Senior Manager – Real Time Delivery Manager

Responsibilities

• Own real‑time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets
• Maintain control of backlog across all channels, particularly digital, ensuring recovery plans are defined and executed
• Manage delivery against forecast bandwidth at interval level, balancing over/under delivery and commercial impact
• Ensure alignment between scheduled capacity and actual demand distribution
• Direct and govern real‑time interventions executed by BPO partners (e.g., break movement, shift extensions, reallocation, overtime)
• Lead cross‑market resource reallocation, dynamically moving capacity to meet demand
• Optimise utilisation of shared and flexible resource pools across regions
• Act as primary escalation point for all real‑time delivery issues across BPO partners
• Hold partners accountable for schedule adherence, responsiveness, and execution of agreed actions
• Lead daily and intraday performance calls, ensuring clear communication of risks, actions, and outcomes
• Partner with forecasting, planning, and scheduling teams to ensure alignment between plan and real‑time execution
• Develop and lead a team of analysts, building capability and driving continuous improvement
• Partner with Regional Heads of Fan Experience to contribute to long‑term strategy and operational design

Requirements

• Proven experience in Workforce Management, specifically in real‑time/intraday operations
• Strong understanding of omnichannel contact centre environments (voice, chat, email)
• Experience managing real‑time delivery across multi‑market, BPO‑led environments
• Strong analytical capability, with the ability to interpret complex data and translate into action
• Strong working knowledge of WFM and routing tools (e.g., Peopleware, Five9, Zendesk)
• Experience producing operational insight and performance reporting
• Experience managing outsource partners and performance governance
• Proven experience of leading, coaching, motivating and developing a Resource & Planning team, ideally within a Contact Centre environment

Tools & Technologies

• Peopleware
• Five9
• Zendesk
• BPO management tools
• Forecasting tools
• Scheduling tools
• Performance management systems
• Data analysis software
• Contact centre software
• Resource management tools