Real-Time Analyst Lead — Onsite Multi-Queue Operations Leader

Gratitude Philippines; Manila; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Gratitude Philippines seeks an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce management for a UK Financial Collections account. The role requires leading RTA teams in a contact center or BPO environment, monitoring multiple queues and geographies, and driving performance against key metrics.

You will manage intraday staffing, ensure SLA achievement, and provide coaching and insights across operations.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 2 years experience managing RTA teams in a contact center or BPO.
• Proven experience leading RTA teams across multiple queues and geographies.
• Strong real-time monitoring, queue management, and intraday performance skills.

Responsibilities

• Lead and manage real-time analysts supporting contact center operations.
• Monitor real-time performance across multiple queues, teams, and geographies.
• Ensure staffing levels and resource allocation based on real-time needs.
• Monitor service levels and address gaps proactively.
• Drive performance on SLA achievement, schedule adherence, occupancy, and more.
• Provide guidance and coaching to RTA team members.
• Escalate significant issues to stakeholders.
• Prepare real-time performance updates and insights.
• Support continuous improvement initiatives to enhance workforce efficiency.

Skills

SLA Achievement

Schedule Adherence

Occupancy Management

Forecast Variance Analysis

Abandonment Rate Management

Queue Management

Real-Time Monitoring

Intraday Workforce Management

Contact Center Operations

Staffing and Resource Management

Performance Analysis

Education

Bachelor's Degree

Job description

Gratitude Philippines seeks an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce management for a UK Financial Collections account. The role requires leading RTA teams in a contact center or BPO environment, monitoring multiple queues and geographies, and driving performance against key metrics.

You will manage intraday staffing, ensure SLA achievement, and provide coaching and insights across operations.