CSC Real Time Specialist

Contract: Full-Time, Permanent

Salary: Lv 6

Closing date: 07/11/25

Recruitment Partner: Daniel White, Daniel.white1@boots.com

About the role

Welcome to the CSC Real Time team within the wider Support Services – a dynamic environment at the heart of delivering exceptional service to our customers. As customer expectations evolve, so do we! We're focused on understanding real-time demand, optimising resource planning, and ensuring every interaction is smooth, efficient, and impactful. Our team plays a critical role in shaping the customer experience and driving standards across our contact centres.

Key responsibilities

This role reports directly to the CSC Support Services Manager and leads a team of Real-Time Coordinators. As Real-Time Specialist (Manager), you'll play a key role in ensuring the smooth, efficient, and productive running of the contact centre floor—both day-to-day and across weekly planning cycles. You'll be responsible for driving real-time performance, supporting service level delivery, and enabling our teams to provide the best possible experience for our customers.

What you'll need to have

• Proven experience working in a real-time operations or workforce management environment, ideally within a contact centre setting.
• Advanced Excel skills and proficiency across Microsoft Office tools, with the ability to create and manage reports, dashboards, and performance insights.
• Ability to interpret data, spot trends, and make informed decisions quickly.
• Experience leading or supporting a team, with a focus on coaching, development, and performance management.
• A proactive mindset with the ability to anticipate various challenges
• Confidence to influence and collaborate across teams.
• A passion for continuous improvement.
  

It would be great if you also have

• Familiarity with workforce management tools and reporting platforms is desirable.
• A strong understanding of CSC operations (or Contact Centre in general) and how real-time decisions impact overall performance and customer experience.
• Experience supporting the rollout of new customer service platforms.
• A passion for innovation and process improvement.

Our benefits

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.