The Real Time Resource Manager is responsible for the end‑to‑end leadership and delivery of Real Time performance management across a 24/7 global Contact Centre operation. The role owns intraday service control, real‑time decision‑making and SLA protection across multiple internal and outsourced sites, ensuring customer demand is managed effectively while balancing service levels, cost and colleague experience.
The role will establish and build a brand‑new Real Time function from the ground up, including operating model design, team structure, processes, tooling, governance, and capability development. Acting as the central point of accountability for real‑time performance, the role partners closely with Planning, Operations, Performance, and outsourced providers to drive consistent, data‑led intraday control.
This role requires strong operational leadership, excellent stakeholder management, and the ability to operate decisively in a fast‑paced, always‑on environment.
Proven experience leading Real Time Operations at manager level within a complex, multi-site, international 24/7 Contact Centre environment, with direct accountability for performance across in-house and outsourced operations exceeding 1,000 FTE
Demonstrated success in establishing and scaling Real Time functions, frameworks, and governance models within large, rapidly growing customer operations.
Extensive experience managing geographically dispersed Real Time teams across multiple regions and time zones in a high-volume customer service environment.
Strong working knowledge of enterprise-level WFM platforms (e.g. NICE/IEX) with proven ownership of real-time service recovery and intraday performance strategy.
Excellent decision‑making skills under pressure, with a calm and structured approach.
High resilience and adaptability in a fast‑paced, always‑on operational environment.
Strong stakeholder management and communication skills.
We know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:
Safe home pickup and home drop (Hyderabad Office Only)
Group Mediclaim policy
Group Critical Illness policy
Communication & Relocation allowance
Annual Health check
And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
