Workforce Manager (Contact Centre)

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

Job summary

A leading recruitment agency is seeking an experienced Real Time Workforce Manager in Belper, UK. The role involves managing performance in a contact centre, ensuring optimal service levels and improving both employee and customer experience. Ideal candidates have a strong background in real-time management and proficiency in relevant software. Salary is £30,000 per annum plus benefits including 25 days holiday and ongoing professional development.

Benefits

25 days holiday plus bank holidays

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 to make quick, data-driven decisions.
• Excellent communication skills for clear real-time direction.

Responsibilities

• Develop structured forecasts and strategies to align workload against resource capabilities.
• Monitor performance in real time to deliver an optimal customer experience.
• Produce and present performance reports to senior management.

Skills

Real-time management

Workforce management software proficiency

Analytical skills

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

Overview

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.

Responsibilities

• Develop structured forecasts and strategies to align workload against resource capabilities, KPIs, and SLAs
• Communicate actions and guidelines clearly to Team Managers and agents, facilitating real-time coordination across departments
• Monitor performance in real time, including call queues, adherence, and service levels, to deliver an optimal customer experience
• Make real-time staffing and skill assignment decisions to balance service quality and operational efficiency
• Produce and present performance reports to senior management, highlighting KPIs and improvement opportunities
• Deliver root cause analysis and drive continuous improvement activities to achieve cost savings and efficiency gains

Qualifications

• 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

Hours and Salary

• Hours: Monday to Friday
• Salary: £30,000 per annum, plus bonus
• Benefits: 25 days holiday plus banks, Excellent pension, Team Building Days
• Development: 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.

Talk Staff Recruitment acts as a Recruitment Agency in relation to this vacancy.

See our website for more details and jobs available –

(phone number removed)