Real Time Resource Manager

The Real Time Resource Manager is responsible for the endtoend leadership and delivery of Real Time performance management across a 24/7 global Contact Centre operation. The role owns intraday service control realtime decisionmaking and SLA protection across multiple internal and outsourced sites ensuring customer demand is managed effectively while balancing service levels cost and colleague experience.

The role will establish and build a brandnew Real Time function from the ground up including operating model design team structure processes tooling governance and capability development. Acting as the central point of accountability for realtime performance the role partners closely with Planning Operations Performance and outsourced providers to drive consistent dataled intraday control.

This role requires strong operational leadership excellent stakeholder management and the ability to operate decisively in a fastpaced alwayson environment.

Qualifications :

• Proven experience leading Real Time Operations at manager level within a complex multi-site international 24/7 Contact Centre environment with direct accountability for performance across in-house and outsourced operations exceeding 1000 FTE
• Demonstrated success in establishing and scaling Real Time functions frameworks and governance models within large rapidly growing customer operations.
• Extensive experience managing geographically dispersed Real Time teams across multiple regions and time zones in a high-volume customer service environment.
• Strong working knowledge of enterprise-level WFM platforms (e.g. NICE/IEX) with proven ownership of real-time service recovery and intraday performance strategy.
• Excellent decisionmaking skills under pressure with a calm and structured approach.
• High resilience and adaptability in a fastpaced alwayson operational environment.
• Strong stakeholder management and communication skills.

Additional Information :

We know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

Remote Work :

No

Employment Type :

Full-time