At a Glance
- Tasks: Lead real-time planning and manage live operations in a dynamic contact centre environment.
- Company: Join a forward-thinking company focused on delivering high-quality customer service.
- Benefits: Enjoy a hybrid work model with travel opportunities and a supportive team culture.
- Other info: Opportunity for continuous improvement and career growth in a fast-paced setting.
- Why this job: Make impactful decisions that enhance customer experience and operational efficiency.
- Qualifications: Experience in contact centre operations and strong data analysis skills required.
The predicted salary is between 45000 - 55000 £ per year.
Are you an experienced planning professional who thrives in a fast-moving, live operations environment? My Client is looking for a Real Time & Resource Planning Manager to play a key role in the effective management of live contact centre performance, ensuring resources, demand and service levels are balanced throughout the day. This is a highly visible role where you will use real-time data, operational insight and sound judgement to support fast, effective decision-making. You will work closely with operational leaders and senior stakeholders to keep performance on track, respond to changing demand, and ensure customers continue to receive a high-quality service.
As Real Time & Resource Planning Manager, you will be responsible for leading the in-day planning and live operations approach across a busy, multi-channel contact centre environment. You will monitor performance in real time, identify emerging risks, and take proactive action to manage demand, capacity, system issues, colleague availability and service levels. This is a hybrid, UK-based role with travel to a regional office location as required.
Your Role
In this role, you will lead the deployment and execution of the in-day contact centre plan, ensuring resources are aligned to customer demand and wider business objectives. You will use real-time dashboards, workforce management systems and performance analytics to monitor live operations, identify pressure points and make swift recommendations or decisions to protect service delivery. You will work closely with operational teams to adjust capacity, manage demand fluctuations, support incident response and ensure contingency plans are activated when required. A key part of the role will involve improving live planning processes, strengthening operational resilience and driving a culture of continuous improvement. You will also provide clear performance insight and recommendations to senior stakeholders, helping the business understand trends, risks and opportunities across the live operation.
About You
You will have strong experience in contact centre operations, real-time planning, workforce management, demand forecasting or capacity planning within a high-volume, multi-channel environment. You will be confident using data, dashboards and workforce management tools to monitor performance and make practical, commercially sound decisions in the moment. You will be comfortable influencing operational leaders and senior stakeholders, particularly when service levels are under pressure or priorities need to shift quickly. You will bring a strong understanding of incident management, operational resilience and business continuity, alongside the ability to remain calm and decisive in fast-changing situations. Experience with systems such as workforce management platforms, contact centre systems, planning tools or similar technologies would be highly beneficial.
- Experience in real-time planning, live operations, workforce management or contact centre performance management.
- Strong understanding of demand forecasting, capacity planning and in-day resource optimisation.
- Confident monitoring live service performance across multi-channel contact centre environments.
- Able to make quick, data-led decisions to protect service levels and customer experience.
- Experienced in managing demand fluctuations, incidents, outages or operational disruption.
- Comfortable working with senior stakeholders and operational leadership teams.
- Skilled in using workforce management systems, dashboards and analytics tools.
- Strong communication skills with the ability to explain insight clearly and influence action.
- Continuous improvement mindset with an interest in automation, process improvement and operational excellence.
- Comfortable working in a hybrid role with travel to a regional office location as required.
Real Time & Resource Planning Manager (Hybrid) employer: Black & White Recruitment
Join a dynamic and innovative team as a Real Time & Resource Planning Manager, where your expertise will be valued in a fast-paced contact centre environment. Our company fosters a collaborative work culture that prioritises employee growth through continuous improvement initiatives and offers hybrid working arrangements for a better work-life balance. With opportunities to influence key operational decisions and engage with senior stakeholders, you will play a crucial role in enhancing service delivery while enjoying the unique advantages of working in a supportive and forward-thinking organisation.
Contact Details:
Black & White Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Real Time & Resource Planning Manager (Hybrid)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to real-time planning and resource management. Use examples from your past experiences to showcase your skills and how you handle pressure.
✨Tip Number 3
Showcase your data skills! Be ready to discuss how you've used dashboards and analytics tools in previous roles. Highlight specific instances where your decisions positively impacted service levels.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Real Time & Resource Planning Manager (Hybrid)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Real Time & Resource Planning Manager role. Highlight your experience in contact centre operations and real-time planning, showcasing how you've successfully managed resources and demand in a fast-paced environment.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of how you've used data and analytics to make quick decisions that improved service delivery in previous positions.
Showcase Your Skills:Don’t forget to highlight your skills with workforce management systems and performance analytics tools. We want to see how comfortable you are using these technologies to monitor live operations and make data-led decisions.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on the path to joining our team!
How to prepare for a job interview at Black & White Recruitment
✨Know Your Numbers
As a Real Time & Resource Planning Manager, you'll be expected to handle data like a pro. Brush up on your knowledge of real-time dashboards and workforce management systems. Be ready to discuss how you've used data in past roles to make quick decisions that improved service levels.
✨Showcase Your Problem-Solving Skills
This role requires you to manage demand fluctuations and operational disruptions. Prepare examples from your experience where you identified emerging risks and took proactive measures. Highlight your ability to remain calm under pressure and how you’ve successfully navigated challenging situations.
✨Communicate with Confidence
You'll need to influence senior stakeholders and operational leaders, so practice articulating your insights clearly. Think about how you can explain complex data in simple terms. Role-play potential scenarios where you might need to persuade others to take action based on your recommendations.
✨Embrace Continuous Improvement
Demonstrate your mindset for continuous improvement by discussing any initiatives you've led or been part of. Whether it’s process automation or enhancing operational resilience, be prepared to share specific examples that show your commitment to driving excellence in live operations.
