In association with

Real-Time Specialist, Leeds

Job Title: Real-Time Specialist
Location: Leeds

Role Purpose
Working as an integral part of the Operational Support team, the role holder is accountable for the delivery of contractual service levels within our contact centre environments, delivering a best in class service for our customers.

Providing real-time insight into capacity management, and taking tactical remedial action where necessary, the role holder is responsible for partnering senior operational leadership in making informed decisions to drive the effective and efficient delivery of our inbound contact strategy. 

Key Accountabilities

  • Managing the delivery of inbound customer contact (telephony and digital), in line with contractual service levels
  • Real-time management of the operational capacity plans, driving productivity and maximising efficiencies to achieve operational commitments in line with operational budget requirements
  • Deployment and execution of the inbound contact strategy in the real-time environment, maximising benefits through schedule adherence, oversight and skill prioritisation
  • Key first line of defence in respect of incident management, managing incidents (people, process or technical)  impacting service delivery through to resolution and impact analysis
  • Ownership of changes to scheduling and live forecasts that reshape the resourcing plan with a balanced and pragmatic view of delivering commericals against service delivery

Additional Responsibilities

  • Responsible for communicating the real-time position versus schedule forecasts to front line management up to senior leadership at Director level, including appropriate escalation where necessary
  • Responsible for partnering with wider Business Planning team to adjust and realign capacity plans further to real-time activity  
  • Responsible for developing a strategic outlook to deliver a longer-term virtual contact centre with outsourced third party
Skills and Experience
  • Previous real-time experience within the contact centre industry 
  • Working knowledge of real-time analytics tools such as Aspect workforce manager
  • Working knowledge of an Avaya based telephony platform and a demonstrable understanding of relevant call routing / IVR servicing strategies
  • Excellent organisational skills with the ability to perform under pressure
  • Broad thinker – gathers insight and has strong analytical skills
  • Stakeholder management with the ability to present large amounts
    of data effectively
  • High level impact and influencing skills
  • Highly numerate
  • Creative problem solver
  • Attention to detail
  • Strong communicator
  • Previous experience in financial services with an understanding of a regulated environment
  • Working knowoldge of Verint and / or similar speech analytics tools
  • Preivous experience of managing workflow of digital customer contact such as webchat
  • Competent in the use of Microsoft Office applications

Personal Attributes

  • Strong team player with a requirement to own and manage own workload
  • Conducts self with highest levels of integrity
  • Excellent attention to detail
  • Ability to build strong relationships with a broad variety of stakeholders

For more information or to apply please email



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