate risks, options, and impacts clearly during disruptions or underperformance.
• Educate stakeholders on how planned activity affects customer outcomes and performance.
• Manage Workforce Management system data governance and scheduling.

Skills

Real-Time Management

Scheduling

Short-Term Resource Planning

Live data interpretation

Verint (workforce tools)

Excel

Influencing decisions

Multi‑team coordination

Tools

Verint

Job description

M&G is seeking a Scheduling & Real-Time Optimisation Manager to lead a high‑performing workforce planning function across Contact Centre, Complaints, Back Office, and related services.

The role requires strong leadership, deep analytical capability, and the ability to translate forecasts into executable intraday schedules while balancing customer outcomes, cost control, and colleague experience.