Real Time & Allocation Manager

Join Our Team as a Real Time & Allocation ManagerLocation: Chesterfield, DerbyshireAre you analytical, detail-driven, and passionate about improving how things work? Would you like to be part of an exciting, growing, award-winning pensions business that is transforming client onboarding? If so, we want to hear from you! Due to continued growth, Brightwell is looking for experienced professionals to support our Member Services Onboarding team. You’ll work at the heart of high-impact projects, helping to shape smooth, efficient transitions for new clients and deliver exceptional experiences from day one.What you’ll do:Agree tactical workload priorities (daily / weekly) with operational leadership team and produce daily resource and performance plans with workload priorities, allocation and resource availability to achieve agreed member service level targets.Allocate work to operational staff based on tactical priorities and resource availability. Maintain close contact with operational teams throughout each day to seek feedback on own activities and to address any issues or concerns with workload.Manage the operational capacity plans in real-time to match resource to demand across front and back office operational activities, driving productivity and improving efficiencies to achieve operational performance.Plan and schedule coaching sessions, meetings, training, and any special events based on business requirementsMonitor and analyse real time performance against plan including the volume of calls offered and answered within service level, average handling times, FTE levels, shrinkage levels, schedule adherence, etc. Produce Intraday reporting against these and other key performance indicators.This role would suit someone with:Proven track record in Real-Time contact centre management and skills based routing.Experience of working within a back office or client customer/ member facing telephony environment.Ability to work with functional groups and different level of employees throughout BTPS to effectively and professionally achieve business resultsStrong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectivelyStrong stakeholder influencing and negotiating skills and experienceWhy Brightwell?As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:Annual performance bonus of up to 10%.25 days holiday (increasing to 30 with service) plus bank holidays.A pension with 15-17% employer contributions (depending on age).8 x salary Life Insurance.Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)Free health assessments.Health cash plan.Professional study support.Employee Assistance Programme and free Wellhub wellness network platform access.Free on-site parking.Building an inclusive work environment:Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell’s RISE corporate values: Responsible, Impactful, Supportive & Expert.Apply Now! (sign up and login link here)

Created: 2025-08-03