About the Role

We are looking for an experienced Real-Time Analyst (RTA) Lead to manage real-time workforce activities for a UK Financial Collections process in a contact center environment.

The role will focus on managing RTA teams, monitoring multiple queues and geographies, and driving performance against key workforce and service-level metrics. The successful candidate should have strong experience in real-time management, schedule adherence, queue management, and SLA performance.

Key Responsibilities

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

• Monitor and manage multiple queues and geographies in real time.

• Track and support achievement of Service Level Agreements (SLAs).

• Monitor schedule adherence and take appropriate action on deviations.

• Monitor occupancy and workforce utilization.

• Track forecast variance and identify staffing gaps or overages.

• Monitor abandonment percentage and identify potential service-level risks.

• Ensure accuracy of queue management activities.

• Analyze real-time performance data and coordinate corrective actions when required.

• Work closely with operations and workforce management teams to address intraday staffing requirements.

• Escalate service-level and staffing concerns to relevant stakeholders.

• Support effective resource utilization and operational performance.

• Provide real-time updates and insights to management.

• Maintain accurate workforce and performance information.

• Ensure adherence to established processes and operational requirements.

Qualifications & Skills

• Bachelor's Degree graduate.

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

• Experience managing multiple queues and geographies.

• Strong understanding of:

  • SLA Achievement

  • Schedule Adherence

  • Occupancy

  • Forecast Variance

  • Abandonment %

  • Queue Management Accuracy

• Strong analytical and problem-solving skills.

• Ability to make timely decisions in a real-time operational environment.

• Strong communication and stakeholder management skills.

• Ability to work effectively in a shifting schedule.

Work Setup

• Work Mode: 100% Onsite

• Location: Eton Centris, Quezon City

• Shift: Shifting

• Start Date: ASAP

• Headcount: 1

• Process: UK Financial Collections