Job Description

THE JOB

The Senior Real Time Delivery Manager – EMEA is responsible for leading real-time service delivery across a global, multi-channel contact centre environment.

This role ensures that customer demand is met efficiently and effectively through proactive intraday management, strong governance of BPO partners, and alignment between forecasting, scheduling, routing, and real-time execution.

You will act as the central point of accountability for intraday performance, service stability, and fan experience across EMEA markets, ensuring delivery remains within forecast bandwidth while balancing cost, efficiency, and fan outcomes.

This role is a critical part of the Fan Experience team as we move towards a global,

WHAT YOU WILL BE DOING

  • Own real-time performance across EMEA, delivering against SLA, ASA, backlog, and forecast bandwidth targets
  • Maintain control of backlog across all channels, particularly digital, ensuri...

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