Real Time Management Team Lead

The role

The Senior Real-Time Management Team Lead will lead, mentor, and develop a team of Real Time Analysts. This person will manage queue performance across multiple channels and coordinate with BPO RTMs to ensure optimal staffing.

What you will do

• Manage, guide, and support a team of Real Time Analysts
• Develop tailored growth strategies for direct reports
• Ensure compliance with company policies and procedures
• Drive continuous improvement initiatives
• Collaborate with NOC, operations, and remote centres to resolve downtime and telephony issues
• Develop, update and test Business Continuity Plans
• Monitor real-time metrics to meet service level agreements
• Manage agent activity and adherence in real-time
• Ensure real-time data in NICE IEX is updated promptly
• Generate and analyse reports to identify trends and opportunities

Required qualifications

• Recent hands-on involvement in day-to-day real-time execution
• Minimum 5 years of leadership experience, including Real Time Management and people management in a call centre or similar environment
• Strong understanding of call centre operations, metrics, and key performance indicators (KPIs)
• Experience using WFM tools such as NICE IEX, InContact, or similar platforms
• Excellent MS Office application knowledge, in particular, Excel
• Strong analytical, organizational, and communication skills
• Demonstrated ability to manage multiple stakeholders and navigate complex situations
• Ability to adapt to changing business needs and act proactively in high-pressure situations
• Flexibility in working hours for 24/7 operations

Nice to have

• Experience of working in large multi-skilled, multi-lingual contact centre environments

Benefits

• Competitive compensation packages including base salary and annual bonuses
• Work your way flexibility
• Flexible schedule
• Donation matching
• Tuition assistance
• Lifestyle benefit
• Travel perks
• Employee assistance program
• Health benefits
• Generous referral scheme

About the company

The Tripadvisor Group connects people to experiences worth sharing and aims to be the world’s most trusted source for travel and experiences. Its subsidiaries include Tripadvisor, Viator, and TheFork.