Real Time Team Leader


Location: Bellshill


Salary: 26-35k + Excellent Benefits and bonus

We have an exciting opportunity for a Real Time Team Leader to join Virgin Media. Reporting in to the Performance & Planning Business Relationship Manager you’ll be working within the Planning and Service Delivery department.

This role will be based either in our Bellshill offices.

Salary: £26-35k + excellent benefits and bonus

Role Purpose:
The role of the Real Time Team Leader is to ensure the optimisation of call-handling performance by the most rational management of resources on the day to ensure consistency of service level across intervals for each line of business.

This is achieved by managing a team of Real Time Analysts to achieve service level performance on the day and make recommendations for additional off-phone time or the removal of off-phone time as the situation requires. By making the best use of available advisors and their call taking capabilities and the implementation of tactical routing options.

They are responsible for ensuring the monitoring all systems, platforms and sites and engaging with key stakeholders with regards to faults and implementing Disaster Recovery & Business Continuity plans, this role will aim to ensure quick resolution of issues to minimise impact to customers and call centre advisors

Key Stakeholders:
* Operational Teams
* Workforce Deployment Team
* Planning Business Partners
* Major Incident Management Team

Key Accountabilities:
* Represent RTA in stakeholder meetings and interlocks with other functions
* Ensure that effective routing scripts are in place to deliver a consistency of service.
* Maintain processes and protocols for the approval of off-phone time on the day, utilisation of availability and *code red- situations and ensure effective communication to the operational teams
* Ensure all logged issues are driven through to completion including participation in technical bridges, acting as an interface between fixer groups and operational teams
* Ensure Disaster Recovery and Business Continuity plans are maintained and capture all known risks
* Ensure effective handover at the end of the shift of on the day performance to next Real Time Team Leader
* Ensure continuous review of performance across lines of business ensuring best practice is shared and lessons learnt with feedback given to the Workforce Deployment team where required
* Ensure a fair and equitable approach to shift coverage within agreed opening hours
* Ensure reports meet agreed SLA’s
* Provide coaching and feedback to direct reports including 1-2-1’s
* Employee issues resolution

Essential Knowledge, Skills and Experience:
* A good understanding of resource planning and scheduling processes
* Knowledge of workforce management systems and call routing technologies
* Previous team management experience
* Ability to demonstrate strong verbal, written and numerical skills
* Ability to demonstrate knowledge of Microsoft Excel to support problem solving activities and scenario modelling
* Strong engagement and communication skills

Desirable Knowledge, Skills and Experience
* Telco sector experience
* Previous experience with outsource partners

So why Virgin Media? We are delivering the biggest investment in the UK’s digital infrastructure for over a decade, with a huge programme to extend our ultrafast broadband network and brilliant Virgin TV to 17 million homes and businesses. We’re challenging our competitors with the best services and the fastest speeds.
Join and you’ll be part of the Virgin Media family. We’re a great place to work - and we offer impressive benefits too! You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products ad Virgin brands!
Come and be a part of something special. Join us!