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WFM Real Time Team Leader

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Role area:
CEO Europe Online
Contract type:
Full Time
Location:
Dublin
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Job Title: WFM Real Time Team Leader

Reporting Line: Customer Operations Support Manager

Job Location/Office: Dublin

Role Overview/Purpose:

To lead, coach and develop the Real-Time Team to ensure the delivery of an excellent Customer Experience to Paddy Power Betfair Customers. Though working with stakeholders throughout the business, this role will provide actionable business insights and implement changes to real time management to ensure Real Time is assisting the Customer Services to deliver across it’s KPIs.

This is what you’ll be doing:

  • Leading a team which manages the Real-Time function across Paddy Power Betfair
  • Leading and motivating the Real-Time Executives to achieve service level agreements
  • Coaching your Real-Time Executives individually against key quality and efficiency KPIs
  • Delivery of performance appraisals and reviews for your team members
  • Managing the development and execution of your teams’ development plans for the retention and progression of your team members
  • Supporting the Operations team with data and insight to make Real Time intraday decisions to ensure a positive impact on the business service objectives.
  • Reviewing KPIs and liaising with key stakeholders in relation to issues with performance, adherence and productivity on an intraday basis
  • Working closely with the planning team to ensure efficiencies are realised through planning process
  • Implementing effective real time controls to ensure that KPIS are achieved by keeping a constant watch on backlogs & staffing levels.
  • Analysing intraday performance and provide actionable insights to the business and operations team
  • Managing the development and execution of your teams’ development plans for the retention and progression of your team members

Behavioral Competencies

  • Hungry for Results

Pushes self and others with energy and enthusiasm to achieve results

  • Wins Together

Gains trust and support of others, generous with time, advice, knowledge and energy ad considers impact on other parts of the business when making decisions

  • Effective Communicator

Is effective in a variety of communication forums: 1:1, small or large groups, or among diverse styles and position levels. Adjusts to fit audience ad message

Education, Competencies & Experience

  • 3rd level qualification in business discipline desirable
  • Minimum 2 years of experience working in queue monitoring related contact centre in a multi-channel contact centre environment
  • Minimum 2 years of team leader experience
  • Experience of leading an Operations team essential
  • Knowledge and application of industry standard WFM tool essential
  • Experience working in queue monitoring related disciplines in a multi-channel contact centre environment essential
  • Robust analytical and organization skills a must
  • Strong communications skills with an ability to communicate on all levels
  • Working knowledge of Verint an advantage