Real Time Management Team Lead

Tripadvisor Group

Oxford, United Kingdom
Competitive base salary; annual bonuses available;...
Hybrid (2-3 days per week in-office, oxford)
5 years leadership experience
Real time management expertise
Nice iex or similar wfm tools
Tripadvisor Group is seeking a Senior Real-Time Management (RTM) Team Lead to oversee a team of Real Time Analysts, ensuring efficient management of call center operations. The role includes mentoring, performance management, and collaboration with various teams to enhance service delivery

Job Summary

  • The Senior Real-Time Management Team Lead is responsible for leading a team of analysts and managing performance across multiple channels including calls, emails, and chats.
  • This role requires proactive identification of downtime and telephony issues while collaborating with the NOC and remote centers to minimize service disruption.
  • Candidates will benefit from competitive compensation packages, flexible schedules, tuition assistance, and travel perks within a culture that values traveler-first execution.

Matching Summary

Match Score: 85

Tripadvisor Group is seeking a Senior Real-Time Management (RTM) Team Lead to oversee a team of Real Time Analysts, ensuring efficient management of call center operations. The role includes mentoring, performance management, and collaboration with various teams to enhance service delivery.

Salary

Competitive base salary; Annual bonuses available; Comprehensive benefits including health, donation matching, and tuition assistance

Skills & Requirements

Must-have

  • 5 years leadership experience
  • Real Time Management expertise
  • NICE IEX or similar WFM tools
  • Call centre operations knowledge
  • Hybrid work availability Oxford

Nice-to-have

  • Multi-skilled multi-lingual environment
  • Business Continuity Plan development
  • Cross-functional project leadership
  • Proactive solutions-driven mindset
  • Strong analytical communication skills

Key Requirements

  • Minimum 5 years leadership experience
  • Hands-on real-time execution background
  • Experience with NICE IEX platforms
  • Advanced MS Office Excel proficiency
  • Flexibility for 24/7 global operations

Work Rights

Not specified

Tailored Resume

Cover Letter