Service & Scheduling Lead: WFM & Real-Time Delivery

Aviva; Norwich; Hybride; GBP 40 000 - 50 000; Plein temps

Avantages offerts par ce poste

Pension scheme

20-29 days holidays (plus bank)

Private medical benefit

Employee discounts

Share save plan

Résumé du poste

Aviva is seeking a Service and Scheduling Lead to oversee scheduling and real-time service delivery across Retail and Partner Operations. The role focuses on aligning workforce planning with business priorities and customer demand, leading a 27‑person team, and delivering high-quality insights and operational support.

You will influence decisions impacting performance, customer experience, and future planning while managing a fast-paced, cross-functional environment and flexibility in location

Qualifications

• Experience in workforce management or scheduling within a contact centre environment.
• Advanced analytical capability to interpret complex datasets and translate insight into recommendations.
• Excellent communication and stakeholder engagement skills, able to influence senior levels.

Responsabilités

• Lead a combined team of 27 specialists across Scheduling and Real-Time Service Delivery.
• Ensure high-quality insight, reporting, and operational support.
• Accountable for optimising resource planning and advancing real-time service performance.

Connaissances

Workforce management

Scheduling in contact centre

Data analysis

Stakeholder engagement

Leadership and coaching

Outils

Verint

NICE

Nuance

Qlik

Five9

Description du poste

Aviva is seeking a Service and Scheduling Lead to oversee scheduling and real-time service delivery across Retail and Partner Operations. The role focuses on aligning workforce planning with business priorities and customer demand, leading a 27‑person team, and delivering high-quality insights and operational support.

You will influence decisions impacting performance, customer experience, and future planning while managing a fast-paced, cross-functional environment and flexibility in location