Real-Time Analyst (RTA) Lead

Real-Time Analyst (RTA) Lead

Vertical: UK Financial Collections
Work Location: Eton Centris, Quezon City, Philippines
Work Setup: 100% Onsite
Work Schedule: Shifting Schedule
Salary: Up to 20% increase from last-drawn salary, plus ₱2,400 allowance, depending on experience
Target Start Date: ASAP
Headcount: 1

Job Summary

We are seeking an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce management and performance monitoring within a contact center supporting UK Financial Collections operations.

The successful candidate will lead the RTA team, manage multiple queues and geographies, monitor operational performance, and ensure service-level targets are achieved. This role requires strong analytical skills, workforce management expertise, and the ability to make timely decisions to maintain operational efficiency.

Key Responsibilities

• Lead and manage the Real-Time Analyst (RTA) team in a contact center environment.

• Monitor real-time operational performance and ensure service-level agreements (SLAs) are achieved.

• Manage multiple queues, teams, and geographies to optimize resource allocation and operational efficiency.

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

• Identify performance gaps and implement corrective actions to minimize service-level risks.

• Track real-time staffing levels, agent availability, and workload distribution.

• Coordinate with operations leaders and workforce management teams to address staffing shortages, volume fluctuations, and queue imbalances.

• Provide timely updates on operational performance, service levels, and potential risks.

• Analyze workforce management data to identify trends and recommend process improvements.

• Support operational decision-making through accurate reporting and performance analysis.

• Ensure adherence to workforce management procedures and operational guidelines.

• Coach and develop RTA team members to improve accuracy, productivity, and overall performance.

Required Qualifications

• Graduate of a bachelor's degree program.

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

• Experience managing multiple queues and geographies.

• Strong understanding of workforce management and real-time monitoring processes.

• Proven ability to manage and improve the following metrics:

  • Service Level Agreement (SLA) Achievement

  • Schedule Adherence

  • Occupancy

  • Forecast Variance

  • Abandonment Rate

  • Queue Management Accuracy

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and stakeholder management abilities.

• Ability to work under pressure and respond quickly to changing operational requirements.

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

• Immediate availability is preferred.

Recruitment Process

1. Initial Interview

2. SVAR Assessment

3. Level 2 Interview – Microsoft Teams

4. Level 3 Interview – Microsoft Teams

Pre-Screening Questions

1. What is your highest educational attainment?

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

3. What is your current or last-drawn salary?

4. What is your expected salary?

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

6. Can you start immediately if selected?

Compensation Details

The salary offer may include an increase of up to 20% from the candidate's last-drawn salary, plus a ₱2,400 allowance, depending on experience and eligibility.

Important: Candidates should be prepared to work fully onsite and accommodate shifting schedules to support UK Financial Collections operations.