Workforce Real Time Co-ordinator

Salary: £29,064-£31,537

Grade: G

Contract: Permanent

Hours: 37 per week

Location: Northallerton, North Yorkshire

Hybrid working, with an office base of Northallerton, Harrogate, Scarborough or Selby.

Weekend Working – Possible.

The Role

We are looking for a Real Time Analyst to support the Intraday manager by ensuring all real-time plans are rolled out effectively. To liaise with all Service Teams and other stakeholders both internal and external to ensure business needs are understood and met. You will need a high level of resilience to deal with ever changing internal and external customer needs across a variety of contact channels and multiple locations.

Your focus each day will be maintaining a high level of customer support, whilst being mindful of the team’s workload and prioritising their physical and mental wellbeing.

Work Base

Whilst the initial 4 week induction for the role would be in Northallerton, your base would be one of the NYC office locations of Northallerton, Harrogate, Scarborough or Selby—depending on which is closest to you. The role offers the opportunity to work in a hybrid way, with a typical week split between working from home and your office base. The flexibility of the hours allows for a positive work/life balance.

What you can bring

• Experience in real time management and omni channel management
• Experience in producing agent schedules that meet business needs – specifically in a contact centre environment

To be successful in the role, you will need:

• A high level of attention to detail
• An ability to collaborate with stakeholders, both within the team and at a more senior level
• An ability to take the team on the journey, articulating the desired outcome and working with the team to explore new opportunities to provide excellent service

Why work for us?

In addition to your salary, we offer a range of great benefits to help you financially and make life a bit easier.

• local government pension scheme with 18.1% employer contribution
• salary sacrifice schemes
• employee discount benefits including shopping, supermarkets, gym discounts and more!
• travel loans
• Health Assured – confidential help and support for your wellbeing

Equal Opportunity Statement

NYC is committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment. North Yorkshire Council’s purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services, we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.