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

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