Real Time Manager (f/m/d) - #2222206

This position is based in Munich or in Berlin.

Key Responsibilities

As a Real Time Manager, you play a key role in ensuring the daily operational performance of our customer service by monitoring and optimizing the flow of interactions across multiple internal and external service centers.

• Daily operational steering: Monitor key performance indicators (e.g. SLAs, occupancy, average handling time, volume distribution) to ensure contractual and financial targets are met.
• Volume and resource management: Adjust skill sets, volume allocation, and workforce levels across different service centers in real time for optimal handling of daily volumes.
• Customer priority management: Manage the priorities of over 900 customer accounts to ensure commitments are met and customer satisfaction is achieved.
• Reporting and communication: Provide daily performance summaries and report on temporary challenges to relevant teams.
• First-level technical support: Support internal and external service centers with interaction processing (e.g. troubleshooting agent accounts, reporting/escalating system issues to IT, mediating between internal teams and external partners).
• ACD routing management: Configure and ensure the functionality of the Automatic Call Distribution (ACD) system.
• Coordination and continuous improvement: Regularly coordinate with customer-facing teams on campaigns and escalations, and implement appropriate actions.
• Administrative support: Assist with workforce administration.

Preferred Experience

• First experience in Operations and Real Time Management
• Keen to work in a dynamic and fast-growing environment where you can contribute to team improvement with your ideas
• Data-driven mindset with strong analytical skills
• Sound knowledge of Microsoft Office
• Basic knowledge of data analysis tools such as Tableau or Power BI
• Fluency in English; German is a plus
• Willingness to work in shifts
• Willingness to work in shifts and on weekends