Real-Time Analytics Lead – UK Shift (Onsite)

Private Advertiser

Quezon City

On-site

PHP 781,000 - 1,116,000

Full time

2 days ago

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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.