Contract - Perm Vacancy closing date: 25th November 2024 Recruitment Partner: David Hancock The Realtime Coordinators manage the schedules and workload of the c.400 advisors in the CSC. They help ensure that we balance the wait times on our calls, and do their best to ensure that service levels are kept to on email and social media responses. Our operating hours are Monday – Friday 8am – 6:45pm, Saturday 8:30am – 5:15pm, and Sunday 8:45am – 5:15pm. About the role The Realtime Coordinators work in a team of 5, supporting the CSC Operation deliver the best service possible to millions of customers a year, across phone, email and social media. Key responsibilities include: Real-time analysis of contact volumes into the call centre, managing daily adherence and individual working requests, ensuring optimal cover of all contact channels to achieve key service level targets Taking forward the actions discussed with the Support Service Manager by co-ordinating real-time exceptions such as absence, shift slides and swaps and changes to existing schedules Review and action flexible working request, building shift patterns and recalculating holiday entitlement Managing the day-to-day relationships with Team Leaders using great communication skills to deliver the daily plan and influence decision making Monitors on-day holiday and absence and takes responsibility for amending future schedules and/or tolerances to ensure effective management of capacity Lead the direction of the contact centre and be the main point of contact for Operational Managers of the contact centre after 5pm and at the weekends What you’ll need to have Forward thinking & proactive Manage your own workload, be flexible and adaptive Good interpersonal and communication skills Attention to detail Ability to evaluate requirements and make sound recommendations Demonstrated negotiation and rapport-building skills It would be great if you also have • Working knowledge of eGain Analytics, Verint Optimise, Salesforce and Microsoft Excel Our benefits Boots Retirement Savings Plan Generous employee discount plus enhanced discounts for Boots brands, Boots Opticians and Boots Hearingcare Excellent onsite facilities including staff shop, opticians (including free eye tests for team members), gym, cafeteria, and outdoor seating spaces We have a great range of benefits in addition to the above that go beyond salary and offer flexibility to suit you; click here to view our full list of company benefits (all rewards and benefits are subject to change and eligibility). Why Boots We're always looking for people who care; people who go the extra mile to change things for the better. You'll be joining a company that is evolving and always looking to improve. We foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we can change for the better. To find out more about life and careers at Boots, click here. What’s next If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email. We are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to enable you to be at your best. Information about the role The Real-Time Coordinators manage the schedules and workload of the c.450 advisors in the CSC. They help ensure that we balance the wait times on our calls and do our best to ensure that service levels are kept to on email and Social Media responses. This is a permanent, full-time position based in the Nottingham Support Office, covering our 7 days a week opening hours Keywords Realtime, Coordinator, CSC, cscpage