Senior Real Time Workflow Manager

Job content

• Responsible for a team of over 70 real time specialists, leaders, and managers
• Directly lead, develop, and support the managers by motivating them towards a clear vision
• Facilitate and drive the change in your team required for the Home Service Transformation Programme to deliver the workforce of the future and align the support to our future business and customer needs
• Own and deliver a strong people plan that enhances employee engagement and experience
• Challenge the status quo and bring new professional insight into existing issues, offering appropriate solutions, and delivering as promised
• Own all the processes for your department ensure our customer experience, business, people and commercial objectives are achieved
• Effectively represent the team at a senior level in projects which would impact the Home Service directorate/Customer Service Group more widely
• Seek, create and deliver opportunities within the business, through your team and personally, to support excellent performance by improving processes, maximising resource and efficiencies
• Achieve performance goals and drive results with all field stakeholders and look for innovative ways to always improve
• Take complex problems, summarising the key insights to influence stakeholders to do things differently
• Seek, create, and establish relationships across your wider Customer Service Group team to identify ways to improve our Customer Experience
• Actively seek to increase personal industry, commercial and business knowledge both internally and externally

• Field based scheduling techniques and planning experience
• Operational management experience
• Strong and inspiring leadership skills
• Change methodology awareness (e.g. lean six sigma)
• Knowledge of field-based skill sets
• Logical and methodical approach to processes and delivery
• MS Office user
• Excellent interpersonal skills
• Advanced stakeholder management skills
• Well-developed verbal and numerical critical reasoning skills
• Technology and change process experience
• Experience of working with a field based WFM tool
• Real-Time experience
• Experience working of managing in a fast-paced environment
  
  

In our Home Service team, we aim to offer the best customer service. Whether you’re a frontline colleague speaking to a customer, or part of the brilliant support team, you’ll have a passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive Sky VIP rewards and experiences
  
  

Any UK Sky site, with regular travel to Leeds/Livingston

We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.