Strategic Scheduling & Service Delivery Lead

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

Benefits offered by this job

Bonus 10%

Pension scheme

Holiday 29 days

Private Medical Benefit

Share plan

Save As You Earn

Parental and carer’s leave

Flexible benefits

Volunteer days

Wellbeing support

Cycle to work

Job summary

Aviva is hiring for a senior scheduling and workforce planning role in the UK. You will lead a team of 27 specialists across Scheduling and Real-Time Service Delivery, aligning resources with business priorities and demand. You’ll influence decisions that improve performance and customer experiences.

The role emphasizes data insight, reporting, and continuous improvement across operations. You’ll work in a flexible hybrid model, with generous benefits and opportunities to develop people and

Qualifications

• Experience in workforce management or scheduling within a contact centre.
• Strong ability to interpret datasets and translate insights into recommendations.
• Excellent communication and stakeholder engagement; senior level influence.
• Proven leadership experience; coaching and team development.
• Ability to prioritise, plan and drive continuous improvement in processes.

Responsibilities

• Lead a combined team of specialists across Scheduling and Real-Time Service Delivery.
• Optimise resource planning and advance real-time service performance.
• Influence decisions with operational leaders and SLTs to improve customer experience.

Skills

Workforce management

Scheduling in contact centre

Analytical thinking

Communication

Leadership

Workflow planning

Tools

Verint

NICE

Nuance

Qlik

Five9

Job description

Aviva is hiring for a senior scheduling and workforce planning role in the UK. You will lead a team of 27 specialists across Scheduling and Real-Time Service Delivery, aligning resources with business priorities and demand. You’ll influence decisions that improve performance and customer experiences.

The role emphasizes data insight, reporting, and continuous improvement across operations. You’ll work in a flexible hybrid model, with generous benefits and opportunities to develop people and