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Real Time & Workflow Allocation Manager
Derbyshire
£35k-£40k + 10% Bonus, 20% Pension & Excellent Benefits

Cactus 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 accurately

If the above opportunity sounds of interest, please apply via the link provided.

We look forward to hearing from you