Real Time Manager

2 weeks ago

Iasi, Iaşi, Romania IDnow Full time 2,000 - 3,000 per year

This position is based in Iași

Key Responsibilities

As a Real Time Manager, you play a key role in ensuring the daily operational performance of our customer service by monitoring and optimizing the flow of interactions across multiple internal and external service centers.

  • Daily operational steering: Monitor key performance indicators (e.g. SLAs, occupancy, average handling time, volume distribution) to ensure contractual and financial targets are met.
  • Volume and resource management: Adjust skill sets, volume allocation, and workforce levels across different service centers in real time for optimal handling of daily volumes.
  • Customer priority management: Manage the priorities of over 900 customer accounts to ensure commitments are met and customer satisfaction is achieved.
  • Reporting and communication: Provide daily performance summaries and report on temporary challenges to relevant teams.
  • First-level technical support: Support internal and external service centers with interaction processing (e.g. troubleshooting agent accounts, reporting/escalating system issues to IT, mediating between internal teams and external partners).
  • ACD routing management: Configure and ensure the functionality of the Automatic Call Distribution (ACD) system.
  • Coordination and continuous improvement: Regularly coordinate with customer-facing teams on campaigns and escalations, and implement appropriate actions.
  • Administrative support: Assist with workforce administration.
Preferred Experience
  • First experience in Operations and Real Time Management
  • Keen to work in a dynamic and fast-growing environment where you can contribute to team improvement with your ideas
  • Data-driven mindset with strong analytical skills
  • Sound knowledge of Microsoft Office
  • Basic knowledge of data analysis tools such as Tableau or Power BI
  • Fluency in English; German is a plus
  • Willingness to work in shifts and on weekends
Perks & Benefits
  • Paid professional technical training
  • Monthly performance-based bonuses
  • 30 RON/day meal tickets
  • Private medical insurance
  • Free coffee/fruits at the office
  • Opportunities to grow in different directions
  • Extra paid days of vacation depending on seniority
  • Corporate events

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