Back Posted: Oct 14 2025

Workforce Manager (Contact Centre)

Belper, Derbyshire , United Kingdom

Customer Service jobs >> Advisor/Assistant/Manager

Negotiable

Permanent

Name Confidential

Description

We are seeking an experienced Real Time Workforce Manager to join a busy contact centre operation, ensuring service levels are met while optimising resources and improving employee and customer experience. This is a key role in managing performance, delivering operational excellence, and driving continuous improvements.

To be considered for the role, you’ll require the following essentials:

Proven experience in real-time management within a contact centre or customer service environment
Proficiency in workforce management software and real-time monitoring tools
Strong analytical skills with the ability to make quick, data-driven decisions
Excellent communication skills, with the ability to provide clear real-time direction
A degree in Business, Operations Management, or related field (desirable)
GCSE grade C or equivalent in Maths and English (essential), with a Level 5 Customer Service qualification beneficial
Within this position, you’ll also be:

Developing structured forecasts and strategies to align workload against resource capabilities, KPIs, and SLAs
Communicating actions and guidelines clearly to Team Managers and agents, facilitating real-time coordination across departments
Monitoring performance in real time, including call queues, adherence, and service levels, to deliver an optimal customer experience
Making real-time staffing and skill assignment decisions to balance service quality and operational efficiency
Producing and presenting performance reports to senior management, highlighting KPIs and improvement opportunities
Delivering root cause analysis and driving continuous improvement activities to achieve cost savings and efficiency gains
Hours and Salary

Monday to Friday
£30,000 per annum, plus bonus
25 days holiday plus banks
Excellent pension
Team Building Days
Ongoing professional development opportunity

Talk Staff Recruitment is an established division of Talk Staff Group and works with companies throughout the East Midlands and UK with roles including many areas such as: Accountancy & Finance, Human Resources, Marketing, Contact Centre and Office Support.

Talk Staff Recruitment act as an Recruitment Agency in relation to this vacancy.

See our website for more details and jobs available -

(phone number removed)

No. of positions available*: 1
Salary: Negotiable
Experience: None
Education: None
Post Date: October 14, 2025
Job id:. CV-126198
Position Type: Permanent
Applicants: 0
Views: 1

Refer $50 Save job Free resume review Apply Now

Alert me to new jobs like this: Customer Service jobs in city Belper

Email address

Create alert

By continuing your agreeing to our term and conditions

Find us at:

Never provide bank account, credit card details or any other financial information, or make any form of payment, when applying for a job. If you are ever asked to do this by a recruiter on Pure Jobs please click the Report button or contact us with the advertiser's company name and the title of the job vacancy. You should not send any money to anyone. A genuine employer with a job offer would never ask you to do this.

Report this job

Report a job

If you're concerned about a job advert, let us know and our quality team will investigate.

Your name(*)

Invalid Input

Your email address(*)

Invalid Input

Please select you reason(*)

Additional information(*)

Invalid Input

Workforce Manager (Contact Centre)

Description

Find us at:

Report a job

Related Search:

Name Confidential

Job Seeker //

Employer //

About Us //

Follow //

PLEASE NOTE! WE USE COOKIES AND SIMILAR TECHNOLOGIES FOR THE BEST USER EXPERIENCES

Sign in to your account

Workforce Manager (Contact Centre)

Description

Find us at:

Report a job

Related Search:

Name Confidential

Similar Jobs

More jobs from this company

Job Seeker //

Employer //

About Us //

Follow //

Subscribe to updates from our blog

PLEASE NOTE! WE USE COOKIES AND SIMILAR TECHNOLOGIES FOR THE BEST USER EXPERIENCES