CrawlJobs Logo

Senior Real Time Management Team Lead

tripadvisor.com Logo

Tripadvisor

Location Icon

Location:
United Kingdom , Oxford

Category Icon
Category:
Customer Service

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

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. The Senior RTM Team Lead will proactively identify downtime or telephony issues, and support adherence to schedules. This role also works closely with senior leadership to drive team strategy, performance, and continuous improvement initiatives.

Job Responsibility:

  • Manage, guide, and support a team of Real Time Analysts, fostering development and growth
  • Offer continuous feedback through coaching sessions and performance assessments
  • Develop tailored growth strategies for each direct report
  • 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
  • Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly
  • Develop, update and test Business Continuity Plans (BCP)
  • 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
  • Ensure that real-time data in NICE IEX is updated promptly
  • Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement
  • Responsible for leading projects within the team
  • Compilation and distribution of key RTM reporting
  • Perform real-time operational duties where necessary
  • Promote a culture of accountability, teamwork, and continuous learning

Requirements:

  • 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
  • Flexibility in working hours is essential (Global RTM team operates 24/7)
  • Experience of working in large multi-skilled, multi-lingual contact centre environments

Nice to have:

  • 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, including base salary and annual bonuses
  • “Work your way” with flexibility to suit your lifestyle
  • Flexible schedule
  • Donation matching
  • Tuition assistance
  • Lifestyle benefit (annual benefit to spend on yourself)
  • Travel perks
  • Employee assistance program
  • Health benefits
  • Generous referral scheme

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Tripadvisor - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Real Time Management Team Lead

Underwriting Team Lead - Residential Real Estate & Commercial Real Estate

The Underwriting Team Lead is a seasoned professional role leading a team of RRE...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • CeMAP qualification
  • Senior Credit Officer (SCO) or equivalent
  • Bachelor's/University degree or equivalent experience
  • Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience
  • Honesty, integrity and reputation
  • Financial soundness
  • Competence and capability
Job Responsibility
Job Responsibility
  • Manage the RRE and CRE Underwriting Team
  • Oversee new business requests, ongoing portfolio management, ad-hoc project management and some third-party vendor management
  • Serve as a key contact for residential mortgage product underwriting process
  • Originate, structure and transact residential and commercial real estate loans
  • Work closely with 2nd Line of Defence
  • Ensure ongoing effective portfolio management
  • Ensure all necessary internal and external reporting requirements are completed in a timely manner
  • Work closely with RRE and CRE Product Head and wider Lending Leadership Team on policy updates and strategy
  • Take a leading role in Internal Audit and BICR reviews
  • Provide regular input to the Private Bankers, Risk and management in terms of MIS, competitive feedback, key client status reports, promotional opportunities, etc.
  • Fulltime
Read More
Arrow Right

Program Management Senior Lead

This is a dynamic product management role in the global organization requiring t...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's/University degree, Master's degree preferred
  • Extensive related experience including cash management and payments product expertise
  • Digital Assets domain expertise
  • Technical experience
  • Excellent communication skills
  • Senior stakeholder relationship management skills (internal and external)
  • Experience in the Digital Assets/blockchain space is a distinct advantage
  • Demonstrated experience in Product Management and/or Product Development discipline
  • Outstanding strategic, analytical, and critical thinking skills
  • Strong leadership and team building skills
Job Responsibility
Job Responsibility
  • Lead digital token/stablecoin expansion projects across external blockchain networks, DeFi protocols, custodians, wallets, payment rails, and enterprise platforms
  • Manage integration efforts with strategic partners, including API development, smart contract deployment, settlement coordination, and regulatory alignment
  • Coordinate cross-functional teams including product, engineering, compliance, legal, and business development to execute projects on-time and on-budget
  • Develop and maintain detailed project plans, timelines, and stakeholder reporting for multiple concurrent initiatives
  • Responsible for the design, product development/enhancements and closing of product gaps involving co-ordination with global partners and in-country product teams across regions
  • Identify and mitigate project risks, issues, and bottlenecks across technical and operational domains
  • Track and ensure interoperability standards (e.g., ERC-20, Layer 2, cross-chain bridges, ISO 20022) are followed across integrations
  • Support the development and execution of the digital asset strategy
  • Continue to expand Citi's next generation of offerings including new feature functionality, controlled experiments and the development of Citi's network of the future
  • Monitor market developments in blockchain infrastructure, stablecoin regulation, and real-time payment systems
What we offer
What we offer
  • Generous holiday allowance starting at 27 days plus bank holidays
  • Discretional annual performance related bonus
  • Private medical insurance packages
  • Employee Assistance Program
  • Pension Plan
  • Paid Parental Leave
  • Special discounts for employees, family, and friends
  • Access to an array of learning and development resources
  • Business casual workplace
  • Hybrid working model (up to 2 days working at home per week)
  • Fulltime
Read More
Arrow Right

Senior Director of Product (Head of International - Real Time Operations)

