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.
Job Summary
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. Specific site details will be discussed with suitable applicants during the recruitment process.
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.
Some Bullet Points About You
- 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.
How to Apply
If you are an experienced real-time planning or live operations professional looking for a role where you can make a direct impact on service performance, customer experience and operational resilience, we would be keen to hear from you. Please apply with your latest CV for further information.