Let’s start with the role:

The Real Time Manager is responsible for planning and coordinating the execution of the Real Time Adherence department for the Service Performance and Customer Support teams across multiple sites, to create high engagement in all channels and drive support related KPIs and metrics.  

• Ensure the RTA team is using all available tools to oversee real-time global queues and workloads, ensuring optimal performance to attain service levels. Attend business reviews and share insights with BPO teams. 
• Analyze contact center volumes, discern patterns and communicate findings - Report on vital statistics such as service levels, KPIs and adherence metrics, as well as owning Kaizen's Incident Management reporting process. Gather and analyze contact volume trends and communicate requirements to relevant stakeholders 
• Provide guidance and direction intraday to internal Teams. Assist in the business and personal development of the Team.
• Ensure that customer support routing and support strategies are completed as per plan and all the relevant stakeholders are aware of the volumes, performance, issues and outcomes;
• Own and manage the Incident Management communications process and associated reporting. Identify customer touchpoints within workflows to ensure that the right actions and communications are implemented;
• Ensure the delivery of regular reporting to senior stakeholders on success of Internal stakeholders and BPO partners performance, demonstrating a deep understanding of customer motivation.

 

What you’ll bring:

 

• Relevant work experience in a Real Time Manager role, ranging from 7-10 years managing a team of RTA Supervisors, Team Leads and Analysts in a multi-site, multi-language, high volume environment;
• A bachelor’s degree in business administration, management, finance, statistics, mathematics, or a related field. A master’s degree in business administration (MBA) or a specialized field related to workforce management can be advantageous; 
• Strong analytical skills to interpret data, identify trends, and make data-driven decisions;
• Advanced proficiency in Excel and other data analysis tools to create reports and forecasts;
• Understanding of statistical methods and their application in trending, forecasting and scheduling;
• Solid experience in implementing, driving and managing complex multi-channel reporting and adherence strategies;
• Strong organizational skills to manage multiple tasks and projects simultaneously;
• Ability to identify problems quickly and develop effective solutions.
• Strong Proficiency in Data Tools: MS Office, SQL, or Python;
• Proficiency in other RTA/WFM and CRM Tools: specifically, Zendesk, Jira and Power BI would be an asset;
• Exceptional stakeholder management and collaboration skills;
• Excellent Command of the English language, both written and spoken. 
• Six Sigma or Project Management experience with process improvement methodologies that can help streamline workforce management processes, would be an asset.