Real-Time Manager – Contact Center Operations

About the role

Transcom is seeking a Real-Time Manager to lead a team of Real-Time Analysts in monitoring and optimizing contact‑center performance. You will ensure service level targets are met, drive operational efficiency, and support cross‑functional improvements.

Key responsibilities

• Lead, coach and evaluate a team of Real-Time Analysts.
• Monitor real‑time contact‑center metrics and ensure SLA adherence.
• Analyze performance data, identify trends and recommend process improvements.
• Collaborate with Workforce Management, Operations and Contact Center Management to enhance resource utilization.

Required profile

• Fluent English (C1); additional languages such as Spanish, German or Italian are a plus.
• Minimum secondary school diploma; university degree preferred.
• 2+ years experience as a Real‑Time Analyst or similar contact‑center role.
• Strong analytical, problem‑solving and leadership abilities.
• Excellent time‑management, adaptability to flexible shifts and a positive attitude under pressure.

Required skills

• Advanced MS Excel / Google Spreadsheets.
• Functional knowledge of workforce‑management tools (e.g., Alvaria WFM).

What we offer

• International, inclusive environment with continuous learning opportunities.
• Clear career progression – 90% of managers started as customer‑service specialists.
• Modern office spaces and flexible work‑schedule.