Senior Manager - Real Time Delivery Manager EMEA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead real-time service delivery across a global, multi-channel contact centre environment for EMEA, ensuring performance stays within forecast bandwidth while balancing cost, efficiency, and fan outcomes. You’ll own intraday control of SLA/ASA, backlog recovery, and interval-level delivery, govern BPO partner interventions, and reallocate cross-market resources. Partner with forecasting, planning, and scheduling teams, lead daily performance calls, and develop a team of analysts to drive continuous improvement.

Location: Manchester, Berlin, Warsaw, Stockholm

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Program & Project Management (PMO)

Seniority: Sr. Manager level

Key Responsibilities

•Own real-time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets.
•Maintain control of backlog across channels and ensure recovery plans are defined and executed.
•Direct and govern real-time interventions executed by BPO partners, including break movement, shift extensions, reallocation, and overtime.
•Lead cross-market resource reallocation and optimise utilisation of shared and flexible resource pools across regions.
•Develop and lead a team of analysts, and run daily and intraday performance calls with clear risk, action, and outcome communication.

Key Requirements

•Proven experience in Workforce Management, specifically real-time/intraday operations.
•Strong understanding of omnichannel contact centre environments (voice, chat, email).
•Experience managing real-time delivery across multi-market, BPO-led environments.
•Strong analytical capability to interpret complex data and translate it into action.
•Experience managing outsource partners and leading, coaching, motivating, and developing a Resource & Planning team.

Experience:Workforce managementReal-time operationsIntraday operationsOmnichannel contact centreBPO

Skills:LeadershipCoachingCollaborationAccountabilityResults orientation

Tech Stack:Workforce ManagementPeoplewareFive9Zendesk

Company Brief

Live Nation Entertainment

Industry: Events & Live Entertainment

Website

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Live Nation Entertainment

1 month ago

Senior Manager - Real Time Delivery Manager EMEA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Manchester, Berlin, Warsaw, Stockholm

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Program & Project Management (PMO)

Seniority: Sr. Manager level

Key Responsibilities

•Own real-time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets.
•Maintain control of backlog across channels and ensure recovery plans are defined and executed.
•Direct and govern real-time interventions executed by BPO partners, including break movement, shift extensions, reallocation, and overtime.
•Lead cross-market resource reallocation and optimise utilisation of shared and flexible resource pools across regions.
•Develop and lead a team of analysts, and run daily and intraday performance calls with clear risk, action, and outcome communication.

Key Requirements

•Proven experience in Workforce Management, specifically real-time/intraday operations.
•Strong understanding of omnichannel contact centre environments (voice, chat, email).
•Experience managing real-time delivery across multi-market, BPO-led environments.
•Strong analytical capability to interpret complex data and translate it into action.
•Experience managing outsource partners and leading, coaching, motivating, and developing a Resource & Planning team.

Experience:Workforce managementReal-time operationsIntraday operationsOmnichannel contact centreBPO

Skills:LeadershipCoachingCollaborationAccountabilityResults orientation

Tech Stack:Workforce ManagementPeoplewareFive9Zendesk

Company Brief

Live Nation Entertainment

Industry: Events & Live Entertainment

Website