Scheduling – Optimisation Manager

Responsibilities

• Lead the monitoring of live operational performance across all channels, proactively identifying service risks and implementing tactical interventions to maintain service level adherence
• Own intraday resource deployment, making real‑time decisions on reallocation, skill movements, overtime, and priority shifts to respond to demand volatility
• Support operational incident management by identifying emerging risks, escalating issues early, and activating agreed playbooks and mitigation actions
• Own the short‑term scheduling lifecycle across all services, ensuring schedules accurately reflect forecast demand, operational priorities, and agreed shrinkage targets
• Ensure effective scheduling of all activities including breaks, lunches, training, annual leave, offline activity, and processing time
• Proactively manage and control shrinkage through robust scheduling, tracking planned versus actual usage, and clearly articulating service impacts where thresholds are exceeded
• Work closely with Strategic Planners to ensure alignment between forecast demand, workforce plans, and short‑term execution
• Produce and maintain plan‑vs‑actual, SLA, and intraday performance reporting to support informed operational decision‑making
• Where data gaps exist, define clear requirements for Data & MI teams to enable robust and sustainable reporting solutions
• Use performance insight and lessons learned to improve scheduling accuracy, intraday responsiveness, and overall planning effectiveness
• Act as the primary operational planning interface, building strong, collaborative, and appropriately challenging relationships with operational leaders
• Enable fast, informed decisions through clear communication of risks, options, and impacts, particularly during periods of disruption or underperformance
• Educate and influence stakeholders on the impact of planned activity (training, leave, system change, absence) on customer outcomes and service performance
• Act as custodian of the Workforce Management system for scheduling and intraday activity, ensuring data accuracy, governance, and effective use
• Collaborate with Quality and Planning teams to understand and maintain skilling requirements, acting as the single source of truth for skills matrices

• Significant experience in Real‑Time Management, Scheduling, or Short‑Term Resource Planning within a contact centre, complaints, or operational service environment
• Strong understanding of the end‑to‑end planning cycle and how strategic forecasts translate into live operational delivery
• Advanced analytical capability with the ability to interpret live data and act decisively under pressure
• Proven experience using Workforce Management tools (e.g. Verint) and strong Excel capability
• Confident communicator with the ability to influence operational decisions and challenge constructively at all levels
• Highly organised and able to manage multiple service areas simultaneously in a dynamic, fast‑paced environment
• An experienced, visible and credible leader with a strong customer‑focused mindset and passion for operational excellence

Demonstrates expertise in Real-Time Management and Scheduling within operational environments, leveraging advanced analytical skills to optimize resource planning and enhance service delivery. Proven ability to influence stakeholders and lead teams effectively while maintaining a strong focus on customer outcomes and operational excellence.