Intraday Performance Team Leader
Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed.
Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service modelspanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Carewe deliver compliance, quality, and operational excellence while reducing cost and carbon impact.
Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.
Your purpose
Be what people need
The Intraday Performance Team Leader is a key role within the Client Service Excellence Centre, responsible for ensuring optimal intraday performance across our Contact Centre. This position focuses on real-time resource management, performance monitoring, and tactical execution to maintain industry-leading service standards for our clients. Core responsibilities include live queue oversight, daily performance analysis, and close collaboration with cross-functional teams to drive continuous improvement and operational efficiency.
How will you be the change?
We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way
And as a Intraday Performance Team Leader with Bellrock, you’ll do it by
Real-Time Performance Management
* Monitor all telephony queues in real time to ensure KPI goals are met across the Client Service Excellence Centre operating hours.
* Own the daily tactical plan, identifying potential issues and implementing solutions to mitigate risks.
* Maximise resource productivity by monitoring code usage, agent occupancy, and managing off-phone activity.
* Manage inbound and outbound call activity.
* Challenge non-adherence and drive accountability across teams.
* Keep stakeholders informed throughout the day on forecast accuracy, performance hotspots, concerns, and remedial actions.
* Take ownership of technical issues, liaise with relevant departments, and keep stakeholders updated.
Reporting & Insight
* Produce daily MI reports summarising previous day’s performance and trends.
* Support the wider Performance Management Team with analysis and insight.
* Collaborate with the Resource Planning Analyst on short-term activity booking.
Cross-Functional Engagement
* Engage with the other managers to ensure alignment across departments.
* Work collaboratively with other business areas to embed improvements and support shared service goals.
Be one of a kind.
What you’ll bring
* A proactive self-starter who thrives on autonomy and isn’t afraid to challenge the status quo.
* Strong observational and analytical skills with a keen eye for identifying trends and performance issues.
* Experience working with raw data sets and drawing actionable insights.
* Excellent communication skills, able to build effective relationships across all levels.
* Strong presentation skills, both written and verbal.
What does it take?
If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Intraday Performance Team Leader, you’ll need
* IT literate with strong Excel or Google Sheets skills able to build tracking tools and extract meaningful insights.
* Experience with Workforce Management platforms, especially Genesys.
* Familiarity with BI dashboarding and self-service tools (e.g., Power BI, Genesys)
* Exceptional attention to detail and organisational skills.
* Ability to manage multiple priorities and resolve issues in real time.
* Customer-focused mindset with strong problem-solving abilities and actional skills.
* Ability to manage multiple priorities and resolve issues in real time.
* Customer-focused mindset with strong problem-solving abilities.
Working arrangements
We embrace smarter working practices which offer our employees the opportunity to work their hours. For this position, the successful candidate will be required to work on site five days per week at our Leicester office, Peat House, 1 Waterloo Way, Leicester. The standard working hours are Monday to Friday, 8:30 am to 5:00 pm, with a half hour lunch break.
What can we offer you?
Upon joining Bellrock, you can expect a comprehensive benefits package including:
25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
Salary exchange pension scheme
Life cover
Paid sick leave
Health Assured employee assistance and wellness program
Enhanced maternity, paternity and adoption leave
Holiday purchase scheme of additional 5 days per year
Offers and discount scheme designed to save money on everyday shopping and essentials
Healthcare Cashplan
MotorSave Scheme
Refer a friend
Liftshare
Virtual GP
Helping you to shine
We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.
So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.
Ready to start shining?
Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock's IAC - Client Service Centre team, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.
Apply today.