Intra Day Manager

Job ID
Glasgow, Sunderland
Position Type
Permanent Full-Time
GBP £28,000.00/Yr.
GBP £32,000.00/Yr.

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The Intra Day Manager will lead a team of Real Time Analyst (RTA) to deliver the in-week resource management of our people focusing on schedule adherence, intra-day FTE delivery and communication to the client on capacity to handle call volumes. 

The Intra Day Manager will provide clear analysis on historical performance and subsequent recommendation to optimise performance for the remaining day/week. This will be delivered through close monitoring of resource delivery and performance and summary reports to the management team.



Key Responsibilities 


  • Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPI’s
  • Service levels and calls answered goals
  • AHT performance
  • Schedule conformance and adherence
  • Provide daily and weekly feedback to the planning team on the effectiveness and accuracy of plans being completed.
  • Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites.
  • Post-day analysis on main KPI’s and performance of teams to enable the operational managers to optimise their teams’ performance



The Role

  • Strong analytical and problem solving skills with proven experience analysing, interpreting, and summarising complex data
  • Experience of managing Real time Team 
  • Proven experience of producing accurate intraday / interval workload 
  • Demonstrated knowledge and contact centre enviroment.
  • Experience in workforce management technology, forecasting, and scheduling methodologies in a call centre environment
  • Proven track record of creating strong relationships with stakeholders
  • Strong attention to detail and accuracy is essential

What we offer

  • Salary up to £32k 
  • Be part of a forward-thinking team
  • Positive working environment
  • Development opportunities
  • Plus much more!
  • Kura Kudos




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