Real Time Manager (m/f)

Zagreb

Description & requirements

Do you enjoy working with data, making quick decisions, and leading teams in a fast-paced environment? Are you known for your analytical mindset and ability to keep things running smoothly in real time? You might be a great fit for this role!

Join us as a Real-Time Manager!

lead and inspire a team of Real-Time Analysts
monitor and optimize contact center performance in real time
ensure targets are met through data-driven decisions and improvements
analyze performance trends and implement effective action plans
provide daily coaching, feedback, and development for your team
oversee key performance metrics and ensure SLA compliance
collaborate with workforce management, operations, and other teams
identify opportunities for process improvements and efficiency gains
support overall service level enhancement and resource optimization
coordinate tasks and communicate insights with key stakeholders
Job Type: Full-time (40h per week)

What's in it for YOU!

opportunity to build a career in an international and dynamic environment
continuous learning and development
career growth and advancement opportunities
supportive onboarding and ongoing guidance
collaborative and positive team culture

What we are looking for:

experience in a Real-Time Analyst role or similar (contact center environment preferred)
proven leadership skills and ability to motivate and develop a team
strong analytical skills with the ability to interpret complex data
experience with real-time monitoring tools and contact center software
advanced knowledge of Excel / Google Sheets
familiarity with WFM tools (Alvaria is a plus)
strong communication skills (written and verbal)
ability to manage multiple priorities in a fast-paced environment
problem-solving mindset with a proactive approach
flexibility and adaptability to changing business needs
strong organizational and time management skills
fluency in English (C1 level required)
fluency in German (B2-C1 level requiered)

What life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

Sounds interesting? We look forward to meet you!

Apply here

To get a better understanding of Transcom's corporate culture and atmosphere in our contact centres, we suggest you to follow us on our social media channels:

Radnička cesta 39 (Centar 2000), 10000 Zagreb | https://www.transcom.com/hr/

Real Time Manager (m/f)

Transcom Worldwide d.o.o.

Transcom WorldWide d.o.o

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