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 #J-18808-Ljbffr