Real Time Management Team Lead
Core
Leading a team of Real Time Analysts to manage call center queues, ensure SLA adherence, and drive operational efficiency across multiple channels.
Role type
Senior Real-Time Management Team Lead (People Management)
Builds
Operational stability and performance for a global contact center
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-Time Management, People Management, Call Center Operations, WFM Tools (NICE IEX, InContact), Excel, Analytical Skills, Stakeholder Management, Process Improvement, Crisis Management, Team Coaching
Preferred skills
Multi-lingual environment experience, 24/7 flexibility, Strategic Planning, Change Management
Technologies
NICE IEX, InContact, MS Office
Responsibilities
Manage and mentor a team of Real Time Analysts; Monitor real-time metrics and adjust staffing to meet SLAs; Collaborate with NOC and operations to resolve downtime; Develop and test Business Continuity Plans; Generate and analyze operational reports; Handle agent activity exceptions and schedule management.
Seniority
Senior, hands-on IC with leadership responsibilities