Real Time Manager - Customer Services

Unlock Your Potential: Real-Time Manager Opportunity at RS

Are you a strategic thinker with a passion for optimizing customer experiences? RS, an award-winning organisation, is seeking a dynamic and experienced Real-Time Manager to join our vibrant Customer Interactions team. This is a unique opportunity to make a significant impact within a forward-thinking company that values its employees and their well-being.

This role offers the flexibility of a hybrid work model, blending the collaborative environment of our offices with the convenience of remote work. This balance is designed to support productivity and employee engagement.

What You'll Drive:

• Lead and mentor a team of Senior Interaction Advisors, fostering a high-performance culture.
• Ensure outstanding customer experience by effectively managing real-time customer operations resources.
• Proactively respond to forecasted demand, ensuring desired service levels are consistently met.
• Mitigate business and customer impact by identifying and addressing risks to service delivery.
• Optimize staffing and multichannel customer service availability.
• Collaborate with the UK Planning Team to develop robust schedules based on demand, handling times, trends, and historical data.
• Balance employee engagement with the achievement of critical business Service Level KPIs.
• Analyze reports to identify opportunities for improving productivity and profitability.
• Spearhead the integration and implementation of new call centre technologies, driving innovation.
• Act as a Business Incident Manager, effectively resolving issues and minimizing customer disruption in collaboration with IT.

Key Considerations for Your Career Path:

• Leadership Growth: This role provides a direct opportunity to lead and develop a team, honing your managerial and coaching skills.
• Strategic Impact: You will be instrumental in shaping customer service delivery, directly influencing customer satisfaction and business performance.
• Technological Advancement: Leading the implementation of new technologies offers exposure to cutting-edge call centre solutions, keeping your skillset current.
• Data-Driven Decision Making: The emphasis on analyzing data and making recommendations will sharpen your analytical and problem-solving abilities.
• Cross-Functional Collaboration: Working closely with Planning, IT, and other stakeholders will broaden your understanding of business operations and enhance your communication skills.
• Continuous Improvement: The potential to work with a Continuous Improvement qualification and experience in a Planning environment (though not essential) suggests a culture that encourages learning and development.

What RS Values in You:

• Proven experience in call centre management and its associated responsibilities.
• Familiarity with various forecasting and scheduling software.
• Excellent organizational skills, with a keen eye for detail.
• Demonstrated ability to prioritize workloads, meet deadlines, and manage multiple tasks effectively.
• Strong communication skills, capable of conveying complex contact centre data and forecasts clearly to all stakeholder levels.

Desirable, but not essential:

• A qualification in Continuous Improvement.
• Experience working within a Planning environment.

Beyond the Role: Comprehensive Benefits at RS

At RS, we are committed to supporting our employees' well-being and fostering an inclusive environment. In addition to standard benefits expected from a FTSE-listed company, including an annual performance bonus, enhanced maternity and paternity leave, and private healthcare, we are proud to offer:

• Health and Wellness Support: Financial assistance for managing ongoing health conditions and comprehensive support for neurodiverse colleagues and families.
• Women's Health Initiatives: Tailored support across various life stages, including fertility assistance, endometriosis and menopause support.
• Inclusive Healthcare: Enhanced coverage for all, with specific provisions for the diverse needs of trans and non-binary colleagues, including voice coaching and gender affirmation surgery.
• Family Support: Expanded fertility coverage, including IVF for lesbian couples, and resources for surrogacy and adoption.

This role is an excellent opportunity for a motivated professional looking to advance their career in a supportive and innovative environment. If you're ready to make a real difference, we encourage you to explore this exciting prospect.