Real Time Manager

Location:Hertfordshire

Division:Planning

Salary: Negotiable

Job Reference: 888524

Consultant: Sanjay Devit
sanjay@pactrecruit.com
0203 869 4549

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Company Description

Real Time Manager

Hertfordshire

Competitive Salary + flexible benefits and Cash allowance

PACT are delighted to be working with one of the biggest fashion brands in the UK who take pride in creating a dynamic and vibrant work environment for its employees. The client is searching for an experienced Real Time Manager to lead, motivate and manage a 24×7 function of Real-Time Team Leads and Analysts.

Key Responsibilities:

  • Managing, motivating and coaching a team of Analysts and Real Time Leads
  • Responsible for service level KPIs, targets and objectives being met
  • Managing key stakeholder relationships
  • Making Real Time improvements within processes, systems and data sets
  • Gaining insight through analysis of trends and forecasts to anticipate business requirements and taking actions to improve customer satisfaction
  • Decision maker for Real-Time queries and service level delivery
  • Understand and implement strategy provided by the Real Time Operations Manager
  • Understand all business change and the impacts on resource
  • Provide expert advice and recommendations to Senior Management on strategic options
  • Management of resource against plan for operational efficiency

Essential Skills and experience:

  • Experience managing teams within a large contact centre environment
  • Experience of Real Time functions processes
  • Understanding of contact centre systems, both data and voice
  • Excellent skills and experience in Excel
  • Experience dealing with complex data sets
  • Delivering operational updates to Director level

To take advantage of this rare opportunity with PACT please contact us by using the application link

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