Real Time Resource Manager - (Back Office)

Company Description

Entain India is the engineering and delivery powerhouse for Entain, one of the world's leading global sports and gaming groups. Established in Hyderabad in 2001, we've grown from a small tech hub into a dynamic force, delivering cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide.

Our focus on quality at scale drives us to create innovative technology that supports Entain's mission to lead the change in global sports and gaming sector. At Entain India, we make the impossible possible, together.

Job Description

The Real Time Resource Manager is responsible for the end‑to‑end leadership and delivery of Real Time performance management across a 24/7 global Contact Centre operation. The role owns intraday service control, real‑time decision‑making and SLA protection across multiple internal and outsourced sites, ensuring customer demand is managed effectively while balancing service levels, cost and colleague experience.

The role will establish and build a brand‑new Real Time function from the ground up, including operating model design, team structure, processes, tooling, governance, and capability development. Acting as the central point of accountability for real‑time performance, the role partners closely with Planning, Operations, Performance, and outsourced providers to drive consistent, data‑led intraday control.

This role requires strong operational leadership, excellent stakeholder management, and the ability to operate decisively in a fast‑paced, always‑on environment.

Qualifications

• Proven experience leading Real Time Operations at manager level within a complex, multi-site, international 24/7 Contact Centre environment, with direct accountability for performance across in-house and outsourced operations exceeding 1,000 FTE
• Demonstrated success in establishing and scaling Real Time functions, frameworks, and governance models within large, rapidly growing customer operations.
• Extensive experience managing geographically dispersed Real Time teams across multiple regions and time zones in a high-volume customer service environment.
• Strong working knowledge of enterprise-level WFM platforms (e.g. NICE/IEX) with proven ownership of real-time service recovery and intraday performance strategy.
• Excellent decision‑making skills under pressure, with a calm and structured approach.
• High resilience and adaptability in a fast‑paced, always‑on operational environment.
• Strong stakeholder management and communication skills.

Additional Information

We know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.