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Are you a natural problem solver who thrives in a fast-paced, data-led environment - but loves being close enough to see your decisions make a real difference?
Client Details
This is a standout opportunity for an experienced planner or real-time analyst to join a high-growth contact centre operation at the heart of the car finance industry. You'll be part of a small, collaborative planning team where you'll truly own your area - driving on-the-day performance, making live decisions, and influencing change that directly impacts customer experience and commercial success.
This isn't a role buried in spreadsheets - it's hands-on, fast-moving, and pivotal to the operation's success. You'll have the autonomy to shape how the business manages its day-to-day performance, working shoulder-to-shoulder with Sales and Operations leaders in a lively, high-energy environment.
You'll play a key role in bringing structure, insight, and influence to a 300-strong contact centre that's grown threefold in recent years and continues to dominate its space.
If you've ever wanted to move beyond traditional scheduling - to own the live environment, spot trends, and act decisively to keep service levels on track - this is the perfect platform.
Description
Taking full ownership of real-time adherence across a large, multi-channel contact centre
Monitoring live activity - agent status, breaks, talk times, and performance against SLAs - and making fast, informed decisions to protect service
Analysing trends, forecasting potential pinch points, and proposing creative fixes before they escalate
Producing clear, actionable reports that translate data into insight for leaders and front-line managers
Partnering with Sales and Operations to improve performance, share learnings, and influence behaviour in real time
Feeding insights into longer-term planning to continually refine efficiency and customer experience
Profile
Proven experience in Resource Planning, Real-Time Management or Contact Centre Analysis
Strong understanding of the end-to-end planning cycle and the importance of live operational management
Confident communicator who can engage and challenge at all levels - from advisors to senior leadership
Highly proficient in Excel and comfortable working with large datasets
Analytical, proactive, and unafraid to make decisions in the moment
A genuine enthusiasm for how planning and data can drive better customer outcomes
Experience with BI tools (Power BI, Tableau, SQL) or telephony data is a plus, but mindset and ownership are what really matter here.
Job Offer
You'll be joining a high-performing, energetic sales contact centre in Manchester city centre - just a short walk from Spinningfields. The atmosphere is dynamic, fast-paced, and driven by success. The leadership team is approachable and forward-thinking, and you'll be part of a small, friendly planning and insights function working closely with senior stakeholders.
Initially, this role will be based in the office five days a week to allow you to really get under the skin of the operation and make an impact quickly.
45,000 salary
25 days' holiday (plus bank holidays), rising with service
Birthday and charity day off each year
Health cashback scheme, GP service, income protection & wellbeing perks
Company events, recognition awards, and development opportunities
