Real Time Coordinator

Overview

Drive back office performance by monitoring case volumes, agent activity, and workload across Complaints, Financial Crime, Fraud & Card Disputes, and Fraud Investigations. Accountable for maintaining schedule accuracy in Assembled, processing intraday adjustments for absence, lateness and non‑productive time to keep capacity aligned with demand and protect SLA targets. Deliver clear, timely intraday reporting, providing back office stakeholders with actionable insights on performance, agent activity and resource risk. The role sits at the intersection of Workforce Management and back office operations and serves as the dedicated real‑time point of contact for the back office teams.

Responsibilities

• Monitor real‑time case volumes and throughput across back office queues, identify capacity risks, and recommend resource reallocation to protect SLA targets.
• Process intraday schedule adjustments including absences, lateness, and unplanned non‑productive time, optimizing available capacity against live workload demand.
• Actively track agent schedule adherence and productive time, flagging deviations to team leaders and operational managers.
• Generate and distribute intraday and daily performance snapshots covering key metrics such as volumes worked, SLA performance, and back office occupancy.
• Act as the primary real‑time point of contact for back office operational matters, proactively communicating performance risks to relevant team leaders and the Director of Complaints and Fraud.
• Partner with the Workforce Lead to develop Assembled capability for back office teams, including building out relevant reporting and scheduling features.
• Identify and escalation system issues, significant deviations from planned capacity, or emerging SLA breach risks to the Workforce Lead and relevant operational leads promptly.
• Play an active part in shaping how back office real‑time coordination works at the company, documenting processes, defining metrics, and establishing ways of working with each team.

Qualifications

• Analytical and problem‑solving abilities to interpret real‑time data, identify trends, and make informed decisions quickly.
• Experience working in or closely with a back office function (Complaints, Financial Crime, Fraud, or similar) is desirable. An understanding of case‑based workflows and SLA management is advantageous.
• Excellent verbal and written communication skills to effectively convey real‑time information, collaborate with team members, and escalates issues when necessary.
• Proficiency in using real‑time monitoring tools, analytics platforms, and software systems. Knowledge of workforce management software (Assembled, Calabrio, Genesys) is beneficial.
• Ability to prioritise tasks, manage multiple streams of real‑time data simultaneously, and work under pressure to meet tight deadlines and service level requirements.

Benefits

• Flexible working: flexible approach tailored to each role.
• Hybrid roles require three days in‑office weekly; fully remote roles include regular opportunities for in‑person connection through socials and off‑sites.
• Office meals & snacks: fully stocked kitchen, complimentary lunches prepared by in‑house chefs on in‑office days at select locations.
• Health coverage: support for your physical and mental wellbeing, including private health cover.
• Sustainable commuting: cycle‑to‑work and electric vehicle salary sacrifice schemes available in select locations.
• Retirement & savings: long‑term financial wellbeing through retirement savings plans.
• Employee referral programme: earn a competitive bonus when you refer successful new team members.

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