As Head of International – Real Time Operations, you will own the strategy and e...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
axon.com Logo
Axon
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years of product management experience in enterprise SaaS, real-time operations, VSaaS, VMS, IoT, or public safety technology
  • Proven success in international product leadership, including experience scaling platforms across multiple regions with diverse compliance and operational requirements
  • Experience partnering with sales leadership on tender-driven opportunities, translating deal pipelines into prioritized product roadmaps
  • Strong understanding of global compliance standards (privacy, data residency, security) and their impact on product delivery
  • Demonstrated ability to harmonize requirements across geographies while balancing global parity vs. regional differentiation
  • Excellent communication and collaboration skills
  • able to influence senior leaders and cross-functional teams without direct authority
  • Bachelor’s degree required
  • MBA or advanced degree preferred
Job Responsibility
Job Responsibility
  • Define the international product strategy for Fusus, balancing competitiveness, sustainability, and scalability
  • Partner directly with international sales leadership to evaluate pipeline opportunities, shape tender responses, and prioritize engineering work to win deals
  • Harmonize requirements across countries and regions, ensuring strategic parity with U.S. markets where necessary, while building features and capabilities that truly matter for international success
  • Collaborate with product, engineering, and program leaders to ensure international deliverables are embedded in Axon’s global roadmap
  • Ensure compliance with regional security, privacy, and data residency standards critical to customer trust and adoption
  • Drive continuous improvement in tender readiness, adoption, and customer success metrics across regions
  • Act as a champion for international customer and partner needs within RTO, ensuring they inform product priorities at all stages
  • Build strong partnerships across Axon (devices, digital evidence, productivity solutions) to deliver integrated outcomes internationally
  • Lead direct engagement with international customers, regulators, and partners to distill insights into product priorities
  • Establish a clear execution path within 90 days that defines roadmap priorities and sequencing for international expansion
What we offer
What we offer
  • Competitive base salary and RSUs
  • Comprehensive pension plan with matching contribution
  • Private health insurance & cash plans
  • 30 days paid holiday + UK public holidays
  • Enhanced maternity/paternity leave
  • GymPass subscription
  • Life assurance & income protection
  • Career growth support and wellness resources
  • Fulltime
Read More
Arrow Right

Senior Entitlements Manager

The Global Real Estate team is working hard on the 10 for the win strategy throu...
Location
Location
United States of America , Charlotte
Salary
Salary:
Not provided
https://www.circlek.com Logo
Circle K
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in business or related field preferred
  • Ten years of experience or more preferred including a minimum of five years of management responsibility
  • Strong communication skills required
  • Self-directed and self-motivated problem solver
  • Comfortable working independently and in cross-functional teams
  • Highly organized with ability to manage multiple projects
  • Meet tight deadlines
  • Continually prioritize and re-prioritize tasks
  • Strong analytical skills
  • Strong attention to detail
Job Responsibility
Job Responsibility
  • Onboarding and training of all new entitlement managers and external vendors
  • Leading internal team and cross functional trainings and conferences
  • Report development and management of key milestones for all BUs
  • First point of contact for the entitlements team
  • Lead Monthly Accountability calls
  • Moderate Quarterly calls
  • Collaborate with cross functional team
  • Identify process inefficiencies and implement improvements
  • Managing the overall project pipeline
  • Contributing towards setting of future plan opening counts
  • Fulltime
Read More
Arrow Right

Senior Entitlements Manager

As a member of the Global Real Estate team, you will be instrumental in supporti...
Location
Location
United States , Charlotte
Salary
Salary:
Not provided
https://www.circlek.com Logo
Circle K
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in business or related field preferred
  • Ten years of experience or more preferred including a minimum of five years of management responsibility
  • Other combinations of experience and education that meet the minimum requirements may be substituted
  • Strong communication skills required
  • Self-directed and self-motivated problem solver, comfortable working independently and in cross-functional teams
  • Highly organized with the ability to manage multiple projects, meet tight deadlines, and continually prioritize and re-prioritize tasks as new projects are assigned
  • Must possess strong analytical skills and strong attention to detail
  • Advanced Microsoft Excel proficiency, and ability to become proficient with additional software’s and applications.
Job Responsibility
Job Responsibility
  • Responsible for onboarding and training of all new entitlement managers and external vendors
  • Responsible for leading internal team and cross functional trainings and conferences
  • Report development and management of key milestones for all BUs
  • Approval to Design
  • Entitlements/Permitting
  • Post Permit approvals and turnover to construction
  • First point of contact for the entitlements team to review process, answer questions and guide the team through the permitting process
  • Lead Monthly Accountability calls, Moderate Quarterly calls to support the Entitlements Team
  • Collaborate with cross functional team by hosting monthly team calls to review process enhancements, issues, concerns, and training needs Identify process inefficiencies and implement improvements
  • Responsible for managing the overall project pipeline and contributing towards setting of future plan opening counts
  • Fulltime
Read More
Arrow Right

