Realtime Allocation Manager | Workforce Planning & Analytics

Brightwell; Chesterfield; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual performance bonuses up to 5-10%

25 days holiday (to 30 with service)

Employer pension contributions 15-17%

Life insurance (8x salary)

Family-friendly policies (up to 26 wks

Free health assessments

Health cash plan

Professional study support

Employee Assistance Programme and Well

Wellhub wellness platform access

Free on-site parking

Job summary

Brightwell is recruiting a Realtime and Allocation Manager to join our Planning and Reporting function. You will monitor operations in real time, balance workloads across member helpline and back-office teams, and drive efficiency through data-led decisions to ensure service levels meet targets.

You will collaborate with operational and planning colleagues, develop daily and weekly resource plans, and contribute to end-to-end workforce planning.

Qualifications

• Experience in Real-Time contact centre management and skills-based routing.
• Experience in financial services or pensions administration environment.
• Experience in back-office or client/customer telephony environments.
• Strong Excel, PowerPoint and Word for performance analysis.

Responsibilities

• Develop and manage daily and weekly resource plans aligned to demand.
• Coordinate and allocate work across front and back-office teams in real time.
• Produce and analyse intraday performance metrics and reports.
• Schedule training and meetings with operational leaders.
• Govern and document decisions while driving continuous improvement.

Skills

Real-time contact centre management

Data analytics

Stakeholder management

Telephony routing

Workforce management (WFM)

Microsoft Office

Tools

8x8 call management

Intellipen pensions system

Job description

Brightwell is recruiting a Realtime and Allocation Manager to join our Planning and Reporting function. You will monitor operations in real time, balance workloads across member helpline and back-office teams, and drive efficiency through data-led decisions to ensure service levels meet targets.

You will collaborate with operational and planning colleagues, develop daily and weekly resource plans, and contribute to end-to-end workforce planning.