Resource Planning Manager (Contact Centre)

Talk Staff Group Ltd; Belper CP; On-site; GBP 30,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Real Time Workforce Manager for their contact centre in Belper. You will be responsible for monitoring performance, making staffing decisions, and enhancing customer experience while managing workload against resources. The ideal candidate has experience in real-time management, strong analytical skills, and excellent communication abilities. A competitive salary of £30,000 per annum plus benefits is offered.

Benefits

25 days holiday plus banks

Excellent pension

Team Building Days

Ongoing professional development opportunity

Qualifications

• Proven experience in real-time management within a contact centre or customer service environment.
• Strong analytical skills with the ability to make quick, data-driven decisions.

Responsibilities

• Developing structured forecasts and strategies to align workload against resource capabilities.
• Monitoring performance in real time to deliver an optimal customer experience.
• Producing and presenting performance reports to senior management.

Skills

Real-time management

Workforce management software proficiency

Strong analytical skills

Excellent communication skills

Education

Degree in Business, Operations Management, or related field

GCSE grade C or equivalent in Maths and English

Level 5 Customer Service qualification

Job description

We are seeking an experienced Real Time Workforce Manager to join a busy contact centre operation, ensuring service levels are met while optimising resources and improving employee and customer experience. This is a key role in managing performance, delivering operational excellence, and driving continuous improvements.

Overview

Essentials

• Proven experience in real-time management within a contact centre or customer service environment
• Proficiency in workforce management software and real-time monitoring tools
• Strong analytical skills with the ability to make quick, data-driven decisions
• Excellent communication skills, with the ability to provide clear real-time direction
• A degree in Business, Operations Management, or related field (desirable)
• GCSE grade C or equivalent in Maths and English (essential), with a Level 5 Customer Service qualification beneficial

Responsibilities

• Developing structured forecasts and strategies to align workload against resource capabilities, KPIs, and SLAs
• Communicating actions and guidelines clearly to Team Managers and agents, facilitating real-time coordination across departments
• Monitoring performance in real time, including call queues, adherence, and service levels, to deliver an optimal customer experience
• Making real-time staffing and skill assignment decisions to balance service quality and operational efficiency
• Producing and presenting performance reports to senior management, highlighting KPIs and improvement opportunities
• Delivering root cause analysis and driving continuous improvement activities to achieve cost savings and efficiency gains

Hours and Salary

• Monday to Friday
• £30,000 per annum, plus bonus
• 25 days holiday plus banks
• Excellent pension
• Team Building Days
• Ongoing professional development opportunity

Talk Staff Recruitment is an established division of Talk Staff Group and works with companies throughout the East Midlands and UK with roles including many areas such as: Accountancy & Finance, Human Resources, Marketing, Contact Centre and Office Support.

See our website for more details and jobs available - http://www.talkstaff.co.uk/jobs

01773 828 326