About the role
<p><strong>About Tripadvisor&nbsp;</strong></p> <p>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.</p> <div class="WIVF WIUF WKVF"> <div class="WLVF wd-65742c5f-ed02-4bf7-ae85-282a29ad0d8c">The <strong>Senior Real-Time Management (RTM) Team Lead </strong>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.</div> </div> <div id="e7a3b04fb68f4f40a794d3ba67358b33" class="WMVF" data-automation-id="decorationWrapper"> <div class="WMUI WOTI WNUI"> <div id="e7a3b04fb68f4f40a794d3ba67358b33-a0acc46e187a926f" data-automation-widget="richTextArea" data-automation-metadata-id="56$308348" data-uxi-form-item-child-list-index="3"> <div class="css-v47zm2-FocusContainer e1ge5hpl0"> <div class="css-1mb50em-EditorContainer e1ge5hpl1" data-automation-id="richTextEditor" data-metadata-id="56$308348" data-uxi-widget-editable="false"> <div class="css-1v6ili8-TextEditorContainer eg1t6ed0" data-automation-id="richTextContent"> <div class="css-149jhad"> <div class="ProseMirror"> <p>&nbsp;</p> <h3>ESSENTIAL DUTIES AND RESPONSIBILITIES:</h3> <ul> <li> <p>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.</p> </li> <li> <p>Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.</p> </li> <li> <p>Ensure that direct reports comply with all company policies and procedures.</p> </li> </ul> <ul> <li> <p>Drive continuous improvement initia