Real-Time Analyst (RTA) Lead

Gratitude Inc

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3 days ago

Real-Time Analyst (RTA) Lead

2-4 Year(s)

Manila (Eastwood quezon city)

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Job Description

Key Skills

Analytical Workforce Management Strong Decision-Making skills Strong Communication Skills (Verbal and Written))

12 candidate(s) have already applied for this Job. Apply now

Hiring – Real-Time Analyst (RTA) Lead

Location: Eton Centris, Quezon City, Philippines
Work Setup: 100% Work from Office
Shift: Shifting Schedule
Vertical: UK Financial Collections
Compensation: Up to 20% hike on last drawn salary + ₱2,400 allowance, based on experience
Joining: ASAP
Openings: 1

Role Overview

We are looking for an experienced RTA Lead with strong contact center workforce management experience to lead real-time operations, monitor performance, and ensure service levels are consistently achieved.

Key Responsibilities

Lead and manage RTA teams in a contact center environment.
Monitor and manage multiple queues and geographies in real time.
Ensure achievement of SLA and operational KPIs.
Monitor schedule adherence, occupancy, forecast variance, and abandonment rates.
Ensure queue management accuracy and take timely corrective actions.
Identify real-time operational issues and coordinate with relevant teams for resolution.
Provide performance updates and escalate risks impacting service levels.

Requirements

Graduate of a Bachelor’s Degree.
2+ years of experience managing RTA teams in a contact center environment.
Experience handling multiple queues and geographies.
Strong knowledge of workforce management and real-time monitoring.
Experience with SLA, schedule adherence, occupancy, forecast variance, and abandonment metrics.
Strong analytical, communication, and decision-making skills.
Willingness to work 100% onsite in Quezon City on a shifting schedule.
Immediate joiners preferred.

Recruitment Process

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

Pre-Screening Questionnaire

Please provide the following details:

Highest Educational Attainment
Years of experience as an RTA Lead in a contact center
Last drawn salary
Expected salary
Are you amenable to working 100% onsite in Quezon City on a shifting schedule?
Can you start immediately?

Questionnaire Link:
https://myglit.com/lateral/cref/6241888ac8

Interested candidates are requested to complete the questionnaire and share their updated CV.

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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