Senior Real Time Management Team Lead

The Senior RTM Team Lead is responsible for leading, mentoring and developing a team of Real Time Analysts, and for managing the performance of all queues within agreed SLAs. The Senior RTM Team Lead will co-ordinate with local BPO RTMs to ensure that optimal staffing cover is provided across multiple channels, such as calls, emails and chats. The Senior RTM Team Lead will proactively identify downtime or telephony issues, and support adherence to schedules. This role also works closely with senior leadership to drive team strategy, performance, and continuous improvement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage, guide, and support a team of Real Time Analysts, fostering development and growth. Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.

• Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.

• Ensure that direct reports comply with all company policies and procedures.

• Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions to enhance team performance and efficiency.

• Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.

• Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.

• Monitor real-time metrics and make adjustments to meet service level agreements and operational targets.

• Management of agent activity and adherence in real-time. Handle exceptions, including time-off requests, schedule swaps, and trades, to maintain operational efficiency.

• Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.

• Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.

• Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.

• Compilation and distribution of key RTM reporting.

• Perform real-time operational duties where necessary.

• Promote a culture of accountability, teamwork, and continuous learning.

Experience:

• Minimum 5 years of leadership experience, including Real Time Management & people management in a call centre or similar environment.

• Strong understanding of call centre operations, metrics, and key performance indicators (KPIs).

• Experience using WFM tools such as NICE IEX, InContact, or similar platforms.

• Excellent MS Office application knowledge, in particular, Excel.

• Strong analytical, organizational, and communication skills.

• Demonstrated ability to manage multiple stakeholders and navigate complex situations.

• Ability to adapt to changing business needs and act proactively in high-pressure situations.

In addition, the Senior Real Time Management Team Lead will demonstrate the following competencies:

• The Global RTM team operates 24/7, so flexibility in working hours is essential.

• Experience of working in large multi-skilled, multi-lingual contact centre environments.

• A strong communicator who can clearly present findings, suggestions, and insights to senior leadership.

• An organised individual with the ability to handle multiple tasks efficiently while maintaining a focus on accuracy and timeliness.

• A proactive, solutions-driven mindset that promotes continuous improvement within the team.

• A flexible leader who is open to change and adapts to new information or shifts in business needs.

• A self-motivated and enthusiastic professional, capable of motivating a team toward common goals and maintaining high performance under pressure.

• Proactive, and able to work on their own initiative.

• A dedicated coach focused on team development, ensuring that each RTA reaches their full potential through personalised training, feedback, and growth opportunities.

Other Duties
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Management reserves the right to revise the job or require different tasks to be performed as necess