WFM Real Time Manager

Job Introduction

WFM Real Time Manager

Salary £28,000 - 36,000 dependent on experience

Permanent   

Flexible working patterns on discussion

Hybrid – Home and London Hub

As a WFM Real Time Manager, you’ll lead a team of 5 analysts to deliver a first-class real-time execution to optimise customer and colleague experience, across both our Sales & Service & Claims teams. 

You will possess strong initiative, team leadership, influencing and excellent judgement, as well as the ability to attract and grow your high-performing team of 5.

This is a truly exciting time to join our WFM team at Saga as our Insurance business undergoes a transformation regarding how we view WFM. You will join at a pivotal point in this journey, and your ideas and solutions will shape how we proceed.

We offer flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

Role Responsibility

Reporting to, and working closely with the Capacity & Planning Manager you’ll the optimise call routing process across our Insurance contact centres and ensure that we are delivering the right calls to the right people

Other accountabilities include:

• Assess any real-time requests to understand the impact on Service Levels
• Making real-time decisions on how to best route calls depending on the circumstances and customer demand
• Deliver root cause analysis to identify misses in Service Levels through deep dives of data
• Provide feedback to WFM colleagues in the wider team of any variance to plan in terms of forecasted activity
• Ensure implementation of best practice processes across the Real-Time team
• Building a strong line of succession planning in my team, matching skills & strengths to the right tasks and deploying personal development plans to maximise potential when needed
• Deliver continuous improvement reviews and activities to deliver cost savings and efficiencies whilst improving employee and customer experience
• Working with external providers to maximise the potential of existing offerings to ensure full benefits are realised, develop team knowledge and maintain consistent working relationships with clear dialogue

The Ideal Candidate

As a WFM Real Time Manager, you will have significant experience in real-time processes and working with WFM systems. You’ll be able to demonstrate your experience in statistics, forecasting and MI methods and techniques.

Other skills required would include:

• Experience of delivering results through cross-functional working
• Highly skilled communicator with the ability to communicate complex concepts to others
• Excellent interpersonal skills with the ability to form and maintain strong relationships internally and externally and engage with stakeholders
• Highly developed analytical and problem-solving skills
• Excellent attention to detail skills
• Commercial and financial awareness, with a full understanding of the impact of failure with regards to business costs
• Highly developed numeracy, statistical and reporting skills with the ability to analyse, interpret and manage information, data and trends
• Results-orientated and organised with the ability to plan and deliver against deadlines

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group