Senior Manager, Project & Vendor Management

The Senior Manager, Project Management is responsible for leading a team of proj...
Location
Location
United States , Lisle
Salary
Salary:
100000.00 - 110000.00 USD / Year
adtalem.com Logo
Adtalem Global Education
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • BS/BA degree required
  • 8+ years of full lifecycle project management experience or equivalent management experience
  • Six Sigma background or training
  • Experience in an academic enterprise
  • Strong leadership and interpersonal communication skills
  • Ability to interact with all levels within the organization and work in a fast-paced environment with many initiatives
  • Ability to manage a variety of business resources
  • Ability to work independently and make sound decisions with minimal supervision and direction
  • Proficient with project management practices and tools
  • Strong analytical and problem-solving skills to resolve issues and determine effective business and alternative solutions
Job Responsibility
Job Responsibility
  • Lead business growth initiatives across the institution or vertical using project management and Six Sigma process improvement tools and methodologies
  • Lead a team of project managers
  • Develop and refine processes and reports that lead to new academic programs or offerings, new IT systems, business innovation, competitive advantage, efficiencies/savings, and customer service improvements
  • Manage multiple business projects according to plan
  • measure, monitor, and report progress
  • Ensure projects are delivered on time and within budget
  • Prepare business cases, project charter documents and white papers to define and provide the rationale for programs/initiatives
  • Partner with IT,institution or vertical project teams involved in defining, developing, acquiring and implementing new information tools, or refinements to existing systems
  • Develop detailed project plans that contain key activities, timelines, and resource requirements needed to achieve project objectives while adhering to the defined project processes
  • Coordinate and manage all projects related to campus construction, remodeling, or real estate-related capital expenditures
What we offer
What we offer
  • Health, dental, vision, life and disability insurance
  • 401k Retirement Program + 6% employer match
  • Participation in Adtalem’s Flexible Time Off (FTO) Policy
  • 12 Paid Holidays
  • Eligible to participate in an annual incentive program
  • Fulltime
Read More
Arrow Right

Senior Manager, Project & Vendor Management

The Senior Manager, Project Management is responsible for leading a team of proj...
Location
Location
United States , Columbia
Salary
Salary:
100000.00 - 110000.00 USD / Year
adtalem.com Logo
Adtalem Global Education
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • BS/BA degree required
  • Master's Degree Preferred
  • 8+ years of full lifecycle project management experience or equivalent management experience
  • Six Sigma background or training
  • Experience in an academic enterprise
  • Strong leadership and interpersonal communication skills
  • Ability to interact with all levels within the organization and work in a fast-paced environment with many initiatives
  • Ability to manage a variety of business resources
  • Ability to work independently and make sound decisions with minimal supervision and direction
  • Proficient with project management practices and tools
Job Responsibility
Job Responsibility
  • Lead business growth initiatives across the institution or vertical using project management and Six Sigma process improvement tools and methodologies
  • Lead a team of project managers
  • Develop and refine processes and reports that lead to new academic programs or offerings, new IT systems, business innovation, competitive advantage, efficiencies/savings, and customer service improvements
  • Manage multiple business projects according to plan
  • measure, monitor, and report progress
  • Ensure projects are delivered on time and within budget
  • Prepare business cases, project charter documents and white papers to define and provide the rationale for programs/initiatives
  • Partner with IT,institution or vertical project teams involved in defining, developing, acquiring and implementing new information tools, or refinements to existing systems
  • Develop detailed project plans that contain key activities, timelines, and resource requirements needed to achieve project objectives while adhering to the defined project processes
  • Coordinate and manage all projects related to campus construction, remodeling, or real estate-related capital expenditures
What we offer
What we offer
  • Health, dental, vision, life and disability insurance
  • 401k Retirement Program + 6% employer match
  • Participation in Adtalem’s Flexible Time Off (FTO) Policy
  • 12 Paid Holidays
  • annual incentive program
  • Fulltime
Read More
Arrow Right

Senior Construction Project Manager

Archer is seeking a Senior Construction Project Manager to oversee the delivery ...
Location
Location
United States , San Jose
Salary
Salary:
140000.00 - 160000.00 USD / Year
archer.com Logo
Archer Aviation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5-10+ years of experience in real estate development, construction management, or facilities management
  • Strong financial modeling skills
  • Confidence in presenting to executive management
  • Strong communication and interpersonal skills
  • Ability to work in a fast paced and dynamic environment
  • Proficiency in schedule management tools, financial modeling software and Google Workspace
  • Strong 3rd party management skills to partner with external vendors
Job Responsibility
Job Responsibility
  • Oversee the planning, permitting, construction, and commissioning of infrastructure, ensuring projects are delivered on time, on budget, and to the highest quality standards
  • Manage the end-to-end construction lifecycle, from contractor bidding and selection to project scheduling, budget tracking, and final commissioning
  • Coordinate with internal teams and external partners to translate design requirements into built facilities, including labs, office and flight test
  • Ensure compliance with all local building codes, airport regulations, and FAA certification requirements, while tailoring infrastructure to meet local conditions
  • Lead cross-functional project management, engaging stakeholders across design, engineering, operations, and regulatory bodies to maintain seamless execution
  • Produce executive-level reporting and updates to HQ on project progress, risks, and alignment with Archer’s infrastructure vision
  • Build and maintain a network of local contractors, consultants, and regulators to stay ahead of trends and ensure best-in-class execution standards
  • Continuously refine construction processes to drive efficiency, safety, and scalability as Archer prepares for launch
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy