General Information

Location
Zagreb
Job ID
11136
Job Category
Operations
Language Requirement
English, German

Description & requirements

Description

Do you enjoy working with data, making quick decisions, and leading teams in a fast-paced environment? Are you known for your analytical mindset and ability to keep things running smoothly in real time? You might be a great fit for this role! 

Join us as a Real-Time Manager!

  • lead and inspire a team of Real-Time Analysts
  • monitor and optimize contact center performance in real time
  • ensure targets are met through data-driven decisions and improvements
  • analyze performance trends and implement effective action plans
  • provide daily coaching, feedback, and development for your team
  • oversee key performance metrics and ensure SLA compliance
  • collaborate with workforce management, operations, and other teams
  • identify opportunities for process improvements and efficiency gains
  • support overall service level enhancement and resource optimization
  • coordinate tasks and communicate insights with key stakeholders
  • Job Type: Full-time (40h per week)

What's in it for YOU! 
  • opportunity to build a career in an international and dynamic environment
  • continuous learning and development
  • career growth and advancement opportunities
  • supportive onboarding and ongoing guidance
  • collaborative and positive team culture

What we are looking for:
  • experience in a Real-Time Analyst role or similar (contact center environment preferred)
  • proven leadership skills and ability to motivate and develop a team
  • strong analytical skills with the ability to interpret complex data
  • experience with real-time monitoring tools and contact center software
  • advanced knowledge of Excel / Google Sheets
  • familiarity with WFM tools (Alvaria is a plus)
  • strong communication skills (written and verbal)
  • ability to manage multiple priorities in a fast-paced environment
  • problem-solving mindset with a proactive approach
  • flexibility and adaptability to changing business needs
  • strong organizational and time management skills
  • fluency in English (C1 level required)
  • fluency in German (B2-C1 level requiered)

What life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.