Real-Time Performance Contact Centre Lead

Page Personnel; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading contact centre operation in Manchester is seeking an experienced planner or real-time analyst to drive performance and improve customer experience. You will shape real-time planning activities and make informed decisions in a dynamic environment. The ideal candidate has proven experience in resource planning. This role offers an exciting opportunity to work closely with sales and operations leaders.

Qualifications

• Proven experience in Resource Planning or Real-Time Management.

Responsibilities

• Own and shape all real-time planning activity.
• Monitor live activity - agent status, breaks, talk times, performance against SLAs.
• Analyse trends and propose creative fixes.

Job description

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

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