Real Time Manager

£30,000 - £32,000 + Benefits

We're delighted to be supporting a business that prides itself on giving people opportunities to develop and progress into roles they can be proud of! Looking to take your Real Time Planning leadership skills and apply them to a business that is growing at an incredible rate? Our client in Sunderland is looking to recruit a Real Time Manager to coach, develop and lead an experienced team of Real Time Analysts. 

If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other WFM & Resource Planning positions!


Job Summary

Our client’s Resource Planning team has recently grown and with that growth comes the need for a new Real Time Manager which is where you come in. This business supports a large remit of customers across  Scotland and has seen an increase in the demand for their services throughout the pandemic. The business continues to lead the way as an industry leader in their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact on their success.


Your role

As the Real Time Manager, you'll manage a team of Real Time Analysts to deliver weekly resource management of people providing clear analysis on historical trends and making recommendations to optimise performance for the day/week. 


About you

We're looking for an experienced Intraday/Duty Manager with at least 3 years of working in a Contact Centre Planning team. You will have experience in managing a Real Time Team with detailed knowledge in WFM systems, Forecasting, Scheduling methodologies in a Call Centre environment (extra points if you have experience of working with IEX Total View WFM System), and have been great at it and all that being a Real Time Manager involves –if it needs explaining then this is probably not for you.


Some bullet points about you:

  • Proven experience in producing Intraday/interval workloads 

  • Excellent attention to detail and Analytical skills 

  • Ability to analyse complex data and summarise to an array of audiences 

  • Proven stakeholder management exposure at all levels, demonstrating influence and communication skills 


How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then contact us and make it for the attention of John who will answer any questions that you might have!