Real-Time Scheduling & Optimisation Leader

Jobtailor; Stirling; On-site; GBP 35,000 - 52,000; Full time

Job summary

Jobtailor is seeking an experienced Operations Planner to lead intraday scheduling and incident management across channels. You will own real-time performance monitoring, deploy resources, and respond rapidly to demand volatility.

The role requires strong analytical skills, proficiency with Verint and Excel, and a proven ability to influence stakeholders. You will collaborate with Planning teams to align forecasts with execution and drive service excellence for customers.

Qualifications

• Significant experience in Real-Time Management, Scheduling, or Short-Term Resource Planning.
• Strong end-to-end planning understanding.
• Advanced analytical capability interpreting live data.
• Experience using Workforce Management tools like Verint and strong Excel capability.
• Confident communicator; able to influence decisions at all levels.
• Highly organized; able to manage multiple service areas in a fast-paced environment.
• Visible leader with a customer-focused mindset and drive for operational excellence.

Responsibilities

• Lead the monitoring of live operational performance across all channels and identify service risks.
• Own intraday resource deployment and real-time reallocation decisions.
• Support incident management by escalating issues and activating playbooks.
• Own short-term scheduling lifecycle across all services and reflect forecast demand.
• Schedule breaks, training, leave, offline activity, and processing time.
• Manage shrinkage and articulate service impacts when thresholds are exceeded.
• Collaborate with Strategic Planners to align forecasts with execution.
• Produce plan-vs-actual, SLA, and intraday performance reporting.
• Define data requirements for robust reporting with Data & MI teams.
• Use insights to improve scheduling accuracy and intraday responsiveness.
• Act as primary operational planning interface with leadership.

Skills

Real-Time Management

Scheduling

Short-Term Resource Planning

Data analysis

Stakeholder influencing

Leadership

Tools

Verint

Excel

Job description

Jobtailor is seeking an experienced Operations Planner to lead intraday scheduling and incident management across channels. You will own real-time performance monitoring, deploy resources, and respond rapidly to demand volatility.

The role requires strong analytical skills, proficiency with Verint and Excel, and a proven ability to influence stakeholders. You will collaborate with Planning teams to align forecasts with execution and drive service excellence for customers.