Workforce Manager - Call Centre

Real-Time Workforce Manager - Contact Centre Operations
Precision in the Present - Powering Performance in Real Time!
📍 Location: Belper, Derbyshire (own transport essential due to location)
💰 Pay: £30,000 per annum + Bonus Opportunities
🕒 Hours: 39.5
🗓️ Contract Type: Permanent
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About the Role
Join a global leader in sustainable climate solutions, where innovation meets purpose. As a Real-Time Workforce Manager, you'll play a pivotal role in ensuring operational efficiency and service excellence across a dynamic contact centre environment.
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Key Responsibilities
* Develop structured forecasts and real-time strategies to meet business KPIs and SLAs
* Monitor live performance metrics (call queues, agent adherence, service levels)
* Make real-time decisions on staffing, skill assignments, and workload balancing
* Communicate effectively with Team Managers and cross-functional departments
* Enforce schedule adherence, breaks, and productivity standards
* Deliver real-time performance reports and root cause analysis to senior leadership
* Drive continuous improvement initiatives to enhance employee and customer experience
* Own KPIs in Vonage/Monet (e.g., service levels, occupancy, AHT, utilisation)
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Ideal Candidate
* Proven experience in real-time workforce management within a contact centre
* Proficient in WFM tools and real-time monitoring software
* Strong analytical and problem-solving skills
* Excellent communication skills (written and verbal)
* Degree in Business, Operations Management, or related field (preferred)
* GCSEs (Grade C or above) in Maths and English required
* Level 5 Customer Service qualification (desirable)
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What You Can Expect
* A modern, refurbished contact centre with sit-stand desks
* A supportive team culture with regular team-building events
* Clear shift communication and a strong focus on work-life balance
* 25 days holiday + bank holidays
* Attractive pension scheme
* Inclusive and equitable workplace culture

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.