Real Time Manager

Job Description

Job SummaryThe Real Time Manager (RTM) is responsible for the daily co-ordination of operational performance in the 4CC contact centre. Working with their team and colleagues across the operational and Clinical areas of the business, the RTM is a pivotal role to ensure resources are being utilised appropriately and actions are being followed in each of our areas An expert in real-time management, the RTM will at times be the point of contact for the Bridge and Care UK leadership during escalation for the 111 service. In an environment which is fast paced and demanding, being able to make key decisions under pressure is critical. The RTM and their team will keep operational teams and senior leaders in the business appraised as to how Care UK are performing, explain and anticipate any reasons for deviation, and what actions are being taken to perform in line with reasonable expectation. The real time team are also jointly responsible for managing mailboxes, and schedule changes to the WFM system, issuing planning packs and supporting overtime management.Salary£37,000 per annumKey Responsibilities• To drive the engagement and performance of the Real time Analyst Team (RTA) through effective line management and development • Use WFM and Telephony systems and real time statistics to respond and react to Operational and Clinical challenges • Chair weekly and impromptu performance meetings • Plan and co-ordinate all planned telephony and software upgrades • Work closely with Call Centre Managers across the Care UK network to develop strong working relationships • Point of contact for the Workforce Planning Team during BCP scenarios (Business Continuity Plan). Organise and Chair the conference call if required • Full ownership of the on the day escalation document • Maintain telephony skill matrix for all advisors and ensure skilling is accurate and appropriate • Real-time / historical analysis of front-end performance, highlighting trends and issues • Participate in various projects as an expert in Operations • Develop understanding of Care UK’s commercial pressures which drives our strategyAdditional InformationPlease note that offers of employment are subject to receipt of satisfactory references and a DBS check. At Care UK, we actively promote diversity and equal opportunities. Applicants must have the right to work in the EU.• Experience working in a real time, or planning team • Experience in line management and leadership • Patient / customer and quality focused • Proven track record in performance management, managing and developing teams • Target driven • Sound understanding of staffing roles and contact centre functions • Ability to work effectively under pressure and support others • Ability to work collaboratively with people from different professional backgrounds • Ability to analyse and interpret various streams of data • Strong interpersonal and communication skills (verbal and written) • Strong organisational and administration skills • Self-starter, able to use own initiative without needing supervision • Problem solver • Competent user of Microsoft Office suite; including Outlook, Excel, PowerPoint, Publisher and Word • Experience using WFM and Telephony software