Operations Control Co-Ordinator (Resource Management)

TL;DR

Operations Control Co-Ordinator (Resource Management): Managing and optimizing real-time resource supply for a large-scale customer care operation with an accent on data analysis and service level delivery. Focus on shrinkage management, outbound dialler efficiency, and collaborative resource planning to maximize productivity.

Location: Hybrid (Liverpool, UK)

Company

hirify.global is a digital retailer dedicated to helping families get more out of life through its online platform Very.co.uk.

What you will do

• Lead real-time tracking of resource supply and shrinkage management for a customer care estate of approximately 1400 FTE.
• Collaborate with Ops Control Analysts to make data-driven decisions that improve resource efficiency and performance.
• Manage outbound diallers for Collections and Insurance campaigns, ensuring optimal file utilization.
• Monitor all communication channels in real-time and provide service level updates to stakeholders per line of business.
• Develop strong relationships with planning and operational teams to maintain feedback loops and deliver effective plans.
• Manage user security settings for all contact center systems, handling controls for joiners, movers, and leavers.

Requirements

• Experience in workforce management or service level management within a call center environment.
• Ability to analyze and interpret real-time data to make robust operational decisions.
• Strong problem-solving skills and a natural ability to spot trends and patterns in data.
• Proven ability to connect, lead, and collaborate effectively as a team player.
• Must pass credit, CIFAS, and Right to Work checks.

Culture & Benefits

• Flexible hybrid working model.
• £250 flexible benefits allowance.
• 23 days holiday plus bank holidays.
• Access to LinkedIn Learning for professional development.
• Performance and business-related bonus potential.
• Up to 25% discount on Very.co.uk.

Hiring process

• Initial screening call with the talent acquisition team.
• One-stage interview (60-90 minutes), ideally held in person with the hiring team.