Real Time Manager

Job Introduction

** At Saga we’re radically flexible which means our colleagues have total autonomy over where they work – home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, we need you to lead a team of analysts that delivers first-class real-time execution to optimise customer and colleague experience, across SSL & Claims.  You will possess strong initiative, team leadership, influencing and excellent judgement, as well as the ability to attract and grow top-notch people.  

Role Responsibility

• Leading a team Real Time Analysts 
• Working closely with Capacity & Planning Manager to optimise call routing process across the contact centre and ensuring that we are delivering the right calls to the right people 
• Assess any real time requests to understand impact on Service Levels 
• Making real time decisions on how to best route calls depending on the circumstances and customer demand 
• Deliver root cause analysis to identify misses in Service Levels through deep dives of data 
• Provide feedback to WFM colleagues in the wider team of any variance to plan in terms of forecasted activity 
• Ensure implementation of best practice processes across the Real Time team 
• Building a strong line of succession planning in my team, matching skills & strengths to the right tasks and deploying personal development plans to maximise potential when needed 
• Deliver continuous improvement reviews and activities to deliver cost savings and efficiencies whilst improving employee and customer experience 
• Working with external providers to maximise the potential of existing offerings to ensure full benefits are realised, develop team knowledge and maintain consistent working relationships with clear dialogue 
• Following our Business Code of Conduct and always acting with integrity and due diligence 

The Ideal Candidate

• Highly skilled communicator with the ability to communicate complex concepts to others 
• Excellent interpersonal skills with the ability to form and maintain strong relationships internally and externally and engage with stakeholders 
• Highly developed analytical and problem solving skills 
• Excellent attention to detail skills 
• Commercial and financial awareness, with a full understanding of the impact of failure with regards to business costs 
• Highly developed numeracy, statistical and reporting skills with the ability to analyse, interpret and manage information, data and trends 
• Results orientated and organised with the ability to plan and deliver against deadlines 

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group