Teleperformance Nordic AB is looking for a Real Time Manager

Teleperformance Nordic

Do you want to lead a team of Real Time Analysts? Are you at the same time interested in strategic planning and optimizing resource utilization? Then the position as a Real Time Manager is the place to be!

What does a Real Time Manager do?

The Real Time Manager leads a team of Analysts that provide virtual real-time monitoring of contact volumes, service levels and agent availability across multiple skills, projects and locations. The team is responsible for making and implementing decisions in a real-time manner to optimize production and maximize revenue in a dynamic and complex environment for our clients whilst balancing both business and employee needs.

As a Real Time Manager your primary responsibility will be to drive the engagement and performance of the Real Time Team and wider Planning & Business Analytics team. You will follow and implement strategies to assist with complex business priorities to best utilize front line resources and maximize service delivery, balancing customer and business needs against engagement of our people. You will lead daily, weekly and monthly Service Level performance reviews with operational team managers. Timely and accurate escalations of business critical incidents to senior management will also be part of your responsibilities, as well as the rapid implementation of actions to mitigate these impacts and proactively work to minimize the risk that such incidents reoccur in the future.

Who do we look for?

Former experience from analytic and strategic work in a business oriented organization will provide you with good basic knowledge to perform in a position as a Real Time Manager. If you are used to working with developing and managing processes you are going to be well aware of the challenges of this position and how to manage and move forward towards a winning concept. You enjoy building client relationships within the field of Resource Optimization and you have former experience from working with budget and capacity plan.

You have an in-depth knowledge and understanding of Real Time Management, Call Routing and Work Force Management solutions within a contact center environment. You have former experience from working with long time resource planning, budgeting and scheduling processes and you also understand the potential impact of change upon the Operation associated with new initiatives such as new client acquisitions, changes to call routing strategy or IVR. 

Your ability to align the strategy of what will work within the real time sphere with the ongoing reality and demands of the subsidiary and business is something that we will appreciate. Former leadership experience will be considered a merit since you need to have the ability to motivate and inspire others to achieve challenging goals, through leading by example and managing change. You are keeping your deadlines and you have the ability to prioritize through a clear understanding of business’ and customer’s needs. Experience of virtual real time management across multiple sites would be advantageous.

Does it sound interesting?

Submit your application today.






Teleperformance är världens ledande leverantör av outsourcing CRM och kundservice. Vi erbjuder överlägsna resultat i att hantera företags kundservice och teknisk support. Teleperformance grundades i Paris, Frankrike 1978 och är ett globalt företag med en närvaro i 46 länder med mer än 135.000 anställda på 270 kundservice. Som en del av Teleperformance-gruppen består Teleperformance Nordic AB av 10 kontor i Norden med 2500 anställda. Se även www.teleperformance.com , www.teleperformancecareer.com