Real Time Resource Manager - (Back Office)
The Real Time Resource Manager is responsible for the end-to-end leadership and delivery of Real Time performance management across a 24/7 global Contact Centre operation. The role owns intraday service control, real-time decision-making and SLA protection across multiple internal and outsourced sites, ensuring customer demand is managed effectively while balancing service levels, cost and colleague experience.
The role will establish and build a brand-new Real Time function from the ground up, including operating model design, team structure, processes, tooling, governance, and capability development. Acting as the central point of accountability for real-time performance, the role partners closely with Planning, Operations, Performance, and outsourced providers to drive consistent, data-led intraday control. This role requires strong operational leadership, excellent stakeholder management, and the ability to operate decisively in a fast-paced, always-on environment.
- Lead and deliver Real Time performance management across a 24/7 global Contact Centre.
- Own intraday service control, real-time decision-making, and SLA protection.
- Manage customer demand across multiple internal and outsourced sites while balancing service levels, cost, and colleague experience.
- Establish and build a new Real Time function, including operating model design, team structure, processes, tooling, governance, and capability development.
- Act as the central point of accountability for real-time performance.
- Partner with Planning, Operations, Performance, and outsourced providers to drive data-led intraday control.
- Proven experience leading Real Time Operations at manager level within a complex, multi-site, international 24/7 Contact Centre environment, with direct accountability for performance across in-house and outsourced operations exceeding 1,000 FTE. (required)
- Demonstrated success in establishing and scaling Real Time functions, frameworks, and governance models within large, rapidly growing customer operations. (required)
- Extensive experience managing geographically dispersed Real Time teams across multiple regions and time zones in a high-volume customer service environment. (required)
- Strong working knowledge of enterprise-level WFM platforms (e.g. NICE/IEX) with proven ownership of real-time service recovery and intraday performance strategy. (required)
- Excellent decision-making skills under pressure, with a calm and structured approach. (required)
- High resilience and adaptability in a fast-paced, always-on operational environment. (required)
- Strong stakeholder management and communication skills. (required)
- Safe home pickup and home drop (Hyderabad Office Only).
- Group Mediclaim policy.
- Group Critical Illness policy.
- Communication and Relocation allowance.
- Annual Health check.
- Recognition prizes from leaders and colleagues.
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.
