Real-Time Workforce Planner

Ayvens-1; West of England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Annual salary review

Bonus scheme

Employee referral scheme (£1,000)

Retail discounts

GymFlex membership options

Cycle to Work scheme

Life Assurance

Travel insurance

Dental insurance

Critical illness cover

Personal accident insurance

25 days annual leave

37.5 hour week

Job summary

Ayvens is seeking a Real Time Coordinator to monitor live customer levels and optimise the customer journey through precise resource planning and intra-day management. This role, based in Lyde Green, Bristol, requires commuting to the office and involves owning scheduling, shrinkage management and performance-driven decision making.

The successful candidate will analyse real-time data, align agent skills, communicate with stakeholders, and develop short-to-long-term plans to meet operational

Qualifications

• Strong attention to detail is essential.
• Service and target driven with good problem-solving abilities.
• Excellent interpersonal and communication skills across management levels.

Responsibilities

• Monitor real-time staffing and customer contacts to optimise the customer journey.
• Lead operational decision-making with performance insight and recommendations.
• Manage schedules and daily results to deliver targets and escalate risks as needed.
• Produce short/medium/long-term plans for Operations focusing on supply and demand.
• Own intra-day scheduling and shrinkage management using WFM tools.

Skills

Attention to detail

Results driven

Decision making

Interpersonal skills

Problem solving

Excel proficiency

Organization

Communication

Multitasking

Contact centre experience

Tools

Microsoft Excel

Job description

Ayvens is seeking a Real Time Coordinator to monitor live customer levels and optimise the customer journey through precise resource planning and intra-day management. This role, based in Lyde Green, Bristol, requires commuting to the office and involves owning scheduling, shrinkage management and performance-driven decision making.

The successful candidate will analyse real-time data, align agent skills, communicate with stakeholders, and develop short-to-long-term plans to meet operational