Real-Time Workforce Performance Lead

What you’ll own

• Real-time performance across queues, channels, and service lines
• Live monitoring of service levels, adherence, occupancy, and coverage
• Fast, decisive workforce adjustments (breaks, schedules, skills, overtime)
• Immediate response to spikes, outages, and operational disruptions
• Escalation of risks with clear, data-backed recommendations
• End-to-end integrity of workforce data, reporting, and payroll inputs

You’ll be the go-to in critical moments, balancing customer demand, operational targets, and frontline experience.

What you bring

• Proven experience in real-time workforce / intraday performance (2+ years)
• Confidence operating in high-pressure, fast-moving environments
• Strong commercial instinct : you know what matters and act fast
• Advanced Excel and workforce systems capability (e.g. Genesys, Calabrio)
• Deep understanding of contact centre metrics and performance drivers
• Exceptional attention to detail with the ability to see the bigger picture
• Clear, concise communication : especially when it counts

Why this role stands out

This isn’t a passive reporting role, it’s hands-on, high-impact, and highly visible. You’ll have direct influence on daily performance outcomes and the autonomy to make decisions that matter.

The bottom line

If you’re ready to step into a role where your decisions drive real-time outcomes, and you can back yourself to get it right? we want to hear from you.