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 efficie...