REAL-TIME ANALYST (RTA) LEAD

Gratitude Philippines; Philippines; On-site; PHP 759,000 - 1,004,000; Full time

Job summary

Gratitude Philippines is seeking a Real-Time Analyst (RTA) Lead for 100% onsite work at Eton Centris, Quezon City. The role involves guiding an RTA team and managing multiple queues and geographies to meet performance targets.

Start ASAP. Bachelor’s degree required with 2+ years in RTA team leadership within a contact center. Salary offers up to a hike plus ₱2,400 allowance, onsite setup.

Qualifications

• Bachelor’s degree required.
• 2+ years leading RTA teams in a contact center.
• Experience handling multiple queues and geographies.
• Strong knowledge of SLA, adherence, occupancy, forecast variance, abandonment, and queue accuracy.

Skills

RTA team management

Contact center operations

Queue management

SLA adherence

Forecast variance

Occupancy

Abandonment %

Education

Bachelor’s Degree

Job description

HIRING: REAL-TIME ANALYST (RTA) LEAD

Location:Eton Centris, Quezon City
Work Setup:100% Onsite
Schedule:Shifting
Salary:Up to 20% hike from last drawn salary + ₱2,400 allowance
Start Date:ASAP
Headcount:1

Requirements

• Bachelor’s Degree graduate
• 2+ years of experience managing RTA teams in a contact center environment
• Experience handling multiple queues and geographies
• Strong knowledge of:
  • SLA Achievement
  • Schedule Adherence
  • Occupancy
  • Forecast Variance
  • Abandonment %
  • Queue Management Accuracy

Recruitment Process

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

Pre-Screening Questions

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