Real Time Operations Manager

About the Company:

HAAT is a leading on-demand delivery platform committed to providing seamless and efficient service to our customers, couriers, and partners. Our Real-Time Operations (RTO) team plays a critical role in ensuring the stability, responsiveness, and excellence of our daily operations.

About the Role

:As a Real-Time Operations (RTO) Manager - Haifa, you will be responsible for leading, supervising, and optimizing the performance of the RTO Agents team. You will ensure operational excellence by monitoring live activities, managing real-time escalations, supporting couriers and partners, and guaranteeing the smooth execution of all orders. Your role is crucial in safeguarding service reliability and enhancing the customer experience across HAAT's operational areas

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Responsibilitie

• s:Lead and manage a team of Real-Time Operations Agents to maintain service stability 24/
• 7.Monitor operations and proactively address incidents and bottleneck
• s.Support agents in decision-making and escalate critical operational issues when necessar
• y.Manage workforce scheduling to ensure continuous coverage, including weekends and holiday
• s.Develop and enforce SOPs (Standard Operating Procedures) for RT
• O.Analyze operational KPIs, identify areas for improvement, and implement corrective action
• s.Coordinate cross-functionally with the Ops, Fleet, and Partner Management teams to ensure aligned executio
• n.Train, coach, and develop RTO Agents to maximize their performance and career growt
• h.Prepare operational reports and insights for senior managemen
• t.Drive continuous improvement initiatives to enhance operational efficiency and responsivenes

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Qualificatio

• ns:3-5 years of experience in real-time operations, operations management, or a similar ro
• le.Proven experience in managing teams in fast-paced, high-pressure environmen
• ts.Strong analytical skills and ability to act quickly under uncertain
• ty.Excellent leadership and communication skil
• ls.Proficiency in operational dashboards, monitoring tools, and reporting syste
• ms.Native Hebrew & Arabic; B2 level English is requir
• ed.Availability to work flexible hours, including weekends and holida
• ys.A hands-on, solution-oriented mindset with a strong sense of ownership and accountabili