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Real Time Manager (m/w/d)

Tasks

Intraday steering of internal and external call centres to optimize Service Levels while keeping the occupancy high

Intraday steering of Service Levels of customers

Monitoring, analysis, forecast and reporting of special patterns in the behaviour of IDnow customers and the incoming volume. Planning and rollout of measures based on the insights gained

Support of Shift Management in the monitoring of agent KPIs

Coordination of short-term shift changes, special tasks and trainings to make sure their impact on the Service Level is minimal

Coordination of call centre staffing changes for the next days to match the staffing to short term trends in customer behaviour

Qualifications

Several years of experience in Operations and Real Time Management

Sound knowledge of Microsoft Office

Basic knowledge of tools for data analysis like Tableau or Power BI

Keen to work in a dynamic and fast-growing environment where you can contribute with to the improvement of the team with your ideas

Fluency in German and English

Willingness to work shifts

We offer

Join our international team and perform an impactful role with opportunities to shape the operational business

Be part of high-growth scale-up company where ownership, transparency and trust being lived everyday

We make remote work comfy: we provide support on enquipment and offer flexible working hours.
Connect with your colleagues or through (virual) team events

We value development:
use your training budget for what excites you the most

Contact

We look forward to receiving your detailed application with a possible start date and salary expectations. 

If you have any further questions, please feel free to contact us at hr.leipzig@idnow.de.