Real-Time Analyst (RTA) Lead – UK Financial Collections

Gratitude Inc

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2 days ago

Real-Time Analyst (RTA) Lead – UK Financial Collections

2-5 Year(s)

Manila (Diliman quezon city)

Job Description

Key Skills

Real time analyst Lead

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Real-Time Analyst (RTA) Lead – UK Financial Collections

Location: Quezon City, Metro Manila, Philippines

Work Setup: 100% Onsite – Quezon City

Work Schedule: Shifting Schedule

Vertical: UK Financial Collections

Salary: Very competitive

Start Date: ASAP

Headcount: 1

Job Overview

We are seeking an experienced and highly analytical Real-Time Analyst (RTA) Lead to oversee real-time workforce management operations for a UK Financial Collections account.

The ideal candidate will have proven experience leading RTA teams within a contact center or BPO environment, managing multiple queues and geographies, and driving performance against critical workforce management metrics.

As an RTA Lead, you will play a key role in monitoring real-time operations, managing staffing and queue performance, ensuring SLA achievement, and supporting operational efficiency across multiple lines of business.

This opportunity is ideal for experienced Real-Time Analysts, RTA Team Leads, Workforce Management Specialists, WFM Analysts, and Contact Center Operations professionals ready to take on a leadership role.

Key Responsibilities

Lead and manage real-time analysts supporting contact center operations.
Monitor and manage real-time performance across multiple queues, teams, and geographies.
Ensure appropriate staffing levels and resource allocation based on real-time business requirements.
Monitor service levels and take proactive action to address performance gaps.
Drive and maintain performance across key Workforce Management and Contact Center metrics, including:
- Service Level Agreement (SLA) Achievement
- Schedule Adherence
- Occupancy
- Forecast Variance
- Abandonment Rate
- Queue Management Accuracy
Analyze real-time data and operational trends to identify potential risks, staffing issues, and service delivery challenges.
Coordinate with Operations, Workforce Management, Team Leaders, and other stakeholders to address queue and staffing concerns.
Manage intraday performance and recommend adjustments to schedules, staffing, and resource allocation when required.
Ensure efficient management of multiple queues and geographically distributed operations.
Provide guidance, coaching, and support to RTA team members.
Escalate significant service level, staffing, or operational issues to relevant stakeholders.
Prepare and communicate real-time performance updates and operational insights.
Support continuous improvement initiatives to enhance workforce efficiency and contact center performance.

Qualifications

Education

Graduate of a Bachelor's Degree in any discipline.

Experience

Minimum of 2 years of experience managing Real-Time Analyst (RTA) teams in a Contact Center or BPO environment.
Proven experience managing multiple queues and geographies.
Strong experience in real-time monitoring, queue management, workforce management, and intraday performance management.

Required Skills and Expertise

Candidates should demonstrate strong knowledge and experience in:

SLA Achievement and Service Level Management
Schedule Adherence Monitoring
Occupancy Management
Forecast Variance Analysis
Abandonment Rate Management
Queue Management Accuracy
Real-Time Monitoring
Intraday Workforce Management
Contact Center Operations
Staffing and Resource Management
Performance Analysis and Reporting

Preferred Competencies

Strong analytical and problem-solving skills.
Excellent leadership and people management abilities.
Ability to make quick, data-driven decisions in a fast-paced environment.
Strong communication and stakeholder management skills.
Ability to manage multiple priorities and respond effectively to changing business demands.
Experience working with geographically distributed teams or operations is highly desirable.

Work Setup and Schedule

Work Setup: 100% Onsite
Location: Quezon City
Work Schedule: Shifting
Candidates must be willing to work onsite and accommodate a shifting schedule.

Compensation and Benefits

Salary: Up to a 20% increase from the candidate's last drawn salary, depending on experience and qualifications.
Allowance: ₱2,400
Start Date: ASAP

Ideal Candidate Backgrounds

This role is suitable for professionals with experience in positions such as:

Real-Time Analyst Lead
RTA Team Lead
Workforce Management Team Lead
WFM Real-Time Lead
Senior Real-Time Analyst
Workforce Management Analyst
Intraday Analyst
Contact Center Workforce Analyst
Real-Time Management Specialist

Recruitment Process

Initial Interview
SVAR
L2 Interview – Microsoft Teams
L3 Interview – Microsoft Teams

Pre-Screening Notes

Highest Educational Attainment:

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

How much is your last drawn salary?

How much is your expected salary?

Are you amenable to working 100% on-site in Quezon City with a shifting schedule?

Can you start immediately?

Role

Collections Officer

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

Banking / Financial Services

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.

Comfort Etim

Recruiter - Gratitude Inc

NA, nigeria

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