Senior Real Time Management Team Lead

The Senior 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.

Requirements

• 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.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Four Day Work Week
• Tuition Reimbursement