Your role as a Real Time Manager The Real-Time Manager plays a crucial role in ensuring operational efficiency and performance within a contact center environment. They lead a team of Real-Time Analysts in optimizing contact center performance in real-time. This includes ensuring target reachability, analyzing performance, and executing improvements. Providing coaching and development to analysts, analyzing data for trends, and implementing strategies to meet service level agreements and operational targets are essential. Additionally, overseeing performance metrics, collaborating across departments for process improvements, and identifying opportunities for overall service level enhancement are key responsibilities.
Lead a team of real-time analysts to monitor and optimize contact center performance in real time.
Monitor and ensure target reachability of your team.
Analyze performance, determine suitable recommendations, and execute improvements.
Provide coaching, feedback, development, and performance evaluations to real-time analysts.
You will work within a diverse, multi-country team across the EMEA region collaborating closely with our operational and client teams to drive continuous improvement in customer service excellence. Your strategic insights and ability to challenge the status quo will be critical in identifying opportunities for enhancement and delivering innovative solutions that align with the clients premium brand promise.
What's on offer!
With us, you get the opportunity to develop and grow as an individual. If you are the kind of person who is willing to give your very best, we can definitely work wonders together! In addition, we can proudly say that for the 5th year in a row we have been named one of Sweden's Top Career Companies. We sit in a nice and lovely room next to Kista Galleria, with great colleagues and dedicated leaders. The office also has access to a gym and a nice roof terrace. In addition to this, we also offer:
Collective agreement
The national card for discounted meals
Development opportunities
About you!
Leadership: Ability to lead and motivate a team of real-time analysts to achieve performance goals.
Analytical Skills: Proficiency in analyzing complex data sets to identify trends, patterns, and opportunities for improvement.
Communication: Strong verbal and written communication skills to effectively convey performance metrics, recommendations, and strategies to stakeholders.
Problem-Solving: Capability to identify and resolve issues impacting contact center performance in real-time.
Time Management: Skill in managing time effectively to prioritize tasks and meet deadlines in a fast-paced environment. Required to work flexible hours/shifts.
Technical Proficiency: Familiarity with real-time monitoring tools, contact center software, and data analytics platforms.
Collaboration: Ability to collaborate across departments, including workforce management, operations, and IT, to implement process improvements and enhance efficiency.
Adaptability: Capacity to adapt to changing priorities, technologies, and business needs.
Performance Management: Experience in providing coaching, feedback, and performance evaluations to real-time analysts to drive continuous improvement.
Customer Focus: Commitment to ensuring service level agreements (SLAs) are met and delivering excellent customer service through real-time monitoring and analysis.
QualificationsExternal selection: Minimum 2+ years experience as a Real-Time Analyst or in the performance of similar functions, and experience in companies belonging to the Contact Centre sector is an advantage.
Knowledge/Specific training in Results Analysis Systems and/or Applied Statistics is an advantage.
O365: Excel and PowerPoint level - intermediate-high
Solid functional application knowledge in the Alvaria WFM
About Transcom
Transcom is a global specialist in customer service and customer satisfaction through our extensive network of 90+ contact centers in 35 countries in 33 languages. We are driven by innovation and have a passion for helping people solve problems. In addition, we are one of Sweden's largest employers of young people. At Transcom, we are committed. To our customers and each other. Every day someone starts their journey with Transcom. To take the potential that exists today and transform it into competence for the future. Being noted for working hard, being a team player and supporting others. Contributes to positive and lasting changes in his team and to society. That's exactly how we are at Transcom. Here we care about each other. You are included, just as you are, from day one. With the right mindset, there is no end to how far we can go together.
With us, you get the opportunity to develop and grow as an individual. If you are the kind of person who is willing to give your very best, we can definitely work wonders together! In addition, we can proudly say that for the 5th year in a row we have been named one of Sweden's Career Companies.