Real Time and Workflow Manager - Workforce Planning

As a Real Time and Workflow Manager in our Contact Centre Operations team, you will play a pivotal role in ensuring the seamless performance of our contact centre. You will lead a dynamic team responsible for real-time monitoring and back-office workflow management, optimizing staffing levels to meet customer demand and maintaining service excellence. This role offers the opportunity to collaborate with various stakeholders to drive efficiency and innovation in a 24/7 operational environment.

Job Responsibilities:

• Lead and manage a team of real-time and workflow associates, fostering a collaborative and high-performance culture.
• Develop strategies and processes to build a strong, self-sufficient real-time and workflow team that collaborates effectively with partners and stakeholders.
• Regularly review and update delivery plans, making recommendations to senior leadership for effective execution in operations.
• Serve as the primary point of contact for real-time operational issues, communicating with divisional leads and other stakeholders to resolve issues promptly.
• Oversee workforce management functions, coordinating changes across sites and business functions to support the overall business strategy.
• Manage the allocation and prioritization of back-office tasks, ensuring efficient work distribution and timely completion.
• Drive process improvement and best practices to ensure optimal service levels and staffing.
• Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions.
• Manage regulatory control reports and auditing processes to ensure compliance with industry standards.
• Oversee procedure and policy documentation, including real-time playbook documentation.
• Perform additional duties as assigned to support the contact centre’s objectives.

Required Qualifications, Capabilities, and Skills:

• Experience in a financial services call/contact centre.
• Proven management and leadership experience.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficiency in Microsoft Office products (Excel, Word, PowerPoint).
• Strong knowledge of telephony/call routing and workforce management platforms.
• Understanding of cross-business workforce management practices.
• Experience leading or supporting project initiatives.
• Excellent communication skills.
• Experience in business analysis, reporting, problem identification, resolution, and root cause analysis.
• Ability to collaborate effectively with business partners.
• Demonstrated ability to influence people at various levels internally and externally.

Preferred Qualifications, Capabilities, and Skills:

• Professional qualifications from reputable training institutes or professional bodies.
• Experience in process improvement and innovation in a contact centre environment.
• Familiarity with regulatory compliance in the financial services industry.

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