Real Time Manager

Transcom

Join Transcom as a Real-Time Manager!

Be on the front line of growth for our team and deliver impactful work on a company level. In this role, you will:

• Lead and motivate a team of Real-Time Analysts to monitor and optimize contact center performance in real time.

• Monitor and ensure target reachability, analyzing performance data to execute improvements and strategic recommendations.

• Provide coaching, feedback, development, and performance evaluations to your team of analysts.

• Analyze complex data sets to identify trends, patterns, and opportunities to ensure adherence to service level agreements (SLAs).

• Collaborate across departments including workforce management, operations, and Contact Center Management to implement process improvements and enhance resource utilization.

What's in it for YOU!

• International and inclusive environment that makes you feel supported, encouraged, and welcome from day one.

• Continuous development through our internal learning platforms and external training.

• Endless growth opportunities: 90% of our managers and leaders started their careers as customer service specialists.

• Modern and comfortable office and relaxing spaces to take a break.

• Flexible work schedule and life-work balance.

To be successful in this role, the following is needed:

• Languages: Proficiency in English at a C1 level (additional languages like Spanish, German, or Italian are an advantage).

• Education: Minimum of a secondary school diploma (University degree preferred).

• Previous Experience: Minimum 2+ years of experience as a Real-Time Analyst or in a similar function within the Contact Center sector (or 1 year as an internal Real-Time Analyst).

• Technical Skills: High-level IT skills in MS Excel/Google Spreadsheets, and solid functional knowledge of workforce management applications (e.g., Alvaria WFM).

• Core Competencies: Strong analytical, problem-solving, and leadership skills; ability to articulate metrics like Service Level, Staffing Adherence, and AHT.

• Maturity & Motivation: Excellent time management, adaptability to flexible shifts, ability to resolve conflicts, and a positive attitude under pressure.