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

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• 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

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• 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:

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• 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

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• 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

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• 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:

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• 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

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1. Initial Interview
   
2. SVAR
   
3. L2 Interview – Microsoft Teams
   
4. 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?