Real-Time Analyst (RTA) – UK Financial Customer Service

Role Overview

We are seeking a Real-Time Analyst (RTA) to support workforce management operations for a UK Financial Customer Service vertical. You will monitor real-time performance, manage schedule adherence, and ensure optimal staffing levels to meet service level agreements (SLAs). This role requires strong analytical skills and experience with workforce management tools.


Key Responsibilities

Monitor real-time adherence and schedule compliance across teams


Manage and adjust staffing levels to meet SLAs and operational targets


Track and analyze real-time performance metrics, call volume trends, and abandonment rates


Coordinate with operations teams to address schedule deviations and attendance issues


Generate and distribute real-time reports to stakeholders


Identify and escalate potential risks to service delivery


Support workforce planning activities including forecasting and scheduling


Continuously improve processes to optimize operational efficiency


Qualifications

Graduate of a Bachelor's Degree – required


1–2 years of work experience in workforce management in a contact center environment – required


2–4 years overall experience – required


Banking industry experience is highly preferred


Exposure to UK/US/AU Banking industry is an advantage


Good analytical skills


Excellent in MS Excel & number crunching – required


Experience with Workforce Management software (scheduling, performance tracking, reporting) – required


Why Join?

Competitive salary package (up to 20% hike from last drawn)


₱2,400 allowance


Prime Eton Centris, Quezon City location


Career growth in workforce management


Dynamic and supportive team environment