REAL-TIME ANALYST (RTA) LEAD

Vertical: UK Financial Collections

Work Setup: 100% Onsite | Eton Centris, Quezon City
Shift: Shifting
Start Date: ASAP

Job Overview

We are looking for an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce management operations in a contact center environment. The ideal candidate will have strong experience managing RTA teams, multiple queues, and performance across different geographies while ensuring service levels and workforce metrics are consistently achieved.

Key Responsibilities

• Lead and manage RTA teams supporting contact center operations.

• Monitor and manage multiple queues to ensure optimal staffing and service delivery.

• Track real-time performance and take proactive actions to address operational gaps.

• Drive achievement of key workforce and operational metrics, including:

  • Service Level Agreement (SLA)

  • Schedule Adherence

  • Occupancy

  • Forecast Variance

  • Abandonment Rate

  • Queue Management Accuracy

• Coordinate with Operations, WFM, and other stakeholders to address staffing and queue-related concerns.

• Identify trends, variances, and potential service-level risks and recommend appropriate actions.

• Support effective workforce allocation across multiple queues and geographies.

• Ensure accurate and timely monitoring and reporting of real-time performance.

• Coach and guide RTA team members to improve performance and operational effectiveness.

Qualifications

• Bachelor's degree in any field.

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

• Proven experience managing multiple queues and geographies.

• Strong knowledge of real-time workforce management principles and contact center operations.

• Experience monitoring and managing SLA, schedule adherence, occupancy, forecast variance, abandonment, and queue management.

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder-management skills.

• Ability to make timely, data-driven decisions in a fast-paced environment.

Eligibility

• Must be willing to work 100% onsite at Eton Centris, Quezon City.

• Must be amenable to a shifting schedule.

• Must be available to start ASAP.

• Candidates with relevant RTA/WFM leadership experience in a contact center environment are encouraged to apply.

Interested candidates: Please send your updated CV in PDF format, clearly highlighting relevant RTA, WFM, contact center, queue management, and workforce leadership experience.