Real Time Manager (f/m/d)

Join to apply for the Real Time Manager (f/m/d) role at IDnow

4 days ago Be among the first 25 applicants

Join to apply for the Real Time Manager (f/m/d) role at IDnow

Direct message the job poster from IDnow

This position is based in Munich or in Berlin.

Key Responsibilities

As a Real Time Manager, you play a key role in ensuring the daily operational performance of our customer service by monitoring and optimizing the flow of interactions across multiple internal and external service centers.

• Daily operational steering: Monitor key performance indicators (e.g. SLAs, occupancy, average handling time, volume distribution) to ensure contractual and financial targets are met.
• Volume and resource management: Adjust skill sets, volume allocation, and workforce levels across different service centers in real time for optimal handling of daily volumes.
• Customer priority management: Manage the priorities of over 900 customer accounts to ensure commitments are met and customer satisfaction is achieved.
• Reporting and communication: Provide daily performance summaries and report on temporary challenges to relevant teams.
• First-level technical support: Support internal and external service centers with interaction processing (e.g. troubleshooting agent accounts, reporting/escalating system issues to IT, mediating between internal teams and external partners).
• ACD routing management: Configure and ensure the functionality of the Automatic Call Distribution (ACD) system.
• Coordination and continuous improvement: Regularly coordinate with customer-facing teams on campaigns and escalations, and implement appropriate actions.
• Administrative support: Assist with workforce administration.

Preferred Experience

• First experience in Operations and Real Time Management
• Keen to work in a dynamic and fast-growing environment where you can contribute to team improvement with your ideas
• Data-driven mindset with strong analytical skills
• Sound knowledge of Microsoft Office
• Basic knowledge of data analysis tools such as Tableau or Power BI
• Fluency in English; German is a plus
• Willingness to work in shifts and on weekends

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development

• Industries

  Software Development

Referrals increase your chances of interviewing at IDnow by 2x

Sign in to set job alerts for “Call Center Operations Manager” roles.

Teamlead (m/w/d) Customer Experience Center

> Customer Success & Operations Manager (m/f/d)

Guest Experience Supervisor & MOD (m/f/d)

Senior Customer Support Delivery Manager

Guest Experience Supervisor & MOD (m/w/d)

Aftersales Technical Service Manager - Germany

Customer Care Manager with Italian (all genders)

Customer Care Manager with French (All Genders)

Customer Care Manager with French (All Genders)

Customer Care Manager with French (All Genders)

(Senior) Manager SAP Sales and Service / Order to Cash / Service to Customer (m/w/d) in München

BPO French Performance Customer Care Manager (All Genders)

Commercial Finance Manager for Customer Service area (m/f/d)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.