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Real Time Manager (10110)

Main Purpose

To support the Resource Planning Performance Manager with the provision of resource forecasts and schedules, on a real-time, daily, weekly and monthly basis.  Working closely with Team Leaders to ensure the efficient running of the floor daily, and responsible for management of staff processes such as annual leave, overtime, and shift recommendations. 

Please note this role will primarily be based in Southampton but there will also be a requirement to work in Basingstoke. 

Key Accountabilities:

  • Ensure operational measures are met in accordance with SLAs and KPIs
  • Maximise operational performance through optimisation of scheduled activities
  • Monitor adherence to schedules to ensure optimum business performance
  • Provide attendance and shrinkage validation, and reporting against planned schedules
  • Provide week ahead and month ahead plans, including highlighting risks and opportunities
  • Deliver reporting on a periodic and ad hoc basis, as required
  • Deliver reporting on a periodic and ad hoc basis, as required
  • Analyse previous period process performance to plan for the present period
  • Adjust schedules in the longer term to counter recurrent challenges
  • Drive operational performance through effective planning
  • Refine plans in reaction to the movement of key drivers
  • Liaise with key stakeholders to ensure that changes to the plan are understood.
  • Communicate all variances against plans to the relevant audience
  • Maximise the use of the workforce management system and other tools in use within the business
  • Support in the maintenance and updating of the assumptions required to build accurate schedules

Minimum Requirements

  • Experience of dealing with complex resource plans and schedules
  • Good understanding of Resource Planning tools and an ability to demonstrate the key performance indicators within Resource Planning
  • Knowledge of Resource Planning methods and assumptions
  • Strong team player, with the ability to contribute and challenge
  • Advanced Microsoft Excel skills and experience of working with other Microsoft Office products, databases and MI tools would be advantageous
  • Experience of using a workforce management system to schedule staff members and plan staff requirements
  • Strong decision making and problem-solving skills
  • Excellent planning and organisational skills
  • Clear and concise communicator with strong influencing skills
  • Excellent analytical and numeracy skills with focus on attention to detail
  • Ability to build and maintain strong working relationships, remaining professional always
  • Ability to work using own initiative as well as part of a team
  • Flexible to the needs of the business and the ability to work to tight time lines in a dynamic environment without losing sight of priorities
  • Commercial impact awareness is a desirable as will be working with the Finance support function
  • To be successful in this role you will ideally have previous experience in a similar role or have worked within a Contact Centre environment.  
  • Strong Stakeholder Management skills are essential.


Close map
Southampton Central Station, Blechynden Terrace, Southampton, Hampshire, United Kingdom, SO15 1AL
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Basingstoke Campus (ROC), Southampton Central
  • Closing Date:
    26 May 2019
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