Real-Time Manager – Contact Center Operations
Transcom · El Bouhaira
وصف الوظيفة
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.
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Transcom
El Bouhaira
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