(ACTIVE) RTA Lead_UK Financial Collections (Project Motor) | Onsite in Quezon City

Gratitude Inc

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2 weeks ago

(ACTIVE) RTA Lead_UK Financial Collections (Project Motor) | Onsite in Quezon City

2-10 Year(s)

Manila

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Job Description

Key Skills

intraday reporting Workforce Management Contact Center Technology Real-time Management UK FINANCIAL COLLECTIONS Real-Time Analyst Team Management, SLA Management

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Job Title: Real-Time Analyst (RTA) Lead

Vertical: UK Financial Collections
Work Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Work Shift: Shifting
Salary: Up to 20% hike from last drawn salary + ₱2,400 monthly allowance, depending on experience
Start Date: ASAP

Job Summary

We are looking for an experienced Real-Time Analyst (RTA) Lead to manage real-time workforce operations for a UK Financial Collections account. The role will be responsible for managing multiple queues and geographies, monitoring operational performance, ensuring SLA achievement, and maintaining workforce efficiency across the contact center.

Key Responsibilities

Lead and manage the RTA team in a contact center environment.
Monitor real-time performance across multiple queues and geographies.
Ensure SLA achievement and effective queue management.
Monitor and improve schedule adherence and occupancy.
Track forecast variance and identify operational gaps.
Monitor abandonment percentage and take corrective actions.
Ensure queue management accuracy.
Coordinate with operations and workforce management teams to address real-time staffing requirements.
Analyze performance trends and provide timely operational updates.
Support immediate staffing and scheduling adjustments based on business requirements.

Qualifications

Graduate of a Bachelor’s Degree.
Minimum 2+ years of experience managing RTA teams in a contact center environment.
Experience managing multiple queues and geographies.
Strong knowledge of:
- SLA Achievement
- Schedule Adherence
- Occupancy
- Forecast Variance
- Abandonment %
- Queue Management Accuracy
Strong analytical, communication, and problem-solving skills.
Willing to work 100% onsite in Eton Centris, Quezon City.
Willing to work on a shifting schedule.
Available to start ASAP.

Recruitment Process

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

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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