Real-Time Analyst (RTA) Lead

Hiring – Real-Time Analyst (RTA) Lead

Location: Eton Centris, Quezon City, Philippines
Work Setup: 100% Work from Office
Shift: Shifting Schedule
Vertical: UK Financial Collections
Compensation: Up to 20% hike on last drawn salary + ₱2,400 allowance, based on experience
Joining: ASAP
Openings: 1

Role Overview

We are looking for an experienced RTA Lead with strong contact center workforce management experience to lead real-time operations, monitor performance, and ensure service levels are consistently achieved.

Key Responsibilities

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

• Monitor and manage multiple queues and geographies in real time.

• Ensure achievement of SLA and operational KPIs.

• Monitor schedule adherence, occupancy, forecast variance, and abandonment rates.

• Ensure queue management accuracy and take timely corrective actions.

• Identify real-time operational issues and coordinate with relevant teams for resolution.

• Provide performance updates and escalate risks impacting service levels.

Requirements

• Graduate of a Bachelor’s Degree.

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

• Experience handling multiple queues and geographies.

• Strong knowledge of workforce management and real-time monitoring.

• Experience with SLA, schedule adherence, occupancy, forecast variance, and abandonment metrics.

• Strong analytical, communication, and decision-making skills.

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

• Immediate joiners preferred.

Recruitment Process

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

Pre-Screening Questionnaire

Please provide the following details:

1. Highest Educational Attainment

2. Years of experience as an RTA Lead in a contact center

3. Last drawn salary

4. Expected salary

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

6. Can you start immediately?

Questionnaire Link:
 https://myglit.com/lateral/cref/6241888ac8

Interested candidates are requested to complete the questionnaire and share their updated CV.