Real Time Manager at Quantanite

• The Real Time Manager will be responsible for ensuring the smooth running of the day to day operations by monitoring performance and adjusting plans in line with real time trends. This role will encompass performance monitoring and reporting, as well as emergency response to any unplanned events. It is a vital part of the planning cycle ensuring delivery is achieved in line with the plan and any deviations are identified, fed back and addressed. 

The role will report directly to the Head of Department. 

• To be successful in this role you will need to understand business operations and collaborate with internal stakeholders effectively and in real time . Attention to detail, ability to think on your feet and escalate any deviations to plan immediately are the key parts of the role.  

Responsibilities

At Quantanite, your work will directly contribute to us achieving our long term ambitions. Your key responsibilities will include: 

• Be the main point of contact in real time for performance challenges across the contact centre, providing advice and support to managers and escalate to senior stakeholders when necessary.
• Lead on emergency response to any unplanned events that impact contact centre and our customers and people 
• Use real time data to drive real time insight. 
• Monitor, analyse and socialise contact centre performance against KPIs through real time reporting.  
• Liaise with Operational Managers and be the first point of contact for any resource related queries in real time. 
• Liaise with the operational team flagging areas of improvement driven by data insight.
• Lead daily performance reviews. 
• Feed into weekly capacity planning reviews.  
• Support process improvement and evaluate its effectiveness and impact 
• Support change management from WFM aspect 
• Assess any real time requests to understand impact on Service Levels 
• Making real time decisions on how to best route contacts depending on the circumstances and customer demand 
• Deliver root cause analysis to identify misses in Service Levels through deep dives of data 
• Provide feedback to WFM colleagues in the wider team of any variance to plan in terms of forecasted activity 
• Ensure implementation of best practice processes across the Real Time team
• Identify MI gaps and needs 

Requirements

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

• Minimum 3+ years of real time management and service delivery within contact centre BPO environment
• Strong understanding of impact external environment events have to contact centre performance
• Hands on experience of WFM systems (Calabrio/Teleopti an advantage)
• Ability to preempt  challenges quickly, identify root cause and recommend solutions  
• Experience of channel management platforms and intelligent call routing functionality 
• Experience of multisite, multichannel, fast paced environment 
• Excellent analytical, decision making and problem-solving skills.
• Flexible in approach with good listening skills
• Ability to work as part of a team
• Ability to translate complex information into a story in real time 
• Experienced in presenting data driven outcomes to senior stakeholders
• Ability to work under pressure, manage your time effectively and work on your own initiative
• Experienced in forecasting and  scheduling
• Experienced in translating requirements into plans