Scheduling – Real-Time Optimisation Manager

M&G plc

Scheduling & Real-Time Optimisation Manager overseeing operational performance at M&G Life. Leading resource planning and operational scheduling across multiple service areas with strategic insight.

Posted 7/14/2026full-timeStirling • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Real-Time Management and Scheduling within operational environments, leveraging advanced analytical skills to optimize resource planning and enhance service delivery. Proven ability to influence stakeholders and lead teams effectively while maintaining a strong focus on customer outcomes and operational excellence.

Highest-signal resume keywords

Real-Time ManagementWorkforce Management ToolsAdvanced Analytical CapabilitySchedulingOperational Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SchedulingResource PlanningData InterpretationPerformance ReportingShrinkage ManagementOperational Performance MonitoringForecast Demand AlignmentService Level AdherenceIntraday Performance ManagementExcel Proficiency

Soft Skills

Confident CommunicationInfluencing SkillsOrganizational SkillsLeadershipCollaboration

Tools & Technologies

Workforce Management SystemVerint

Industry Keywords

Contact CentreOperational Service EnvironmentService RisksOperational Incident ManagementCustomer-Focused Mindset

About the role

Key responsibilities & impact

Lead the monitoring of live operational performance across all channels, proactively identifying service risks and implementing tactical interventions to maintain service level adherence
Own intraday resource deployment, making real‑time decisions on reallocation, skill movements, overtime, and priority shifts to respond to demand volatility
Support operational incident management by identifying emerging risks, escalating issues early, and activating agreed playbooks and mitigation actions
Own the short‑term scheduling lifecycle across all services, ensuring schedules accurately reflect forecast demand, operational priorities, and agreed shrinkage targets
Ensure effective scheduling of all activities including breaks, lunches, training, annual leave, offline activity, and processing time
Proactively manage and control shrinkage through robust scheduling, tracking planned versus actual usage, and clearly articulating service impacts where thresholds are exceeded
Work closely with Strategic Planners to ensure alignment between forecast demand, workforce plans, and short‑term execution
Produce and maintain plan‑vs‑actual, SLA, and intraday performance reporting to support informed operational decision‑making
Where data gaps exist, define clear requirements for Data & MI teams to enable robust and sustainable reporting solutions
Use performance insight and lessons learned to improve scheduling accuracy, intraday responsiveness, and overall planning effectiveness
Act as the primary operational planning interface, building strong, collaborative, and appropriately challenging relationships with operational leaders
Enable fast, informed decisions through clear communication of risks, options, and impacts, particularly during periods of disruption or underperformance
Educate and influence stakeholders on the impact of planned activity (training, leave, system change, absence) on customer outcomes and service performance
Act as custodian of the Workforce Management system for scheduling and intraday activity, ensuring data accuracy, governance, and effective use
Collaborate with Quality and Planning teams to understand and maintain skilling requirements, acting as the single source of truth for skills matrices

Requirements

What you’ll need

Significant experience in Real‑Time Management, Scheduling, or Short‑Term Resource Planning within a contact centre, complaints, or operational service environment
Strong understanding of the end‑to‑end planning cycle and how strategic forecasts translate into live operational delivery
Advanced analytical capability with the ability to interpret live data and act decisively under pressure
Proven experience using Workforce Management tools (e.g. Verint) and strong Excel capability
Confident communicator with the ability to influence operational decisions and challenge constructively at all levels
Highly organised and able to manage multiple service areas simultaneously in a dynamic, fast‑paced environment
An experienced, visible and credible leader with a strong customer‑focused mindset and passion for operational excellence

Benefits

Comp & perks

Valuable pension scheme of 18% (13% Employer Contributions, 5% Employee Contributions)
Share Save and Share Incentive Plan
Financial wellbeing and support services
38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days
Additional flexibility through Time Off When You Need It policy
Comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave
Health & Protection cover including Private Healthcare, Critical Illness cover, and Life Assurance for you and family options