WORK SETUP: 100% Onsite – Eton Centris, Quezon City

WORK SHIFT: Shifting

SALARY: Up to 20% hike from last drawn salary + ₱2,400 allowance (depending on experience)

START DATE: ASAP

Role Overview

We are seeking a Real-Time Analyst (RTA) Lead to oversee real-time workforce management operations for a UK Financial Collections vertical. You will manage RTA teams, ensure SLA achievement, optimize occupancy and schedule adherence, and drive operational excellence across multiple queues and geographies.


Key Responsibilities

Lead and manage RTA teams in a contact center environment


Monitor and manage multiple queues and geographies to ensure optimal staffing and service levels


Drive SLA achievement, schedule adherence, and occupancy targets


Track and analyze forecast variance, abandonment %, and queue management accuracy


Generate and distribute real-time performance reports to stakeholders


Coordinate with operations teams to address schedule deviations and real-time issues


Identify and escalate potential risks to service delivery


Continuously improve processes to optimize operational efficiency


Qualifications

Graduate of a Bachelor's Degree – required


2+ years managing RTA teams in a contact center environment – required


Experience managing multiple queues and geographies – required


Strong knowledge of:


SLA Achievement


Schedule Adherence


Occupancy


Forecast Variance


Abandonment %


Queue Management Accuracy


Strong analytical and problem-solving skills


Excellent communication and stakeholder management skills


Willing to work 100% onsite in Quezon City with a shifting schedule


Can start immediately


Why Join?

Competitive salary package (up to 20% hike from last drawn)


₱2,400 allowance


Prime Eton Centris, Quezon City location


Career growth in workforce management


Dynamic and supportive team environment





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