Scheduling & Service Lead – Data-Driven Ops

Aviva plc; Perth; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Bonus opportunity 10%

Generous pension scheme

29 days holiday plus bank holidays

Private Medical Benefit

Discount on Aviva products

Matching Share Plan

Save As You Earn scheme

Parental and carer’s leave

Flexible benefits and sustainability (

Cycle to work

Paid volunteering days

Wellbeing support

Job summary

Aviva plc in the United Kingdom is seeking a Service and Scheduling Lead to drive workforce planning and scheduling across Retail and Partner Operations. You will lead a combined team of about 9 specialists across Scheduling and Real-Time Service Delivery, delivering high-quality insights, reporting and operational support to align with business priorities.

The role emphasizes turning data into recommendations, influencing senior stakeholders, and owning service delivery improvements with a

Qualifications

• Strong experience in workforce management or scheduling within a contact centre environment, with proficiency in systems such as Verint, NICE, Nuance, Qlik or Five9.
• Advanced analytical capability with the ability to interpret complex datasets and translate insight into meaningful recommendations.
• Excellent communication and stakeholder engagement skills, able to convey complex ideas clearly and influence at senior levels.
• Proven leadership experience, with the ability to coach, develop and motivate teams in a dynamic and changing environment.
• Ability to plan, prioritise and manage workflows effectively while driving continuous improvement in processes, technology, and customer journeys.

Responsibilities

• Lead combined team of around 9 specialists across Scheduling and Real-Time Service Delivery, ensuring high-quality insight, reporting, and operational support.
• Accountable for optimizing resource planning and advancing real-time service performance.
• Influence decisions that directly impact customer experience, performance and future planning.

Skills

Workforce management

Scheduling

Data analysis

Stakeholder management

Leadership

Workflow optimization

Tools

Verint

NICE

Nuance

Qlik

Five9

Job description

Aviva plc in the United Kingdom is seeking a Service and Scheduling Lead to drive workforce planning and scheduling across Retail and Partner Operations. You will lead a combined team of about 9 specialists across Scheduling and Real-Time Service Delivery, delivering high-quality insights, reporting and operational support to align with business priorities.

The role emphasizes turning data into recommendations, influencing senior stakeholders, and owning service delivery improvements with a