We are seeking an experienced Workforce Manager (Real-time Analyst) to join our Customer Service team and ensure real‑time adherence to service levels, optimise staffing and deliver an excellent customer experience. The successful candidate will use workforce management tools and operational insight to monitor performance, manage intraday resourcing, and support colleagues across contact channels.

Key responsibilities

• Monitor real‑time contact volumes, service levels and queue performance across voice, chat and email channels using WFM/RTM systems, and take proactive actions to maintain targets.

• Adjust intraday schedules, breaks and splits to match demand, authorise overtime or re‑allocate resource where appropriate and communicate changes to frontline teams.

• Produce and distribute accurate performance reports and operational dashboards to stakeholders; escalate trends and risks and recommend corrective actions.

• Work closely with workforce planning, scheduling and operations to support forecasting accuracy, adherence monitoring and occupancy optimisation.

• Participate in continuous improvement initiatives to refine real‑time processes, reduce shrinkage and improve customer outcomes.

• Maintain accurate records of intraday decisions, incidents and adjustments, and ensure compliance with company policies and data protection requirements.

• Remain flexible to cover operational needs outside core hours when required and support rota changes at short notice.

Skills and experience required

• Proven experience working in a real‑time analyst, workforce management or operations role within a contact centre or customer service environment.

• Strong product knowledge relevant to the business and the ability to quickly learn and share new information with colleagues and customers.

• Proficiency with industry WFM/RTM tools and scheduling systems, Excel and business reporting tools; comfortable working with real‑time dashboards and KPIs.

• Demonstrable attention to detail, strong numerical skills and the ability to interpret performance data to inform decisions.

• Good communication and stakeholder management skills with the ability to influence and coordinate activity across multi‑disciplinary teams.

• Ability to work under pressure, balance competing priorities and make quick, effective decisions in a dynamic operational setting.

Personal qualities

• Resilient: remains composed under pressure and maintains focus on operational outcomes.

• Positive attitude: approachable, solution‑focused and committed to creating a supportive working environment.

• Passionate: genuinely cares about customer experience and colleague success, driving continuous improvement.

• Attention to detail: meticulous with data, schedules and reporting to ensure accuracy and reliability.

• Motivated: proactive in identifying opportunities to improve performance and willing to take ownership of outcomes.

• Empathetic: understands colleague and customer perspectives and responds with compassion and professionalism.

• Adaptable: comfortable with change, flexible with working patterns and able to reprioritise quickly.

What we offer

• Competitive salary and performance‑related benefits.

• Company pension scheme and life assurance.

• Opportunities for professional development and internal progression, with access to training in workforce management systems and coaching skills.

• Supportive and inclusive working environment focused on wellbeing and collaborative working.

Working hours and location

• Full‑time role; standard hours with flexibility required to support peak times and intraday operational needs.

• Hybrid working model where applicable: a mix of office‑based and remote duties to monitor live operations.

• Occasional out‑of‑hours working or shift patterns may be required to cover critical business periods.

We welcome applications from candidates of all backgrounds and are committed to fair and inclusive recruitment practices. If you are a motivated real‑time analyst with excellent customer service skills and a passion for operational excellence, we’d love to hear from you.