Intraday Resource Manager

Movera is seeking an Intraday Resource Manager to join our Capacity and Resource Planning team and take on a pivotal role in shaping and optimising resource utilisation by ensuring the effective deployment of our operational teams in real-time.

The Role:

The Intraday Resource Manager plays a key role in managing and enhancing our operational efficiency across Movera's inbound contact channels and case management functions. Working collaboratively as part of a dedicated Resource Planning team, the role focuses on executing the 'on-the-day' plan, ensuring accurate work allocation, and monitoring performance to maintain service levels. In this role, you will be crucial for tactical decision-making, monitoring schedule adherence, and producing the core performance reporting that drives immediate operational action and upholds the firm's commitment to efficiency.

*This is a full-time role Monday to Friday. Hybrid working is available (minimum two days a week in the office) after an initial training period*

Salary: £30k-£35k per annum DOE

Who are We:

Movera is a flourishing platform business that brings together ambitious home moving brands from across the sector. Built on the heritage and passion of experienced legal services businesses including ONP Solicitors and Cavendish Legal Group, brought together to transform the moving market for the better. Our vision is to create moving and remortgaging experiences to be celebrated – not tolerated.

Key Responsibilities:

• Intraday Management:
  Execute and monitor the 'on-the-day' plan for inbound contact channels (call and email), ensuring queues are effectively resourced. Proactively monitor schedule adherence and challenge off-plan activity to maintain performance targets.
• Work Allocation:
  Accurately distribute new instructions daily to Property Lawyers and Case Managers, critically considering caseload capacity and planned completions.
• Performance Reporting:
  Produce intraday, daily, weekly, and monthly reports on Contact Centre performance and resource utilisation, providing clear operational insight.
• Operational Support:
  Collaborate with operational managers to co-own the successful intraday execution. Support the Resource Planner with various tasks as required.
• Compliance & Standards:
  Ensure all real-time activities adhere to company policies, procedures, and quality standards.

Person Specification:

• Proven experience in
  real-time resource management
  within a fast-paced contact centre or volume back-office environment.
• Strong background in
  task/work allocation
  and operational planning.
• Advanced proficiency in
  MS Excel
  and familiarity with
  Workforce Management (WFM) software (Calabrio preferred)
  .
• Previous experience with Speech Analytics desirable.
• Excellent analytical skills with high attention to detail.
• Confident communicator with the ability to influence and engage stakeholders at all levels.
• Ability to work under pressure with competing priorities and tight deadlines.

What We Offer

We aim to reward your hard work generously. You'll be greeted in our offices with great coffee, fruit and biscuits to keep you going, alongside all the benefits listed below, plus much more.

• 25 days holiday + your birthday off
• Hybrid working
• Free conveyancing legal fees
• Moving home days off
• Volunteering days
• Retailer discounts and frequent socials
• Refer a friend bonuses
• Ongoing professional development and training opportunities
• A supportive and innovative team environment where your ideas matter.

Look forward to Monday mornings at Movera, we have the culture, technology and purpose to change the way you feel about your job and strive to create a positive and supportive work environment.

At Movera, we celebrate diverse backgrounds, experiences, and perspectives. We strive to create an environment where everyone feels valued, heard, and empowered. We believe that a diverse workforce brings unique perspectives and ideas that drive innovation and excellence. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. If you need any support during the application process, please let us know.

DBS and Financial Checks: We are committed to creating a safe, secure, and trustworthy workplace for everyone. As part of this commitment, all employment offers are subject to successful completion of DBS (Disclosure and Barring Service) checks and financial background checks. These checks help us maintain the highest standards of integrity and compliance while ensuring the well-being of our employees and clients. Rest assured, all checks will be carried out with care and in full accordance with relevant data protection laws.