RTM

Role Overview:
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.

Functional 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.
  
• Analyze complex data sets to identify trends, patterns, and opportunities for improvement.
  
• Develop and implement strategies to ensure adherence to service level agreements (SLAs) and operational targets.
  
• Oversee the real-time monitoring and analysis of contact center performance metrics.
  
• Collaborate with workforce management, operations, and other departments to implement process improvements and enhance efficiency.
  
• Collaborate with Contact Center Management to identify opportunities for overall improvement of service levels, key performance indicators, and resource utilization.

Professional qualifications/
Specific knowledge:

• University graduate
  
• Knowledge/Specific training in Results Analysis Systems and/or Applied Statistics is an advantage.
  
• Google package: Spreadsheets. Excel. High Level; Word. Intermediate-High Level; Presentations. PowerPoint Intermediate-High Level;
  
• Communication. Email: Intermediate/High level.
  
• Solid functional application knowledge in the Alvaria WFM

• Excellent English

Skills profile and required levels (core competencies):

• 
  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. Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates).
  
• 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.

Previous experience:

• 
  External 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.

Internal promotion: May originate from the post of Real-time analyst role with a minimum one year experience. May also originate from any post if he/she complies with the required profile.