Real Time Management Team Lead

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.

Senior RTM Team Lead

The Senior RTM Team Lead is responsible for leading, mentoring and developing a team of Real Time Analysts, and for managing the performance of all queues within agreed SLAs. The Senior RTM Team Lead will co-ordinate with local BPO RTMs to ensure that optimal staffing cover is provided across multiple channels, such as calls, emails and chats. This role also works closely with senior leadership to drive team strategy, performance, and continuous improvement initiatives.

Essential Duties and Responsibilities

• Manage, guide, and support a team of Real Time Analysts, fostering development and growth.
• Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.
• Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.
• Ensure that direct reports comply with all company policies and procedures.
• Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions to enhance team performance and efficiency.
• Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.
• Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.
• Monitor real-time metrics and make adjustments to meet service level agreements and operational targets.
• Management of agent activity and adherence in real-time.
• Handle exceptions, including time-off requests, schedule swaps, and trades, to maintain operational efficiency.
• Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.
• Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.
• Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.
• Compilation and distribution of key RTM reporting.
• Perform real-time operational duties where necessary.
• Promote a culture of accountability, teamwork, and continuous learning.

Job Location: Hybrid. This role is a hybrid position based in our Oxford office.

Experience

• Minimum 5 years of leadership experience, including Real Time Management & people management in a call centre or similar environment.
• Strong understanding of call centre operations, metrics, and key performance indicators (KPIs).
• Experience using WFM tools such as NICE IEX, InContact, or similar platforms.
• Excellent MS Office application knowledge, in particular, Excel.
• Strong analytical, organizational, and communication skills.
• Demonstrated ability to manage multiple stakeholders and navigate complex situations.
• Ability to adapt to changing business needs and act proactively in high-pressure situations.

Additional Competencies

• The Global RTM team operates 24/7, so flexibility in working hours is essential.
• Experience of working in large multi-skilled, multi-lingual contact centre environments.
• A strong communicator who can clearly present findings, suggestions, and insights to senior leadership.
• An organised individual with the ability to handle multiple tasks efficiently while maintaining a focus on accuracy and timeliness.
• A proactive, solutions-driven mindset that promotes continuous improvement within the team.
• A flexible leader who is open to change and adapts to new information or shifts in business needs.
• A self-motivated and enthusiastic professional, capable of motivating a team toward common goals and maintaining high performance under pressure.
• Proactive, and able to work on their own initiative.
• A dedicated coach focused on team development, ensuring that each RTA reaches their full potential through personalised training, feedback, and growth opportunities.

What We Offer

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle.
• Flexible schedule. Work-life balance is ingrained in our culture by design.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars

• Traveler first: We exist to create value for our customer, the traveler.
• Execution is our edge: We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow.
• We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team.