Real-Time Analyst (RTA) Lead

• Lead and manage RTA teams in a contact center environment.

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

• Ensure SLA achievement, schedule adherence, and optimal occupancy levels.

• Track forecast variance, abandonment rates, and queue management accuracy.

• Identify service delivery gaps and implement corrective actions.

• Coordinate with operations and workforce management teams to maintain service levels.

• Monitor real-time staffing and recommend resource adjustments based on business needs.

• Prepare performance reports and provide insights to improve operational efficiency.

Qualifications

• Bachelor's degree in any discipline.

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

• Experience managing multiple queues and geographies.

• Strong understanding of SLA achievement, schedule adherence, and occupancy.

• Knowledge of forecast variance, abandonment percentage, and queue management accuracy.

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

• Willingness to work 100% onsite in Eton Centris, Quezon City, on a shifting schedule.

• Must be available to join immediately.

Recruitment Process

1. Initial Interview

2. SVAR Assessment

3. L2 Interview – MS Teams

4. L3 Interview – MS Teams

Pre-Screening Questions

1. What is your highest educational qualification?

2. How many years of experience do you have as an RTA Lead in a contact center environment?

3. What was your last drawn salary?

4. What is your expected salary?

5. Are you willing to work 100% onsite in Quezon City on a shifting schedule?

6. Are you available to start immediately?