Real Time & Workflow Allocation ManagerDerbyshire£35k-£40k + 10% Bonus, 20% Pension & Excellent BenefitsCactus Search are pleased to be supporting our client that is in the market looking for an experienced Real Time professional to join its members services area.The Real Time & Workflow Allocation Manager will be responsible for making sure the administration area runs smoothly, balancing service performance requirements across both member helpline and back-office channels.You will actively monitor the live performance of the operation and take a proactive approach using real-time analytics to spot trends and issues before they arise.The Real Time & Workflow Allocation Manager will be responsible for prioritising and allocating casework and non-immediate work to Administrators, working closely with colleagues to ensure the right balance of resource is included in schedules.You will provide a holistic view of performance and service, prioritising activities across functions and play a critical role in day-to-day performance delivery but also identify opportunities to improve.What we need you to have…
• Extensive experience in real time delivery and workflow allocation in front and back-office environments
• Strong problem resolution and decision-making skills
• Self-motivated; able to work both independently and as part of a team
• Strong verbal and written communication skills, with the ability to communicate effectively with different stakeholder groups
• Proven track record in Real-Time contact centre management and skills-based routing
• Ability to interpret and analyse data quickly and accuratelyIf the above opportunity sounds of interest, please apply via the link provided.We look forward to hearing from you!