Join us to be part of a team that values collaboration, continuous improvement, and data-driven decision-making.

 

As a Real Time Manager in our contact centre team, you will lead the Real Time, responsible for monitoring and managing the real-time performance of the contact centre. You will ensure that staffing levels are optimized to meet customer demand, maintaining service levels, and making real-time adjustments to schedules and resources as needed. You will work closely with the workforce planning team, operations, and other stakeholders to ensure efficient and effective contact centre operations. This role operates in a 24/7 contact centre environment.

Job Responsibilities:

Lead and manage a team of real-time associates, fostering a collaborative and high-performance culture. Create strategies and processes that will build a strong and self-sufficient real time team and workflow team that collaborates with partners and key stakeholders Regularly review and update delivery plans to make appropriate recommendations to the Senior Leadership Team to ensure effective execution in an Operations environment Serve as the primary point of contact for real-time operational issues, communicating with divisional leads, heads of departments, and other stakeholders to address and resolve issues promptly Provide oversight of one or more workforce management functions, coordinating changes and activities across sites and business functions to support the overall business strategy Drive process improvement and Best Practices to ensure optimal service levels and staffing Foster a culture of continuous improvement by regularly evaluating processes, identifying areas for enhancement, and implementing innovative solutions to improve operational efficiency and effectiveness Manage regulatory control reports and auditing processes to ensure compliance with industry standards Document procedure/policy including oversight for real time playbook documentation Perform additional duties as assigned to support the contact centre’s objectives

Required qualifications, capabilities and skills 

Minimum of 3 years management/leadership experience Ability to work in a fast-paced environment and adapt to changing priorities and demands Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.) Strong working knowledge of telephony/call routing and workforce management platforms Strong understanding of cross-business Workforce Management practices required Proven experience leading or supporting project initiatives Excellent written and verbal communication skills Strong Experience in business analysis, reporting of business data,  problem identification, resolution and root cause analysis Ability to partner and work collaboratively with business partners, ability to influence people at a variety of levels internally and externally Minimum of 5 years contact center experience

Preferred qualifications, capabilities and skills 

Financial services experience preferred