Contact Centre Planning and Scheduling Lead

3 weeks ago

Galway, Galway, Ireland Aviva Full time
Overview

Shape the future of customer contact at Aviva. We're looking for a confident, forward-thinking Workforce Management Specialist within customer operations to lead our contact centre Planning team in Galway. This is a key role in our customer service strategy, helping us deliver seamless, high-quality experiences every day.

Role: Workforce Management Specialist - Customer Operations at Aviva

Duties & Responsibilities
  • Lead and manage the planning and scheduling function, driving performance and service excellence.
  • Oversee the operation and optimisation of telephony systems and infrastructure.
  • Collaborate with stakeholders to improve customer experience and operational efficiency.
  • Support future planning and innovation in Customer Contact and workforce management.
  • Develop and maintain short-term and long-term forecasts for call volumes, staffing requirements, and workload distribution.
  • Responsible for ensuring FTE alignment with budget forecast.
  • Ensure compliance with industry regulations and internal standards.
Skills & Experiences
  • Strong leadership and stakeholder management skills.
  • Proficient in forecast and budget delivery.
  • Experience in service delivery within high-volume environments.
  • Knowledge of regulatory compliance in financial services sector.
  • Experience with workforce management systems or their implementation is a distinct advantage.
What will you get for this role?
  • A competitive market leading salary depending on skills, experience, and qualifications
  • Generous pension (employee contribution matching of up to 14% if you contribute 8%)
  • Annual performance related bonus and pay review
  • Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days
  • Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
  • Cycle to Work benefit scheme
  • TaxSaver Travel Scheme
  • Family friendly parent's (matching paternity and maternity leave) and carer's leave
  • Up to 40% discount for some Aviva products plus discounts for Friends and Family
  • Employee Assistance Programme
  • Professional qualification support and transparent career progression plans
Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact the recruiter via email.


#J-18808-Ljbffr

  • Training Centre Operations Manager

    1 week ago

    Galway, Galway, Ireland beBeeDevelopment Full time €40,000 - €60,000

    Centre Manager JobThe Galway Bay Sailing Club's Training Centre is seeking a Centre Manager to coordinate, develop and oversee the running of its training operations. The centre offers sailing and kayak courses for adults and juniors during the summer months.As a key member of the team, the successful candidate will be responsible for leading the development...

  • High Salary Training Centre Manager

    2 weeks ago

    Galway, Galway, Ireland Galway Bay Sailing Club Full time

    Nature of employment: Part-time, Fixed term (detail below)Overview:Galway Bay Sailing Club's Training Centre is Irish Sailing accredited and offers Sailing and Kayak Courses for adults and juniors during the summer months. We are looking to recruit a Centre Manager to co-ordinate, develop and oversee the running of our Training Centre.Role:Reporting to RC...

  • Schedule Co-ordinator Position Available

    2 weeks ago

    Galway, Galway, Ireland beBeeSupply Full time €55,479 - €70,234

    Job Title: Supply Chain CoordinatorOverview:The Supply Chain Coordinator plays a vital role in overseeing the procurement and delivery of materials from suppliers. This position is responsible for monitoring inventory levels, ensuring timely deliveries, and maintaining optimal stock levels to meet customer service targets.Key Responsibilities:Procure...

  • Training Centre Leader

    2 weeks ago

    Galway, Galway, Ireland beBeeTraining Full time €45,000 - €60,000

    Job Title: Training Centre LeaderThe role of the Training Centre Leader is a key position within an organisation that offers sailing and kayak courses for adults and juniors.Key Responsibilities:Develop and maintain an effective training system to support all plans and objectives.Drive the marketing strategy for all course offerings, including managing...

  • Leisure Centre Manager

    2 weeks ago

    Galway, Galway, Ireland Hodson Bay Hotel Full time

    OverviewWe are seeking a dynamic and enthusiastic Leisure Centre Manager to join our award-winning team and oversee the daily operations of our residents-only Leisure Centre. This is a hands-on role in a small-scale facility, ideal for someone who thrives in a close-knit team environment and enjoys making a direct impact on the guest experience.As Leisure...

  • Lead Care Service

    2 weeks ago

    Galway, Galway, Ireland beBeeCareTeamLeader Full time €40,000 - €60,000

    Job TitleWe are seeking an experienced Team Leader to join our Centre Management Team in Connacht, Ireland.About the RoleThis is a key position that will play a vital role in ensuring the day-to-day management of our residential Centre.The successful candidate will be responsible for delivering high-quality services that enable young people to achieve...

  • Assistant Leisure Centre Manager

    2 weeks ago

    Galway, Galway, Ireland Shearwater Hotel & Spa Full time

    The Shearwater Hotel & Spa is a 4-star hotel located in Ballinasloe Galway, offering top-class leisure and wellness facilities. Our Leisure Centre features a swimming pool, fully equipped gym, sauna, steam room, and treatment rooms, providing a first-class wellness experience to our guests and members.We are currently seeking a motivated and experienced...

  • Leisure Centre Attendant- Club Vitae Oranmore

    1 week ago

    Galway, Galway, Ireland Maldron Hotel Galway Full time

    Leisure Centre Attendant - Club Vitae OranmoreLeisure Centre Attendant role at Maldron Hotel Galway (Club Vitae Oranmore). You will receive training through our Dalata Academy to help you learn important skills. You will also meet experienced team members who can help you grow.Your JobAct as the first point of contact for all members, dealing with queries in...

  • Nursing Manager

    1 week ago

    Galway, Galway, Ireland beBeeNurse Full time €61,000 - €87,000

    Job Description:The role of the Assistant Director of Nursing is to provide support to the Director of Nursing in managing the day-to-day clinical and operational aspects of a nursing home, ensuring high-quality care. This involves leading and supervising the delivery of person-centred nursing care, monitoring and evaluating clinical practices, and...

  • Senior Landscape Planning Lead

    1 week ago

    Galway, Galway, Ireland beBeePrincipal Full time €45,000 - €60,000

    Job OverviewWe are seeking a highly skilled Principal LVIA Specialist to lead our landscape division and provide services on strategic infrastructure and renewable energy projects.About the RoleLead a new landscape division, managing project programmes and budgets.Produce LVIA s and Landscaping Layout Plans & Masterplans.Conduct site visits and...