About the Role

We are looking for an experienced Real-Time Analyst (RTA) Lead to manage real-time workforce activities for a UK Financial Collections process in a contact center environment.

The role will focus on managing RTA teams, monitoring multiple queues and geographies, and driving performance against key workforce and service-level metrics. The successful candidate should have strong experience in real-time management, schedule adherence, queue management, and SLA performance.

Key Responsibilities

Lead and manage RTA teams supporting a contact center environment.
Monitor and manage multiple queues and geographies in real time.
Track and support achievement of Service Level Agreements (SLAs).
Monitor schedule adherence and take appropriate action on deviations.
Monitor occupancy and workforce utilization.
Track forecast variance and identify staffing gaps or overages.
Monitor abandonment percentage and identify potential service-level risks.
Ensure accuracy of queue management activities.
Analyze real-time performance data and coordinate corrective actions when required.
Work closely with operations and workforce management teams to address intraday staffing requirements.
Escalate service-level and staffing concerns to relevant stakeholders.
Support effective resource utilization and operational performance.
Provide real-time updates and insights to management.
Maintain accurate workforce and performance information.
Ensure adherence to established processes and operational requirements.

Qualifications & Skills

Bachelor's Degree graduate.
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
- Occupancy
- Forecast Variance
- Abandonment %
- Queue Management Accuracy
Strong analytical and problem-solving skills.
Ability to make timely decisions in a real-time operational environment.
Strong communication and stakeholder management skills.
Ability to work effectively in a shifting schedule.

Work Setup

Work Mode: 100% Onsite
Location: Eton Centris, Quezon City
Shift: Shifting
Start Date: ASAP
Headcount: 1
Process: UK Financial Collections

Role

Deputy Manager-Operations

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.