Real Time Analyst Lead

Private Advertiser; Quezon City; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

UK Financial Collections seeks an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce operations for a UK account. You will ensure staffing, queue performance, schedule adherence, and service level achievement across multiple teams and geographies.

The role requires leading RTA teams, monitoring performance metrics, optimizing staffing, addressing real-time issues, and collaborating with Operations, Workforce Management and stakeholders to drive SLA achievement and queue

Qualifications

• At least High School Graduate.
• 2+ years of experience managing RTA teams.
• RTA Lead experience required.
• Experience managing multiple queues and geographies.
• Strong understanding of workforce management, SLA, and real-time metrics.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and manage RTA teams supporting multiple queues and geographies.
• Monitor real-time performance and workforce metrics to ensure targets are met.
• Manage staffing levels based on volume, productivity, and business needs.
• Identify and address real-time staffing gaps, service level risks, and issues.
• Coordinate with Operations, Workforce Management, and stakeholders to resolve concerns.
• Drive improvements in SLA achievement, schedule adherence, occupancy, and queue management.

Skills

RTA leadership

Real-time operations

Workforce management

Analytical skills

Stakeholder management

Education

High School Diploma

Job description

UK FINANCIAL COLLECTIONS – RTA LEAD

Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Account: UK Financial Collections
Employment Type: Full-Time
Shift: Shifting Schedule / UK Time
Hiring Process: Virtual
Start Date: ASAP

COMPENSATION & BENEFITS

• Up to 20% salary increase from last drawn salary, depending on experience

• ₱2,400 allowance, depending on experience

• Competitive compensation package

• Additional benefits may be provided based on company policy

JOB SUMMARY

We are looking for an experienced Real-Time Analyst (RTA) Lead to oversee and manage real-time workforce operations for a UK Financial Collections account.

The successful candidate will be responsible for ensuring optimal staffing, queue performance, schedule adherence, and service level achievement across multiple teams, queues, and geographies.

KEY RESPONSIBILITIES

• Lead and manage RTA teams supporting multiple queues and geographies.

• Monitor real-time performance and workforce metrics to ensure operational targets are met.

• Manage and optimize staffing levels based on volume, productivity, and business requirements.

• Identify and address real-time staffing gaps, service level risks, and operational issues.

• Coordinate with Operations, Workforce Management, and other stakeholders to resolve performance concerns.

• Monitor and drive improvements in:

  • SLA Achievement

  • Schedule Adherence

  • Occupancy

  • Forecast Variance

  • Abandonment Rate

  • Queue Management Accuracy

• Provide timely updates and recommendations to leadership regarding real-time operational performance.

• Ensure accurate and effective queue management across multiple locations/geographies.

• Analyze trends and operational data to support workforce planning and decision-making.

QUALIFICATIONS

• At least High School Graduate

• 2+ years of experience managing RTA teams

• RTA Lead experience is required

• Proven experience managing multiple queues and geographies

• Strong understanding of workforce management and real-time operations

• Hands-on experience with SLA, schedule adherence, occupancy, forecast variance, abandonment, and queue management metrics

• Strong analytical, problem-solving, and decision-making skills

• Excellent communication and stakeholder management skills

• Willing to work 100% onsite in Eton Centris, Quezon City

• Willing to work on shifting schedules aligned with UK time

• Available to start ASAP

WHY JOIN US?

If you're an experienced RTA Lead looking for a career move with a competitive salary package and the opportunity to handle a dynamic international account, this could be the right opportunity for you.