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- Tasks: Lead real-time workforce management to optimise performance and enhance customer experience.
- Company: Join a global company with a vibrant office culture in Belper.
- Benefits: Competitive salary of £30k plus bonus, with opportunities for career growth.
- Other info: Dynamic role with a focus on continuous improvement and teamwork.
- Why this job: Make impactful decisions that drive efficiency and improve service quality.
- Qualifications: Experience in real-time management and strong analytical skills required.
The predicted salary is between 30000 - 42000 £ per year.
Inspire Resourcing are thrilled to be recruiting for a global company within their office in Belper. Duties include: * Develop a structured forecast and strategy to support business objectives, KPI’s, SLA’s and strategies for a successful delivery of workload against resource capabilities. * Effectively communicate actions and guidelines to be followed by Team Managers and agents. Facilitate real-time communication with Planning and WFM Lead and across departments to coordinate responses to emerging issues, ensuring a unified approach to problem resolution. * Implement and enforce adherence to schedules, breaks, and other performance metrics to maximise productivity and meet service level agreements. Prepare and deliver regular real-time performance reports to senior management, highlighting key performance indicators and areas for improvement. * Oversee the real-time monitoring of operational performance, including call queues, agent adherence, and service levels, to ensure optimal customer experiences. * Make real-time decisions on staffing levels, skill assignments, and adjustments to meet changing demand, maintaining an optimal balance between service quality and operational efficiency. Ownership of results and KPIs related to the performance of the area in Vonage/Monet: service levels, occupancy, utilisation, AHT, etc. * Deliver root cause analysis to identify misses in Service Levels through deep dives of data whilst driving continuous improvement reviews and activities to deliver cost savings and efficiencies, improving employee and customer experience. What we’re looking for: * Proven experience in real-time management within a contact centre or customer service environment. * Proficiency in real-time monitoring software and workforce management tools. * Strong analytical and problem-solving skills, with the ability to make quick, data-driven decisions. * Exceptional communication skills, both written and verbal, and the ability to convey real-time information effectively. * A bachelor’s degree in business, Operations Management, or a related field with relevant certifications is advantageous for applicants. * GCSE grade C or equivalent in maths and English are a required for this role, a Level 5 Customer Service qualification is beneficial. Full Time Permanent Salary £30k plus bonus
Real time work force Manager employer: Inspire Resourcing Ltd
Contact Detail:
Inspire Resourcing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real time work force Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common questions related to real-time management and workforce strategies. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your skills effectively!
✨Tip Number 3
Showcase your analytical skills during the interview. Be ready to discuss how you've used data to make decisions in past roles. Bring examples of reports or analyses you've done that led to improvements in service levels or operational efficiency.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Real time work force Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real Time Workforce Manager role. Highlight your experience in real-time management and any relevant software you've used. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've tackled similar challenges in the past, and don’t forget to show your enthusiasm for joining our team.
Showcase Your Analytical Skills: Since this role involves a lot of data-driven decision-making, make sure to highlight your analytical skills in your application. We love seeing how you’ve used data to improve performance or solve problems in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Inspire Resourcing Ltd
✨Know Your Numbers
As a Real Time Workforce Manager, you'll need to be comfortable with KPIs and metrics. Brush up on relevant statistics and be ready to discuss how you've used data to drive decisions in past roles. This shows you understand the importance of performance metrics.
✨Communicate Clearly
Exceptional communication skills are a must for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few examples of how you've effectively communicated strategies or guidelines in previous positions.
✨Show Your Problem-Solving Skills
Be prepared to discuss specific instances where you've tackled real-time issues in a contact centre environment. Highlight your analytical approach and how you made data-driven decisions to resolve problems quickly and efficiently.
✨Demonstrate Continuous Improvement Mindset
This role involves driving efficiencies and improvements. Think of examples where you've implemented changes that led to better service levels or cost savings. Showing that you're proactive about continuous improvement will set you apart from other candidates.