Real Time Manager Brasov

• Excellent level of English, both written and spoken
• Advanced knowledge of MS Office Application with focus on MS Excel (working with large amount of data, examining, structuring and displaying the results in an Operations user-friendly format)
• Attention to details and capacity to easily find solutions and make decisions based on data
• Self-motivated and structured, hands-on and independently working individual
• Demonstrated analytical, organizational and prioritization skills to successfully meet the deadlines
• Availability to work on site if requested
• Ability to easily and efficiently adapt to process changes and fast changing business needs
• Excellent communication and presentation skills
• Understanding of relative impact, costs and benefits of potential actions
• Team Player who is open for feedback

• Monitor queues and agents in real-time and ensure KPIs targets are met (such as adherence to the schedule, ︃​︁︃︅​︂︀︄​︄︃service level, ASA)
• Identify potential risks or gaps in performance, staffing shortages, or system disruptions and support the Operations team in finding and implementing mitigating measures
• Adjust resource allocation based on real-time demands and requirements
• Create, run and deliver real-time performance reports to the necessary departments within specified timeframes
• Develop and maintain a good relationship with both the client and other internal departments (such as Operations, L&D)
• Identify improvement needs in processes and procedures, and work on optimizing them together with the management
• Ensures compliance with company regulations with regards to Data Security and Protection Standards

Teleperformance is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.

We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.

Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).