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Real Time Team Leader

3 months ago

Bristol, Bristol, United Kingdom EasyHiring for Teleperformance Full time

Job Summary / Overview


As a Real Time Team Leader (WFM) you will be responsible for managing a team of Real Time Analysts, monitoring real time activities and providing insights to business, ensuring the smooth operation of account resource deliverables.

Their key role is to monitor and control the day-to-day operations to achieve key performance indicators (KPIs), such as average speed of answer, service level, occupancy supporting cost and quality efficient operations.


You would monitor and adjust staffing levels based on real-time data, such as call volumes, customer demand, or production targets.

This involves making tactical changes to schedules, coordinating overtime or training as needed, and notifying/ addressing any unexpected changes that may impact workforce availability.

You'll have the responsibility of generating reports and analyzing key workforce metrics to identify trends, patterns, and areas for improvement.

By tracking and analyzing data, you can identify potential inefficiencies and implement strategies to optimize workforce productivity and adherence to service levels.


Key Responsibilities and Accountabilities _(may perform other duties as requested not specifically addressed in this document)_

  • Monitor and analyze realtime delivery and performance against planned forecast and assumptions: This involves constantly monitoring call queues, agent availability, key metrics/ assumptions, and drive real Time decisions and adjustments to balance the availability of resources to meet forecast demands, and ensure that service level agreements are met across Multi-Channel Operations.
  • Continually optimizing schedules and exceptions on 4 Weekly Outlook, and Hosting daily service stand up meetings with stakeholders to review Actuals, Trends, Outlook and highlight tactical changes required to ensure improvement to Interval wise delivery, Daily Service level targets etc.
  • Management of personal and professional development and coaching plans of allocated Real Time Analysts.
  • Providing technical coaching, feedback and support to your team and aligning with industry best practices and standards within a WFM function, working closely with the Planning Forum and the Real Time Manager to achieve this.
  • Enhancing and maintaining required interdepartmental relationships, and collaborate closely with all teams and members, i.e. workforce management, quality assurance, and training, to coordinate efforts and ensure maximum efficiency in call center operations
  • Clear Understanding of Real Time function and the measurable metrics to be reported on. You will be responsible for preparing daily, weekly, and monthly reports that provide insights into call center performance, including agent productivity, call volumes, and service level achievement.
  • Performance management of the team and setting of clear performance targets for development reviews, ability to provide feedback and capable of highlighting behavioral issues.
  • Making key business decisions and being a point of contact/escalation point in fast paced, high pressure environments. Including taking ownership of Incidents, leading in the
  • Expert skills in using a Workforce Management System
  • IEX, Verint), ACD and Telephony data.
  • Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others for modelling, for effective communications and reporting.
  • Team management and coaching skills
  • Problemsolving and decisionmaking skills:
  • Business awareness and Leadership skills
  • Customer focused
  • Communicative and influential
  • Team Player
  • Adaptability
  • Organized and structured
  • Ability to work under pressure whilst maintaining accuracy
  • Lives and breathes the company values
  • Advanced relationship building and stakeholder management skills
  • Able to confidently challenge at a senior level
  • Superior facilitation & presentation skills
  • Contract KPI knowledge and awareness
  • Selfmotivated and can motivate others, with cando attitude
Competitive salary and benefits package.

Opportunities for professional growth and development.

Collaborative and supportive work environment.

A chance to be part of a company dedicated to excellence in customer service.

Make a real impact on improving customer experiences.

If you are a results-driven individual with a passion for real-time management and a commitment