Real-Time Analyst (RTA) Lead

Gratitude Philippines; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Gratitude Philippines seeks a skilled leader to manage real-time workforce operations for a UK Financial Collections account. You will oversee RTA teams across multiple queues and geographies, monitor real-time performance, and ensure effective staffing and queue management.

You will drive SLA achievement, schedule adherence, occupancy, forecast variance, abandonment percentage, and queue management accuracy, coordinating with Operations and Workforce Management to address staffing needs and

Responsibilities

• Lead and manage real-time workforce operations for a UK Financial Collections account.
• Oversee RTA teams across multiple queues and geographies; monitor real-time performance and staffing.

Job description

Lead and manage real-time workforce operations for a UK Financial Collections account. Oversee RTA teams across multiple queues and geographies, monitor real-time performance, and ensure effective staffing and queue management. Drive SLA achievement, schedule adherence, occupancy, forecast variance, abandonment percentage, and queue management accuracy.

Coordinate with Operations and Workforce Management teams to address staffing requirements, analyze performance trends, and provide timely operational updates.