Contact Centre Real-Time Lead

Michael Page (UK); Manchester; On-site; GBP 45,000; Full time

Job summary

A high-growth contact centre in Manchester is seeking an experienced planner to oversee real-time operations, drive performance, and influence customer outcomes. This hands-on role requires expertise in data analysis and communication, offering a salary of £45,000 along with excellent benefits, including generous holiday and wellbeing perks.

Benefits

25 days' holiday (plus bank holidays)

Birthday and charity day off

Health cashback scheme

Company events and recognition awards

Qualifications

• Proven experience in Resource Planning, Real-Time Management or Contact Centre Analysis.
• Strong understanding of the planning cycle and live operational management.
• Confident communicator able to engage with all levels.

Responsibilities

• Own and shape all real-time planning activity.
• Monitor agent performance and make informed decisions.
• Analyze trends and propose solutions before issues escalate.

Skills

Resource Planning

Real-Time Management

Contact Centre Analysis

Analytical skills

Proficient in Excel

Communication skills

Tools

Power BI

Tableau

SQL

Job description

• Own and shape all real-time planning activity
• Small, supportive team

About Our Client

This is a standout opportunity for an experienced planner or real-time analyst to join a high-growth contact centre operation at the heart of the car finance industry. You'll be part of a small, collaborative planning team where you'll truly own your area - driving on-the-day performance, making live decisions, and influencing change that directly impacts customer experience and commercial success.

This isn't a role buried in spreadsheets - it's hands-on, fast-moving, and pivotal to the operation's success. You'll have the autonomy to shape how the business manages its day-to-day performance, working shoulder-to-shoulder with Sales and Operations leaders in a lively, high-energy environment.

You'll play a key role in bringing structure, insight, and influence to a 300-strong contact centre that's grown threefold in recent years and continues to dominate its space.

If you've ever wanted to move beyond traditional scheduling - to own the live environment, spot trends, and act decisively to keep service levels on track - this is the perfect platform.

Job Description

• Taking full ownership of real-time adherence across a large, multi-channel contact centre
• Monitoring live activity - agent status, breaks, talk times, and performance against SLAs - and making fast, informed decisions to protect service
• Analysing trends, forecasting potential pinch points, and proposing creative fixes before they escalate
• Producing clear, actionable reports that translate data into insight for leaders and front-line managers
• Partnering with Sales and Operations to improve performance, share learnings, and influence behaviour in real time
• Feeding insights into longer-term planning to continually refine efficiency and customer experience

The Successful Applicant

• Proven experience in Resource Planning, Real-Time Management or Contact Centre Analysis
• Strong understanding of the end-to-end planning cycle and the importance of live operational management
• Confident communicator who can engage and challenge at all levels - from advisors to senior leadership
• Highly proficient in Excel and comfortable working with large datasets
• Analytical, proactive, and unafraid to make decisions in the moment
• A genuine enthusiasm for how planning and data can drive better customer outcomes

Experience with BI tools (Power BI, Tableau, SQL) or telephony data is a plus, but mindset and ownership are what really matter here.

What's on Offer

You'll be joining a high-performing, energetic sales contact centre in Manchester city centre - just a short walk from Spinningfields. The atmosphere is dynamic, fast-paced, and driven by success. The leadership team is approachable and forward-thinking, and you'll be part of a small, friendly planning and insights function working closely with senior stakeholders.

Initially, this role will be based in the office five days a week to allow you to really get under the skin of the operation and make an impact quickly.

• £45,000 salary
• 25 days' holiday (plus bank holidays), rising with service
• Birthday and charity day off each year
• Health cashback scheme, GP service, income protection & wellbeing perks
• Company events, recognition awards, and development opportunities