Manager, Workforce Real Time Operations

Job Overview

The Manager, Workforce Support & Real-Time Operations is responsible for leading the day-to-day execution of contact center real-time operations, intraday workforce management, and business performance monitoring across multiple customer service channels. This role serves as a key operational leader within the Workforce Management organization, ensuring effective staffing deployment, service level performance, and rapid response to changing business conditions.

What You Will Do

• Lead and develop a team Real-Time Analysts and Workforce Administrators responsible for intraday performance management, workforce execution, and operational monitoring.

• Oversee real-time monitoring of contact center performance across Voice, Chat, Messaging, Email, and Back-Office channels to ensure achievement of service level, response time, occupancy, productivity, and customer experience goals.

• Direct intraday staffing actions, queue management strategies, and resource allocation decisions in response to changing customer demand and operational conditions.

• Provide leadership and guidance during periods of elevated volume, service disruptions, system outages, weather events, and other operational incidents requiring immediate action.

• Monitor and analyze workforce performance trends, identifying risks and opportunities impacting customer experience, associate productivity, and operational effectiveness.

• Partner closely with Operations leaders to execute workforce plans, staffing strategies, and performance recovery actions.

• Collaborate with Forecasting and Scheduling teams to provide feedback on volume trends, staffing assumptions, schedule effectiveness, and capacity requirements.

• Ensure timely and accurate communication of operational performance, risks, and recommendations to Workforce Management leadership and business partners.

• Oversee schedule administration functions, including adherence monitoring, exception management, schedule adjustments, and workforce system support activities.

• Maintain governance processes that provide transparency into workforce performance, staffing conditions, and operational health.

• Support implementation and execution of business continuity plans, service recovery efforts, and enterprise command center activities during critical events.

• Drive consistency in workforce support processes, escalation handling, communications, and reporting practices across all supported business lines.

• Analyze operational data to identify root causes of service delivery challenges and recommend solutions that improve performance and efficiency.

• Prepare and deliver workforce performance reviews, operational updates, and executive summaries to leadership teams.

• Foster a culture of accountability, continuous improvement, collaboration, and customer-centric decision making.

• Perform additional duties as assigned in support of Workforce Management and organizational objectives.

Supervisory Responsibilities

• Directly manage a team of Real-Time Analysts and Workforce Administrators.

• Establish performance expectations, goals, and development plans for team members.

• Conduct performance management activities including coaching, feedback, performance evaluations, and career development discussions.

• Lead hiring, onboarding, training, and workforce planning efforts for the Real-Time Operations team.

• Develop team capabilities through continuous coaching, mentoring, cross-training, and succession planning.

• Ensure appropriate staffing coverage across operational hours, peak periods, weekends, holidays, and special business events as required.

• Promote a highly engaged team culture focused on operational excellence, accountability, collaboration, and service delivery.

• Drive adoption of workforce management best practices and consistent execution across all team members.

Skills

• Workforce Management Expertise: Strong understanding of contact center workforce management disciplines, including real-time management, scheduling, forecasting, staffing optimization, and service level management.

• Contact Center Operations: Knowledge of contact center performance drivers and operational processes across multi-channel customer service environments.

• Leadership & Team Development: Proven ability to lead, coach, and develop frontline workforce management professionals while driving accountability and performance.

• Real-Time Decision Making: Ability to quickly assess business conditions, evaluate risks, and implement effective staffing and operational solutions in a fast-paced environment.

• Analytical Skills: Strong capability to interpret workforce data, identify trends, perform root-cause analysis, and make data-driven recommendations.

• Communication: Excellent verbal and written communication skills with the ability to influence stakeholders and communicate effectively at all organizational levels.

• Collaboration & Partnership: Ability to build strong partnerships across Workforce Management, Operations, Customer Experience, Technology, and Support functions.

• Problem Solving: Demonstrated ability to manage complex operational challenges and develop practical solutions that improve performance outcomes.

• Technology Proficiency: Experience using workforce management systems, reporting platforms, operational dashboards, and Microsoft Office applications.

• Change Management: Ability to effectively lead teams through operational changes, process improvements, and business transformation initiatives.