Duty Manager

Location: Doncaster
Reports to: Contact Hub Operations Manager
Salary: Circa £32k

Role Summary

The Intraday Co-ordinator is the operational heartbeat of the Contact Hub. They ensure service levels are met in real time by managing agent availability, dialler campaigns, and workforce planning. The role requires strong coordination, quick decision-making, and collaboration with Team Leaders and cross-functional teams.

Key Responsibilities

• Lead day-to-day operations of the Contact Hub, ensuring service levels and performance targets are achieved.
• Manage and optimise outbound dialler activity, aligning campaigns with engineer capacity.
• Own workforce management: forecasting, scheduling, adherence, and real-time adjustments.
• Monitor live performance metrics (occupancy, adherence, contact rates, service levels).
• Report on intraday performance, blockers, and improvement opportunities.
• Partner with Team Leaders, Campaign, Engineering, and Operations teams to maintain smooth operations.
• Handle escalations and resolve operational issues quickly.

Candidate Profile

Essential Skills & Experience

• Strong workforce management and scheduling skills.
• Experience managing outbound dialler campaigns.
• Confident in real-time operational decision-making.
• Familiarity with WFM tools, dialler platforms, and CRM/contact centre systems.
• Excellent collaboration and communication skills.
• Calm under pressure with a problem-solving mindset.

Preferred Background

• Degree or equivalent in Business, Operations, or related field.
• Certifications in workforce management, operations, or project management (e.g., Six Sigma, Prince2, WFM tools).
• Previous experience in a fast-paced contact centre or similar environment.

Personal Attributes

• Strong leadership and coordination skills.
• Organised, detail-oriented, and adaptable.
• Clear, confident communicator with cross-functional teams.
• Able to prioritise competing demands and maintain composure under pressure.

For further information on this role Call Ell on 01709 820102