Real-Time Analytics Lead (Onsite) – Quezon City

Gratitude Philippines; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Real-Time Analyst Lead to oversee UK Financial Collections in Quezon City. This 100% onsite role requires handling shifting schedules and leading RTA teams across multiple queues and geographies.

The ideal candidate will demonstrate strong SLA achievement, occupancy and forecast variance management, and strict adherence to schedules to ensure top performance. Immediate start preferred with a competitive compensation package.

Qualifications

• Bachelor's degree required.
• 2+ years managing RTA teams in a contact center.
• Experience managing multiple queues and geographies.
• SLA achievement is required.
• Strong schedule adherence.
• Maintain occupancy and forecast variance metrics.
• Monitor abandonments percentage.
• Queue management accuracy.

Skills

RTA Lead

Contact Center

Queue Management

SLA Achievement

Schedule Adherence

Occupancy

Forecast Variance

Abandonment Rate

Queue Management Accuracy

Education

Bachelor's Degree

Job description

Gratitude Philippines is seeking an experienced Real-Time Analyst Lead to oversee UK Financial Collections in Quezon City. This 100% onsite role requires handling shifting schedules and leading RTA teams across multiple queues and geographies.

The ideal candidate will demonstrate strong SLA achievement, occupancy and forecast variance management, and strict adherence to schedules to ensure top performance. Immediate start preferred with a competitive compensation package.