Description & requirements

Transcom is a global community of customer experience experts – nimble, driven, and committed to the brands we serve. Join us as a Real-Time Manager, where you will lead a team of Real-Time Analysts to optimize contact center performance, drive operational efficiency, and ensure we deliver unparalleled client support. Ready to make an impact? Apply now and let’s start something brilliant!

Join Transcom as a Real-Time Manager!

Be on the front line of growth for our team and deliver impactful work on a company level. In this role, you will:

• Lead and motivate a team of Real-Time Analysts to monitor and optimize contact center performance in real time.
• Monitor and ensure target reachability, analyzing performance data to execute improvements and strategic recommendations.
• Provide coaching, feedback, development, and performance evaluations to your team of analysts.
• Analyze complex data sets to identify trends, patterns, and opportunities to ensure adherence to service level agreements (SLAs).
• Collaborate across departments including workforce management, operations, and Contact Center Management to implement process improvements and enhance resource utilization.

What's in it for YOU!

• International and inclusive environment that makes you feel supported, encouraged, and welcome from day one.
• Continuous development through our internal learning platforms and external training.
• Endless growth opportunities: 90% of our managers and leaders started their careers as customer service specialists.
• Modern and comfortable office and relaxing spaces to take a break.
• Flexible work schedule and life-work balance.

To be successful in this role, the following is needed:

• Languages: Proficiency in English at a C1 level (additional languages like Spanish, German, or Italian are an advantage).
• Education: Minimum of a secondary school diploma (University degree preferred).
• Previous Experience: Minimum 2+ years of experience as a Real-Time Analyst or in a similar function within the Contact Center sector (or 1 year as an internal Real-Time Analyst).
• Technical Skills: High-level IT skills in MS Excel/Google Spreadsheets, and solid functional knowledge of workforce management applications (e.g., Alvaria WFM).
• Core Competencies: Strong analytical, problem-solving, and leadership skills; ability to articulate metrics like Service Level, Staffing Adherence, and AHT.
• Maturity & Motivation: Excellent time management, adaptability to flexible shifts, ability to resolve conflicts, and a positive attitude under pressure.

Life at Transcom

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom, taking their potential and turning it into skills for the future. We value working hard, being a team player, and supporting others. 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.