Real Time Management Team Lead

4 дн. назад

ВеликобританияLeadOnsite

performance managementteam leadershipschedulingtelephony

Lead and manage a team of Real Time Analysts ensuring optimal staffing and performance across multiple communication channels.

О компании

The Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of , Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including , Viator, and TheFork.
The Senior Real-Time Management (RTM) Team Lead is responsible for leading, mentoring and developing a team of Real Time Analysts, and for managing the performance of all queues within agreed SLAs. The Senior RTM Team Lead will co-ordinate with local BPO RTMs to ensure that optimal staffing cover is provided across multiple channels, such as calls, emails and chats. The Senior RTM Team Lead will proactively identify downtime or telephony issues, and support adherence to schedules. This role also works closely with senior leadership to drive team strategy, performance, and continuous improvement initiatives.

Обязанности

Manage, guide, and support a team of Real Time Analysts, fostering development and growth. Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.
Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.
Ensure that direct reports comply with all company policies and procedures.
Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions to enhance team performance and efficiency.
Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.
Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.
Monitor real-time metrics and make adjustments to meet service level agreements and operational targets.
Management of agent activity and adherence in real-time. Handle exceptions, including time-off requests, schedule swaps, and trades, to maintain operational efficiency.
Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.
Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.
Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.
Compilation and distribution of key RTM reporting.
Perform real-time operational duties where necessary.
Promote a culture of accountability, teamwork, and continuous learning.
Job Location: This role is a hybrid position that requires 2-3 days per week based in our Oxford office.

Требования

Recent hands-on involvement in day-to-day real-time execution.
Minimum 5 years of leadership experience, including Real Time Management & 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.

Условия

Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
“Work your way” with flexibility to suit your lifestyle. Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
Donation matching. Give back? Give more! We match qualifying charitable donations annually.
Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
Travel perks. We believe that travel is employee development, so we provide discounts and more.
Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
Health benefits. We offer great coverage and competitive premiums.
Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Другое

The Global RTM team operates 24/7, so flexibility in working hours is essential.
Experience of working in large multi-skilled, multi-lingual contact centre environments.
A strong communicator who can clearly present findings, suggestions, and insights to senior leadership.
An organised individual with the ability to handle multiple tasks efficiently while maintaining a focus on accuracy and timeliness.
A proactive, solutions-driven mindset that promotes continuous improvement within the team.
A flexible leader who is open to change and adapts to new information or shifts in business needs.
A self-motivated and enthusiastic professional, capable of motivating a team toward common goals and maintaining high performance under pressure.
Proactive, and able to work on their own initiative.
A dedicated coach focused on team development, ensuring that each RTA reaches their full potential through personalised training, feedback, and growth opportunities.
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
If you have any additional questions about careers at you can email us at recruitment@.com. We have all the answers!
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