Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.
What's in it for you?
- 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
- Hybrid working options.
- Automatic enrolment onto our Employee Participation Scheme.
- Enhanced Maternity leave. Paternity and Adoption leave.
- 24/7 free and confidential employee assistance service.
- Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
- Life Insurance (4 x annual salary)
- Pension matching scheme (up to 5% of salary)
- Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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What's the role?
SMS are currently looking for an Intraday Co-ordinator to join an exciting, fast-paced team and department. The Intraday Co-ordinator is responsible for overseeing all operational aspects of a Contact Hub consisting of approximately 40-70 agents. This includes real-time team leadership, dialler management, and full ownership of workforce management responsibilities, including forecasting, scheduling, and adherence.
The Intraday Co-ordinator ensures that the right number of agents are available at the right time, breaks and meetings are optimally scheduled, and outbound campaigns are aligned with available field capacity. This role acts as the operational heartbeat of the hub—balancing service delivery, data targeting, and resource planning.
The working hours for this role are Monday to Friday, 8:30-5:00, 40 hours per week. Hybrid working is on offer, consisting of 2 days in office and 3 days at home.
Key Responsibilities:
Real-Time Operational Leadership
- Lead the Contact Hub during live operations, managing intraday performance, service levels, and resource utilisation.
- Act as the first point of escalation for operational issues during the shift.
- Collaborate with Team Leaders to ensure agents are supported, engaged, and operating in line with targets.
Dialler & Campaign Oversight
- Manage and monitor outbound dialler activity to ensure campaigns are delivered effectively.
- Ensure campaign data is targeted according to regional engineer capacity and business priorities.
- Work closely with the Campaign Team and provide feedback to adjust strategies as required.
Workforce Management (Integrated in Role)
- Build and maintain schedules to ensure the right number of agents are available across all hours of operation.
- Oversee intraday scheduling and adjustments—e.g., handling absences, peak call times, and break coverage.
- Plan and coordinate break times, 1:1s, team meetings, and training sessions in partnership with Team Leaders, ensuring minimal impact on performance.
- Monitor adherence and occupancy in real-time and work with Team Leaders to address any issues.
Stakeholder & Team Collaboration
- Partner with Team Leaders to ensure team performance, agent availability, and operational goals are met.
- Liaise with Campaign, Engineering, and Ops teams to ensure resource supply matches campaign demand.
- Support the Team Leaders in resolving operational blockers and maintaining a smooth shift.
Performance Monitoring & Reporting
- Monitor key operational metrics (e.g., contact rates, agent adherence, occupancy, service levels).
- Produce end-of-day or end-of-shift reports summarising performance, blockers, and improvement opportunities.
- Identify process inefficiencies and work with relevant teams to drive continuous improvement.
To be considered for this role, we would love you to have/be:
- A Degree or equivalent in Business Administration, Management, Operations, or a related field.
- Strong scheduling and real-time resource management skills.
- Experience managing dialler campaigns and aligning data with engineer capacity.
- Confident in handling live performance, intraday adjustments, and service levels.
- Knowledge of WFM tools and dialler platforms.
- Comfortable using dashboards and MI reports to make operational decisions.
- Familiar with CRM/CE and contact centre systems.
- Calm under pressure with strong problem-solving skills.
- The ability to make quick, informed decisions to keep operations on track.
- Detail-oriented with a focus on delivery and efficiency.
#LI-Hybrid