Overview We are seeking a proactive and highly organised Intraday Co-ordinator to join our Contact Hub operations team. This role is the heartbeat of the hub, responsible for managing day-to-day service delivery, balancing workforce planning with campaign execution, and ensuring smooth real-time operations. As an Intraday Co-ordinator, you will take full ownership of scheduling, service levels, and campaign management across a hub of 4070 agents. You will ensure the right people are in the right place at the right time, keep campaigns aligned with field service capacity, and act as the go-to person for operational decision-making. Key Responsibilities Real-Time Operations & Performance Management Act as the central control point for live Contact Hub activity, monitoring call queues, occupancy, and service levels in real-time. Make immediate intraday adjustments to maintain service delivery, balancing customer demand with available resources. Manage challenges such as system downtime, call spikes, or unexpected absences, keeping operations stable and effective. Act as the first point of escalation for operational issues, providing quick, informed decisions to maintain continuity. Dialler & Campaign Oversight Take ownership of outbound dialler activity, ensuring campaigns run efficiently and meet business objectives. Monitor campaign performance in real-time, reallocating resources where needed to maximise effectiveness. Align outbound campaign activity with engineer availability and business priorities, ensuring data is accurately targeted. Work closely with campaign managers to review outcomes, share insights, and refine strategies for better engagement and conversion. Workforce Management & Scheduling Build and maintain schedules to ensure adequate coverage across all operating hours. Proactively manage intraday changes such as shift swaps, sickness, and peak demand periods. Optimise break patterns, coaching sessions, and meetings to ensure consistent coverage with minimal disruption. Monitor adherence, occupancy, and productivity in real-time, taking corrective actions to keep service levels on target. Stakeholder & Team Collaboration Partner with Team Leaders to maintain team performance, engagement, and operational discipline. Liaise with Campaign, Engineering, and Operations teams daily to balance resource supply with campaign demand. Provide operational insights to support wider management and decision-making. Foster collaboration and communication across departments, ensuring alignment on daily priorities. Reporting, Insights & Continuous Improvement Deliver accurate intraday and end-of-day reports covering key operational metrics, trends, and risks. Analyse performance data to identify inefficiencies, underperformance, or recurring issues. Recommend process improvements that drive efficiency in workforce management and campaign execution. Share insights with stakeholders to support smarter planning, campaign design, and operational consistency. Qualifications Minimum: GCSEs or equivalent. Preferred: Degree in Business, Operations, or related field. Desirable: Certifications such as Contact Centre Operations, Workforce Management, Six Sigma, or Prince2.