Real Time Manager (m/f) - Zagreb

Transcom WorldWide d.o.o. (38)

Real Time Manager (m/f) - Zagreb Job description

As a Real Time Manager (RTM) for our german project in Zagreb, you would be responsible for the traffic and capacity management. The overall objective for the RTM is optimal capacity planning in line with forecasted and actual volumes through different channels. Also, you need to keep a clear view of what the expectations are regarding traffic through all channels and in the lead to achieve the KPI’s even when there are staffing difficulties. We offer you a challenging position in a dynamic team and the opportunity to improve and contribute to the overall quality of the project.

Main responsibilities and job duties:

● Responsible for the forecasting process together with Shared Service Center, Real Time Analyst, Business Manager and the client

● Develop – and or maintain – or improve reports to ensure 100% control and insights in the WFM area (together with our Shared Service Center and/or BI-team)

● Take over communication with our Shared Service Center which includes planning and strategy

● Responsible for real-time monitoring

● Analyses and reporting of (historical) data against actual volumes and applying changes to the capacity plan. With these analyses, you can also ensure the consistent improvement of the WFM cycle

● Support TL’s regarding optimal planning of tasks and resources

● Monitoring and making adjustments based on the real-time workload of the operation to achieve optimal results on KPI’s and SLA's

● Implement and organize actions to address performance challenges

● Recommend effective, strategic business solutions to solve staffing crises/challenges, including developing innovative ideas to solve problems and enable data-driven decisions

● Reviews and analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels

● Creating an inspiring team environment with an open communication culture

● Lead and develop the RT team and the team's skills.


    Skill qualification, experience, and personal profile:

    ● Analytical thinking & problem-solving skills

    ● Minimum 2-3 years of proven experience with traffic management

    ● Knowledge of and experience with operational coordination within the WFM environment

    ● Being highly flexible, support and initiate change and improvements

    ● Have effective communication skills impacting people behavior including those that do not report directly to you

    ● Excellent English language skills 

    ● Strong organizational skills, including the ability to prioritize work in an efficient manner

    ● Strong judgment skills. Must possess the ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision, in a fast pace, customer-focused environment

    ● Must possess excellent verbal and written communication skills (this includes the ability to communicate effectively, tactfully and courteously)

    ● Enjoy supporting others, be self-motivated and commercially minded 

    ● Strong leadership skills, developing transparent and feedback-driven communication, based on trust and growth.

    Does this sound interesting!? Then we’d love to hear from you!

    Apply for this Job

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