Realtime and Allocation Manager

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

Join Our Team as a Realtime and Allocation Manager

What you’ll do:

This is a critical role at the heart of our Planning and Reporting function, helping to ensure services run smoothly and efficiently across both our member helpline and back-office casework teams. Using real-time analytics and performance data, you will monitor operational activity, prioritise and allocate work, and provide valuable insights that support excellent service delivery for our members. Working closely with operational and planning colleagues, you will balance resource demands, optimise performance, and contribute to end-to-end workforce planning. With a keen eye for detail and a proactive approach, you will play a key role in identifying opportunities to improve processes, technology, and ways of working, helping Brightwell deliver an outstanding experience for members and clients.

This role would suit someone who:

• Can develop and manage daily and weekly resource plans, aligning workload priorities with operational demand to achieve member service and performance targets.
• Has the ability to coordinate and allocate work across front and back-office teams, monitoring activity in real time and adjusting resources to balance demand, maximise productivity, and maintain service levels.
• Produces and analyses intraday performance metrics and operational reports, providing insights on trends, risks, and opportunities to support effective decision-making.
• Schedules training, coaching, meetings, and other business activities, working closely with operational leaders to ensure resources are optimised while addressing skills and capability requirements.
• Maintains strong governance over work allocation and planning processes, ensuring decisions, actions, and performance commentary are accurately documented while driving continuous improvement across operational delivery.
• Strong problem resolution and decision-making skills and ability to resolve issues - be creative and resourceful, demonstrate sound judgment and accountability, escalating issues as appropriate
• Self-motivated; able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to identify quality solutions
• Strong organisational, planning and project management skills; ability to prioritise tasks to meet business requirements and deadlines
• Ability to work with functional groups and different level of employees throughout BTPS to effectively and professionally achieve business results
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively
• Proven track record in Real-Time contact centre management and skills-based routing.
• Experience working in a financial services environment, in a similar role.
• Experience of working within a back office or client customer/ member facing telephony environment.
• Skilled with Microsoft Office tools including Excel, PowerPoint and Word to analyse and communicate performance and planning information
• Strong ability to interpret and analyse data quickly and accurately
• Strong stakeholder influencing and negotiating skills and experience
• Experience in real-time monitoring across both front and back-office functions
• Experience in using 8x8 or similar call management systems
• History of WFM and telephony routing technology configuration
• Experience of using Intellipen pensions administration system
• Experience of producing tactical resource plans and of prioritising and allocating pensions administration casework

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

• Annual performance bonuses of up to 5- 10%
• 25 days holiday (increasing to 30 with service) plus bank holidays.nu
• A pension with 15-17% employer contributions (depending on age).
• 8 x salary Life Insurance.
• Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
• Free health assessments.
• Health cash plan.
• Professional study support.
• Employee Assistance Programme and free Wellhub wellness network platform access.
• Free on-site parking.

Building an inclusive work environment:

Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell’s RISE corporate values: Responsible, Impactful, Supportive & Expert.