Job Title: Real-Time Analyst (RTA) Lead

Job Description : 

We are looking for an experienced Real-Time Analyst (RTA) Lead to manage real-time operations and lead RTA teams within a contact center environment supporting UK Financial Collections. The ideal candidate will have strong workforce management expertise and the ability to monitor service levels, manage multiple queues, and maintain operational efficiency across different geographies.

Experience: 2-6yrs

Location: Eton Centris, Quezon City, Philippines

Work Setup:  Onsite

Work Shift: Shifting

Required Skills : 

1. Real-Time Analysis (RTA) and Team Management

2. Contact Center Workforce Management

3. SLA Achievement and Schedule Adherence

4. Queue Management and Multi-Queue Monitoring

5. Occupancy, Forecast Variance and Abandonment Rate Analysis

Key Responsibilities :

• Lead and manage RTA teams in a contact center environment.

• Monitor real-time performance across multiple queues and geographies.

• Ensure service-level agreements (SLAs) and schedule adherence targets are achieved.

• Track occupancy, forecast variance, abandonment rates, and queue management accuracy.

• Identify operational gaps and take corrective action to maintain service levels.

• Coordinate with operations and workforce management teams to address real-time staffing and performance issues.

Qualifications : 

• Bachelor's degree in any discipline.

• Experience managing multiple queues and geographies.

• Strong understanding of SLA achievement, schedule adherence, occupancy, forecast variance, abandonment percentage, and queue management accuracy.

• Willingness to work onsite in Quezon City on a shifting schedule.