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For Companies At a Glance
- Tasks: Lead a team to ensure top-notch customer service and manage real-time operations.
- Company: Join RS UK & Ireland, an award-winning organisation in the electrical and electronics sector.
- Benefits: Enjoy hybrid work, performance bonuses, private healthcare, and inclusive support policies.
- Why this job: Be part of a dynamic team that values employee engagement and innovation in customer service.
- Qualifications: Experience in call centre management and knowledge of forecasting software is essential.
- Other info: This role offers opportunities for continuous improvement and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Real Time Manager – Customer Services role at RS UK & Ireland. This role is offered on a hybrid basis, combining time in the office with remote work. You will join the customer interactions team within our award-winning organisation as a Real-Time Manager, managing a team of 2 Senior Interaction Advisers and ensuring real-time management of customer operations resources to achieve outstanding customer experience service levels.
Managing forecasted demand and responding to volumes to maintain the desired service level and mitigate any business or customer impact when our service offer is at risk.
Responsibilities
- Ensure appropriate staffing allocation and multichannel Customer Service availability.
- Monitor sites to maintain optimal staffing levels and collaborate with the UK Planning Team to deliver robust schedules by projecting demand and using trends and historical data (e.g., average handling times).
- Balance employee engagement with meeting business Service Level KPIs.
- Review reports and make recommendations to improve productivity and profitability.
- Lead the integration and implementation of new call centre technologies.
- Act as a Business Incident Manager, raising and monitoring incidents to mitigate customer impact while working with IT partners to resolve issues efficiently.
What you will have done previously
- Experience in call centre management and related responsibilities.
- Knowledge of forecasting/scheduling software.
- Strong organisational skills and the ability to prioritise workloads, meet deadlines, and handle multiple tasks with attention to detail.
- Ability to communicate Contact Centre data/forecasts to stakeholders at all levels in an understandable way.
Nice to have
- Continuous Improvement qualification
- Experience of working in a Planning environment
What You’ll Get
At RS, benefits include annual performance bonus, enhanced maternity and paternity leave, private healthcare, and new Inclusive policies in the UK&I. These include health condition support with up to £500/year for monitoring and consultation, neurodiversity support, women’s health support (fertility, menopause), inclusive healthcare with gender identity considerations, and fertility cover additions (IVF for lesbian couples, surrogacy/adoption support).
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Appliances, Electrical, and Electronics Manufacturing
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Real Time Manager - Customer Services employer: RS UK & Ireland
Contact Detail:
RS UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Manager - Customer Services
✨Tip Number 1
Familiarise yourself with the latest call centre technologies and forecasting/scheduling software. Being knowledgeable about these tools will not only help you in the interview but also demonstrate your commitment to staying current in the industry.
✨Tip Number 2
Prepare to discuss specific examples of how you've managed staffing levels and improved service levels in previous roles. Use metrics and data to back up your achievements, as this will show your analytical skills and ability to drive results.
✨Tip Number 3
Network with professionals in the customer service and call centre management fields. Engaging with others in the industry can provide insights into best practices and may even lead to referrals or recommendations for the role.
✨Tip Number 4
Demonstrate your understanding of balancing employee engagement with business KPIs during your discussions. Highlighting your approach to maintaining team morale while achieving targets will resonate well with the hiring managers.
We think you need these skills to ace Real Time Manager - Customer Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre management and any specific skills related to forecasting and scheduling software. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about customer service and how your previous experiences have prepared you for the Real Time Manager position. Mention your ability to balance employee engagement with business KPIs.
Showcase Your Analytical Skills: Provide examples of how you've used data to make decisions in past roles. Discuss any experience you have with monitoring performance metrics and making recommendations for improvement.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with call centre technologies and your approach to managing staffing levels. Be ready to discuss how you would handle real-time challenges in customer service.
How to prepare for a job interview at RS UK & Ireland
✨Showcase Your Call Centre Experience
Make sure to highlight your previous experience in call centre management. Be prepared to discuss specific examples of how you've managed teams, handled customer interactions, and improved service levels.
✨Demonstrate Your Forecasting Skills
Since the role involves managing forecasted demand, be ready to talk about your experience with forecasting and scheduling software. Discuss how you've used data to project demand and maintain optimal staffing levels.
✨Communicate Clearly
You’ll need to communicate complex data and forecasts to various stakeholders. Practice explaining technical information in a clear and concise manner, ensuring that it’s understandable for all levels of the organisation.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding real-time management and incident handling. Think of scenarios where you successfully mitigated customer impact and be ready to share those experiences.
