Senior Real Time Delivery Manager (EMEA)

Join our team as a Senior Real Time Delivery Manager for the EMEA region. In this critical role, you will lead real-time service delivery across a global, multi-channel contact center environment. You will be responsible for ensuring customer demand is met efficiently and effectively, managing intraday performance, service stability, and fan experience. You will also act as the central point of accountability for real-time performance, backlog control, and alignment between scheduled capacity and actual demand distribution. Additionally, you will lead a team of analysts and partner with regional heads of fan experience to contribute to long-term strategy and operational design.

• Assurer la livraison de services en temps réel dans un environnement de centre de contact multicanal, en garantissant que la demande des clients est satisfaite de manière efficace et proactive.
• Agir en tant que point central de responsabilité pour la performance intrajournalière, la stabilité du service et l'expérience des fans sur les marchés EMEA.
• Diriger et gouverner les interventions en temps réel exécutées par les partenaires BPO, en assurant l'adhésion au calendrier et l'exécution des actions convenues.
• Experience producing operational insight and performance reporting
• Experience managing real-time delivery across multi-market, BPO-led environments
• Strong understanding of omnichannel contact centre environments (voice, chat, email)
• Proven experience of leading, coaching, motivating and developing a Resource & Planning team, ideally within a Contact Centre environment
• Experience managing outsource partners and performance governance
• Proven experience in Workforce Management, specifically in real-time/intraday operations
• Strong analytical capability, with the ability to interpret complex data and translate into action
• Strong working knowledge of WFM and routing tools (e.g. Peopleware, Five9, Zendesk)
• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from; show recognition and appreciation for the contributions of others
• Motivated Learner – An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results
• Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service
• Respected Leader – Recognized by direct reports for consistency in support, guidance, and trustworthiness. A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed, and creates and supports a culture of accountability
• Demonstrated ability to build and motivate an effective team and desire to continuously improve employee satisfaction