Senior Real Time Management Team Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage, guide, and support a team of Real Time Analysts, fostering development and growth. Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.

• Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.

• Ensure that direct reports comply with all company policies and procedures.

• Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions to enhance team performance and efficiency.

• Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.

• Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.

• Monitor real-time metrics and make adjustments to meet service level agreements and operational targets.

• Management of agent activity and adherence in real-time. Handle exceptions, including time-off requests, schedule swaps, and trades, to maintain operational efficiency.

• Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.

• Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.

• Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.

• Compilation and distribution of key RTM reporting.

• Perform real-time operational duties where necessary.

• Promote a culture of accountability, teamwork, and continuous learning.

Job Location: Hybrid. This role is a hybrid position that requires 2-3 days per week based in our Oxford office.

Experience:

• 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.

In addition, the Senior Real Time Management Team Lead will demonstrate the following competencies:

• The Global RTM team operates 24/7, so flexibility in working hours is essential.

• Experience of working in large multi-skilled, multi-lingual contact centre environments.

• A strong communicator who can clearly present findings, suggestions, and insights to senior leadership.

• An organised individual with the ability to handle multiple tasks efficiently while maintaining a focus on accuracy and timeliness.

• A proactive, solutions-driven mindset that promotes continuous improvement within the team.

• A flexible leader who is open to change and adapts to new information or shifts in business needs.

• A self-motivated and enthusiastic professional, capable of motivating a team toward common goals and maintaining high performance under pressure.

• Proactive, and able to work on their own initiative.

• A dedicated coach focused on team development, ensuring that each RTA reaches their full potential through personalised training, feedback, and growth opportunities.