About this role
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
The Senior Real-Time Management (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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Manage, guide, and support a team of Real Time Analysts, fostering development and growth. Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.
• Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.
• 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 to enhance team performance and efficiency.
• Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.
• Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.
• 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, to maintain operational efficiency.
• Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.
• Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.
• Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.
• Compilation and distribution of key RTM reporting.
• Perform real-time operational duties where necessary.
• Promote a culture of account