Real-Time Management Sr. Supervisor

Position Summary:The Real-Time Management Sr. Supervisor will oversee the real-time aspects of our workforce management while concurrently driving and optimizing team performance by leveraging data analytics.This role requires a strong leader that understands performance metrics, the ability to implement adjustments in real-time, and excellent communication skills to liaise effectively with our Business Process Outsourcing (BPO) partners.
Responsibilities:· Meet service level goals via the application of real-time management processes;· Supervise and assess in-house WFM employee performance, offering constructive feedback and coaching for improvement.· Measure and communicate team and individual performance with key metrics such as adherence and service levels;· Produce daily KPI reports to inform leadership of performance at the team and individual levels;· Document processes, procedures, and workflows and ensure consistency and adherence to best practices within the team;· Collaborate with other departments to ensure that the appropriate agents are available to support contact volume in all channels;· Act as the primary point of contact between the company and BPO partners, fostering strong collaborative partnerships;· Coordinate and communicate real-time performance expectations and changes with BPO teams to ensure alignment with company targets;· Conduct regular performance reviews with BPO partners and implement improvement plans as needed;· Ensure adherence to contractual agreements and service level agreements (SLAs) with BPO partners through performance validation;· Develop and evaluate reports for the purpose of tracking and assessing teams' performance;· Leverage data-driven insights to proactively identify and implement measures aimed at driving and optimizing overall operational performance across teams;
Preferred Experience & Qualifications:· Bachelor’s degree in a business-related field – Accounting, Finance, Mathematics, Statistics, Economics, etc. or equivalent experience in Workforce Management contact center planning, statistical analysis, and problem solving preferred;· 2+ years business experience with Workforce Management experience in contact center operations;· Strong analytical and problem-solving skills, with the ability to make data-driven decisions;· Excellent communication and interpersonal skills to effectively liaise with BPO partners and internal teams;· Leadership experience demonstrating the ability to motivate and lead a high-performing team.About Us StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action. 
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.