Resource Planning Manager (Contact Centre)

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.

To be considered for the role, you’ll require the following 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

Within this position, you’ll also be:

• 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.

Talk Staff Recruitment act as an Recruitment Agency in relation to this vacancy.

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