Real-Time Analyst (RTA) Lead – UK Financial Collections
Gratitude IncReal-Time Analyst (RTA) Lead – UK Financial Collections
Job Description
Key Skills
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WORK SETUP: 100% Onsite – Eton Centris, Quezon City
WORK SHIFT: Shifting
SALARY: Up to 20% hike from last drawn salary + ₱2,400 allowance (depending on experience)
START DATE: ASAP
Role Overview
We are seeking a Real-Time Analyst (RTA) Lead to oversee real-time workforce management operations for a UK Financial Collections vertical. You will manage RTA teams, ensure SLA achievement, optimize occupancy and schedule adherence, and drive operational excellence across multiple queues and geographies.
Key Responsibilities
Lead and manage RTA teams in a contact center environment
Monitor and manage multiple queues and geographies to ensure optimal staffing and service levels
Drive SLA achievement, schedule adherence, and occupancy targets
Track and analyze forecast variance, abandonment %, and queue management accuracy
Generate and distribute real-time performance reports to stakeholders
Coordinate with operations teams to address schedule deviations and real-time issues
Identify and escalate potential risks to service delivery
Continuously improve processes to optimize operational efficiency
Qualifications
Graduate of a Bachelor's Degree – required
2+ years managing RTA teams in a contact center environment – required
Experience managing multiple queues and geographies – required
Strong knowledge of:
SLA Achievement
Schedule Adherence
Occupancy
Forecast Variance
Abandonment %
Queue Management Accuracy
Strong analytical and problem-solving skills
Excellent communication and stakeholder management skills
Willing to work 100% onsite in Quezon City with a shifting schedule
Can start immediately
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
Role
Forecast Analyst
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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