WFM Real Time Manager

TN United Kingdom; London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

An established industry player is seeking a WFM Real Time Manager to lead a dynamic team in optimizing customer experiences across various channels. This pivotal role involves real-time decision-making, data analysis, and collaboration with cross-functional teams to enhance service delivery. As the Insurance sector undergoes transformation, your innovative ideas will shape the future of workforce management. Enjoy the flexibility of hybrid working arrangements while being part of a supportive environment that values exceptional contributions and offers a comprehensive benefits package.

Benefits

Flexible working hours

25 days holiday plus bank holidays

Pension scheme matched up to 10%

Colleague discounts

Enhanced maternity and paternity leave

Performance-related bonus

Access to Saga Academy learning platform

Qualifications

• Significant experience in real-time processes and WFM systems.
• Expertise in statistics and forecasting techniques.

Responsibilities

• Optimize call routing across Insurance contact centres.
• Conduct root cause analysis to improve Service Levels.
• Implement best practices within the Real-Time team.

Skills

Team Leadership

Analytical Skills

Communication Skills

Problem-Solving

Forecasting

WFM Systems

Stakeholder Engagement

Job description

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Salary £28,000 - 36,000 dependent on experience

Permanent

Flexible working patterns on discussion

Hybrid – Home and London Hub

As a WFM Real Time Manager, you’ll lead a team of 5 analysts to deliver first-class real-time execution to optimise customer and colleague experience across our Sales, Service, and Claims teams.

You will possess strong initiative, team leadership, influencing skills, excellent judgement, and the ability to attract and develop a high-performing team of 5.

This is an exciting time to join Saga’s WFM team, as our Insurance business is undergoing a transformation in how we view WFM. You will join at a pivotal point, and your ideas and solutions will shape our future direction.

We offer flexibility in your work location—either from home or in one of our hubs in London, Ashford, or Sandwich.

Role Responsibilities

Reporting to and working closely with the Capacity & Planning Manager, you will optimize call routing across our Insurance contact centres and ensure that calls are directed to the appropriate teams.

Other responsibilities include:

1. Assess real-time requests to understand their impact on Service Levels.
2. Make real-time decisions on call routing based on circumstances and customer demand.
3. Conduct root cause analysis to identify misses in Service Levels through data analysis.
4. Provide feedback to the wider WFM team regarding variances to forecasted activity.
5. Implement best practice processes within the Real-Time team.
6. Develop succession plans by matching skills to tasks and deploying personal development plans to maximise team potential.
7. Conduct continuous improvement activities to deliver cost savings and enhance employee and customer experience.
8. Collaborate with external providers to maximize their offerings, develop team knowledge, and maintain strong relationships with clear communication.

The Ideal Candidate

The candidate will have significant experience in real-time processes, working with WFM systems, and demonstrating expertise in statistics, forecasting, and MI techniques.

Additional skills include:

• Proven results through cross-functional collaboration.
• Excellent communication skills, capable of conveying complex concepts clearly.
• Strong interpersonal skills for building internal and external relationships and stakeholder engagement.
• Advanced analytical and problem-solving abilities.
• High attention to detail.
• Commercial and financial awareness, understanding the impact of failures on business costs.
• Strong numeracy, statistical, and reporting skills for data analysis and trend management.
• Results-oriented, organised, and capable of planning and meeting deadlines.

Package Description

Our colleagues deliver exceptional customer experiences, and we believe that exceptional work deserves exceptional rewards. We offer a comprehensive benefits package.

We provide flexible work arrangements—either from home or in our hubs in London, Ashford, or Sandwich.

Benefits for All Colleagues:

• 35-hour workweek with flexible scheduling.
• 25 days holiday plus bank holidays.
• Option to purchase up to 5 additional leave days.
• Pension scheme matched up to 10%.
• Colleague discounts on cruises, holidays, and more.
• Discounts from leading retailers, travel, and entertainment providers.
• Enhanced maternity and paternity leave.
• Grandparents leave.
• Performance-related annual bonus up to 5%.
• Income protection.
• Access to Saga Academy learning platform.