WFM Real Time Activity Manager
Job: Full Time
UK (Anywhere)

Employer Description
Monzo Bank Ltd, is an online bank based in the United Kingdom. Monzo was one of the earliest of a number of new app-based challenger banks in the UK

Job Description
As the Real Time Manager, you’ll be responsible for developing the structure of the activity operations team and contributing to the wider strategic goals of the Workforce management team (WFM). As part of this role you’ll partner across the other area’s of WFM, and more widely with the COps leadership team, OPs product teams, partners team, engineering teams and domain teams to continuously improve WFM systems/COps engagement and build new WFM processes

Responsibilities:

• Coordinating daily tasks for real time activity operations team to predict and respond to service challenges
• Real time decision making to balance customer demand and considering COps engagement
• Leading on communication plans for Service – Making sure all stakeholders are getting what they need and providing assurance of service levels and recovery plans to bring work inside SLA

Requirements:

• Demonstrable Real Time Management experience 
• Experience with managing and developing Team members
• Experience with balancing and blending contact centre resource across multiple customer contact channels

For more details, please scroll down & see the details.

Monzo Bank