Real Time Advisor

We have a fantastic opportunity for a Real Time Advisor within our Booking & Information Centre We're keen to find someone who is target driven and be able to direct people to do specific jobs & tasks. We are looking for someone with a high level of attention to detail and be diligent with an organised approach to their workload. Someone with knowledge of using multiple systems to analyse data & has a common sense approach to problem solving. As a Real Time Advisor, you will work closely with the workforce planner to identify any gaps in resource & make recommendations to bridge the gaps & improve service levels. You will be responsible for monitoring the wallboard to observe & manage call volume activity to ensure that benchmarks/answer rate & SLAs are achieved, & that performance & efficiency of BIC resource is maximised. **About You** You will have previous experience in an administrative capacity with responsibility for the utilisation of resources. Experience of working within a contact centre/call centre/helpline/customer service role & thrive on being in a fast paced environment. Adept at solving problems and utilising resources, your "can do" attitude will ensure that the BIC continues to deliver an exceptional service to our clients. **Main duties of the job** - Allocate Offline work to BIC staff and track progress to completion. - To receive and schedule BIC Annual Leave and Exceptional Holiday requests, make changes to staff schedules as required to ensure BIC operates within service levels. - Have a holistic view of all work areas and move staff to different disciplines based on real time events. - Check daily staffing levels on the Work Force Scheduling system for hotspots. Fill resource gaps by moving shifts or offering overtime as authorised by management. - To ensure any shift, role changes and absence i.e., sick/annual leave are accurately recorded on the Work force scheduling system. - To print daily/weekly/monthly BIC and individual Team Manager reports **We are also looking for**: - Great leadership skills, with the ability to set direction and motivate staff. - Able to work closely with a variety of stakeholders. - Excellent communication and interpersonal skills. - Ability to calm stressful situations as well as remaining calm. - Previous experience working in workforce planning would be adventurous but not essential. - Self-motivation, a drive to get the best out of people and to achieve results. **About us** British Pregnancy Advisory Service (BPAS) is the UKs largest independent womens reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment and fertility services. We specialise in evidence-based, not-for-profit care reproductive healthcare. **Working with us**: We are always on the look out for talented special people to join the BPAS team. Alongside a supportive and friendly working environment, BPAS has generous benefits including life assurance cover at 3 times salary, 34 days annual leave per year and a defined contribution pension scheme you will also have access to our employee benefits programme through BHSF which includes special health and wellbeing services, as well as lifestyle offers for you and your family. This includes various salary sacrifice schemes, counselling services and free private GP appointments. For our clinical roles, a full clinical training package will be provided along with comprehensive support. Nursing and midwifery colleagues will have the opportunity to train in first and second trimester sonography scanning as well as contraception fitting and STI testing. For units offering a surgical service you could also gain experience in conscious sedation and general anaesthetic treatment in our operating departments. **Further Information** **Salary**:£19,559 - £25,097 per annum, depending upon experience. **Shift Pattern**:36 hours per week | Monday to Thursday 8.30am-4.30pm and Friday 8.30am-2.30pm **Location**:BPAS Booking & Information Centre, Orion House, 2 Athena Drive, Tachbrook Park, Leamington Spa, CV34 6RQ **The Small Print: All applicants must be pro-choice.** - **If you do not hear from us within 2 weeks of the closing date, unfortunately you will not have been shortlisted on this occasion.**_ References: All offers of employment are conditional based on satisfactory pre-employment checks. We require applicants to provide 3 years of employment references including information on reasons for leaving and any gaps in employment. COVID-19: BPAS encourages all applicants to be fully vaccinated against COVID-19 and we invite you to share evidence of your vaccination status. This is in addition to the requirement to provide evidence of vaccination/immunity against the following conditions of Tuberculosis, Hepatitis B, MMR and Varicella for clinical roles directly involved in patient care. **Job Types**: Full-time, Permanent **Salary**: £