Real Time Manager
Glasgow

About the Role

We are working for a great brand to source an exceptional Real Time Manager for their large yet still growing, thriving contact centre.
 
The company have multiple sites but this role will be based in the Glasgow site and as a result we are looking for someone who would either relocate to the area, already resides there or within travel distance.

You will lead a team of Real Time Analyst to deliver resource management of the schedule adherence, intra-day monitoring for the business.

The successful individual will have the following responsibilities:

You will monitor the performance of the advisors and work with the operational teams to deliver Real Time management for the business
You will manage and monitor - Service level/ AHT/ Advisor schedule
Provide feedback to the Head of planning on the RT effectiveness and accuracy of the wider business RP plan being implemented.
You will have a good background in communication with the business resource planning models

This role is for an experienced Contact Centre Real Time/ Intra-day Resource Planning professional who wants an amazing role in an amazing company. 

Please get in touch with Matt Affron 07753432891.

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