Scheduling & Real-Time Optimisation Manager
Core
Lead real-time and short-medium term resource planning for a contact centre and operational support environment, optimizing workforce deployment to meet forecast demand and protect service levels.
Role type
Senior Workforce Management / Operational Planning Manager
Builds
Optimized daily schedules and intraday resource allocation for Contact Centre, Complaints, and Back Office services
Domain
Financial Services / Insurance Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Real-time management, short-term resource planning, intraday decision making, shrinkage control, stakeholder influence, data interpretation, workforce management system administration
Preferred skills
Advanced analytical capability, experience with Verint or similar WFM tools, strong Excel proficiency, strategic planning alignment
Technologies
Verint, Excel
Responsibilities
Monitor live operational performance and implement tactical interventions; own intraday resource deployment and reallocation; manage short-term scheduling lifecycle including breaks, leave, and training; produce plan-vs-actual and SLA reporting; act as custodian of the Workforce Management system; collaborate with Quality and Planning teams on skilling requirements
Seniority
Senior, hands-on IC with leadership presence