Scheduling and real time co-ordinator - mission

About this Role

Mission Control is our operations workforce management team. The team supports the business in delivering the best possible service results for all customer facing operational areas by managing the delivery of global service against key service targets.

Youll be part of a team who are a key point of contact for various departments in the business. Youll investigate impacts on service mitigate service breaches and manage communications across the customer facing agent population as well as escalating issues when required to senior stakeholders.

What youll do

• Real Time Service Management

• Analysis of key service related data to enable the delivery of timely and accurate service updates

• Real time resource movement between lines of business and departments

• Escalation of service impacting issues

• Management of schedule adherence against staffing plans

• Management of UK based agent schedules including producing staffing plans keying in scheduled time out and sickness

• Manage communications to the customer facing agent population

• Triage raising and escalation of any multiple user impacting technical issues
  

What were looking for

• Flexible and adaptable with the ability to work on your own initiative

• An effective communicator

• Comfortable with prioritising tasks

• Knowledge of contact centres

• Previous experience in service delivery within an operational environment is desirable

Where and how youll work

This is a permanent position and will be based in our Nottingham office. We have a hybrid working model which gives you flexibility to work from our offices and from home. Were big on collaboration and connection so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays.

Many of our associates have flexible working arrangements and were open to talking about an arrangement that works for you.

Operational hours for the team are Monday to Friday between 07:30 and 19:30 but usually you can expect to cover one early shift and one late shift per week the other days are flexible.

Whats in it for you

• Bring us all this and youll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme generous holiday entitlement and private medical insurance with flexible benefits available including seasonticket loans cycle to work scheme and enhanced parental leave

• Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced gym subsidised restaurant mindfulness and music rooms.

What you should know about how we recruit

We pride ourselves on hiring the best people not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are whatever you look like wherever you come from. We know its about what you do not just what you say. Thats why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in to name a few:

• REACH Race Equality and Culture Heritage group focuses on representation retention and engagement for associates from minority ethnic groups and allies

• OutFront to provide LGBTQ support for all associates

• Mind Your Mind signposting support and promoting positive mental wellbeing for all

• Women in Tech promoting an inclusive environment in tech

• EmpowHER network of female associates and allies focusing on developing future leaders particularly for female talent in our industry

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.