Real Time Resource Manager

Responsibilities

• Lead and deliver end-to-end real-time performance management for a 24/7 global Contact Centre operation.
• Establish and build a brand-new Real Time function from the ground up, including operating model design, team structure, processes, and governance.
• Own intraday service control, real-time decision-making, and SLA protection across multiple internal and outsourced sites.
• Partner closely with Planning, Operations, Performance, and outsourced providers to drive consistent, data-led intraday control.
• Manage customer demand effectively while balancing service levels, cost, and colleague experience.

Requirements

• Proven experience leading Real Time Operations at a manager level within a complex, multi-site, international 24/7 Contact Centre environment.
• Experience managing performance across in-house and outsourced operations exceeding 1,000 FTE.
• Demonstrated success in establishing and scaling Real Time functions, frameworks, and governance models.
• Extensive experience managing geographically dispersed teams across multiple regions and time zones.
• Strong working knowledge of enterprise-level WFM platforms such as NICE or IEX.
• Excellent decision-making skills under pressure and strong stakeholder management capabilities.

Benefits

• Competitive salary and performance-based recognition.
• Safe home pickup and home drop (Hyderabad Office only).
• Group Mediclaim and Group Critical Illness policies.
• Communication and Relocation allowance.
• Annual health checks.

About the Company

Entain India is the engineering and delivery powerhouse for Entain, one of the world's leading global sports and gaming groups. Based in Hyderabad, we deliver cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide.