Are you a confident decision-maker with a passion for real-time performance optimisation? This is an exciting opportunity to lead the live management and analytics function within a dynamic Contact Centre environment. If you thrive in fast-paced settings and enjoy turning data into meaningful insights, then this role is your chance to make a real difference.
Job Summary
As the Resource Planning Lead, you’ll take ownership of intraday operations, ensuring service levels are met and performance is proactively managed across multiple communication channels. You'll monitor agent and team adherence, drive operational improvements, and deliver reporting that empowers the wider leadership team to make informed decisions. Your work will directly influence service quality and efficiency across the Contact Centre.
Your Role
In this role, you'll be responsible for managing real-time agent activity and ensuring adherence to schedules including breaks, lunches, and talk times. You’ll identify and act on potential issues as they arise, liaising with managers to make fast, data-backed decisions that maintain high performance. Alongside your live operational responsibilities, you’ll produce comprehensive reports covering inbound, outbound, SMS, and WhatsApp channels, providing clear insights on trends, risks, and opportunities for improvement. Your work will not only help maintain daily targets but also shape long‑term strategy and operational design.
About You
You're a confident communicator who can influence stakeholders at all levels and challenge constructively when needed. With a background in resource planning or data analysis within a Contact Centre environment, you're comfortable interpreting large datasets and turning them into compelling, actionable insights. You take a proactive, solutions‑focused approach to your work and are comfortable working under pressure in a performance‑led setting. If you’re passionate about continuous improvement and leveraging technology to enhance customer service, you’ll thrive in this role.
Some Bullet Points About You
* Proven experience in real‑time workforce management and intraday scheduling
* Advanced skills in Microsoft Excel, with a strong grasp of data analysis
* Able to communicate complex data in an accessible and engaging way
* Excellent organisational skills and the ability to manage competing priorities
* A natural collaborator who builds strong relationships across teams
* Knowledge of telephony platforms and call routing strategies is a plus
* An interest in using AI to improve Contact Centre performance is welcome
How to Apply
If you’re ready to take ownership of real-time performance and play a pivotal role in shaping Contact Centre success, we’d love to hear from you. Apply now to bring your expertise to a role where your insights and actions will drive daily performance and long‑term improvement.
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