Job Title: Real-Time Analyst (RTA) Lead

Vertical: UK Financial Collections
Work Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Work Shift: Shifting
Salary: Up to 20% hike from last drawn salary + ₱2,400 monthly allowance, depending on experience
Start Date: ASAP

Job Summary

We are looking for an experienced Real-Time Analyst (RTA) Lead to manage real-time workforce operations for a UK Financial Collections account. The role will be responsible for managing multiple queues and geographies, monitoring operational performance, ensuring SLA achievement, and maintaining workforce efficiency across the contact center.

Key Responsibilities

• Lead and manage the RTA team in a contact center environment.

• Monitor real-time performance across multiple queues and geographies.

• Ensure SLA achievement and effective queue management.

• Monitor and improve schedule adherence and occupancy.

• Track forecast variance and identify operational gaps.

• Monitor abandonment percentage and take corrective actions.

• Ensure queue management accuracy.

• Coordinate with operations and workforce management teams to address real-time staffing requirements.

• Analyze performance trends and provide timely operational updates.

• Support immediate staffing and scheduling adjustments based on business requirements.

Qualifications

• Graduate of a Bachelor’s Degree.

• Minimum 2+ years of experience managing RTA teams in a contact center environment.

• Experience managing multiple queues and geographies.

• Strong knowledge of:

  • SLA Achievement

  • Schedule Adherence

  • Occupancy

  • Forecast Variance

  • Abandonment %

  • Queue Management Accuracy

• Strong analytical, communication, and problem-solving skills.

• Willing to work 100% onsite in Eton Centris, Quezon City.

• Willing to work on a shifting schedule.

• Available to start ASAP.

Recruitment Process

Initial Interview → SVAR → L2 Interview (MS Teams) → L3 Interview (MS Teams)