Senior Manager – Real Time Delivery Manager

Live Nation Entertainment

Senior Real Time Delivery Manager responsible for leading real-time service delivery across EMEA contact centres. Ensuring efficient customer demand management and performance oversight across multiple channels.

Posted 6/19/2026full-timeBerlin • 🇩🇪 GermanySeniorWebsite

About the role

Key responsibilities & impact

Own real-time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets
Maintain control of backlog across all channels, particularly digital, ensuring recovery plans are defined and executed
Manage delivery against forecast bandwidth at interval level, balancing over/under delivery and commercial impact
Ensure alignment between scheduled capacity and actual demand distribution
Direct and govern real-time interventions executed by BPO partners (e.g. break movement, shift extensions, reallocation, overtime)
Lead cross-market resource reallocation, dynamically moving capacity to meet demand
Optimise utilisation of shared and flexible resource pools across regions
Act as primary escalation point for all real-time delivery issues across BPO partners
Hold partners accountable for schedule adherence, responsiveness, and execution of agreed actions
Lead daily and intraday performance calls, ensuring clear communication of risks, actions, and outcomes
Partner with forecasting, planning, and scheduling teams to ensure alignment between plan and real-time execution
Develop and lead a team of analysts, building capability and driving continuous improvement
Partner with Regional Heads of Fan Experience to contribute to long-term strategy and operational design

Requirements

What you’ll need

Proven experience in Workforce Management, specifically in real-time/intraday operations
Strong understanding of omnichannel contact centre environments (voice, chat, email)
Experience managing real-time delivery across multi-market, BPO-led environments
Strong analytical capability, with the ability to interpret complex data and translate into action
Strong working knowledge of WFM and routing tools (e.g. Peopleware, Five9, Zendesk)
Experience producing operational insight and performance reporting
Experience managing outsource partners and performance governance
Proven experience of leading, coaching, motivating and developing a Resource & Planning team, ideally within a Contact Centre environment

Benefits

Comp & perks

Generous vacation
Healthcare
Retirement benefits
Student loan repayment
Tuition reimbursement
Six months of paid caregiver leave for new parents including fostering
Access to free live events through our exclusive employee ticketing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Workforce Managementreal-time operationsintraday operationsanalytical capabilityperformance reportingresource allocationcapacity managementdata interpretationcontinuous improvementperformance governance

Soft Skills

leadershipcoachingmotivationcommunicationcollaborationproblem-solvingaccountabilitystrategic thinkingteam developmentadaptability