Real-Time Operations Lead, Contact Center

Gratitude Philippines; Cebu City; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Gratitude Philippines seeks an experienced RTA Lead to manage real-time workforce activities for a UK Financial Collections process in a contact center. You will lead RTA teams, monitor multiple queues and geographies, and drive SLA performance.

The role requires strong real-time management, schedule adherence, queue accuracy, and data-driven decision making. You will collaborate with operations and WFM teams to address intraday staffing and performance insights.

Qualifications

• Bachelor's degree required.
• 2+ years of experience managing RTA teams in a contact center.
• Experience managing multiple queues and geographies.
• Strong understanding of SLA achievement, schedule adherence, occupancy, forecast variance, abandonment percentage, and queue management accuracy.
• Proven analytical and problem-solving skills.
• Ability to make timely decisions in a real-time operational environment.
• Strong communication and stakeholder management skills.
• Ability to work effectively in a shifting schedule.

Responsibilities

• Lead and manage RTA teams supporting a contact center environment.
• Monitor and manage multiple queues and geographies in real time.
• Track and support achievement of Service Level Agreements (SLAs).
• Monitor schedule adherence and take appropriate action on deviations.
• Monitor occupancy and workforce utilization.
• Track forecast variance and identify staffing gaps or overages.
• Monitor abandonment percentage and identify potential service-level risks.
• Ensure accuracy of queue management activities.
• Analyze real-time performance data and coordinate corrective actions when required.
• Work closely with operations and workforce management teams to address intraday staffing requirements.
• Escalate service-level and staffing concerns to relevant stakeholders.
• Support effective resource utilization and operational performance.
• Provide real-time updates and insights to management.
• Maintain accurate workforce and performance information.
• Ensure adherence to established processes and operational requirements.

Skills

RTA management

Queue management

SLA monitoring

Schedule adherence

Forecast variance

Data analysis

Decision making

Stakeholder management

Communication

Shift flexibility

Education

Bachelor's degree

Job description

Gratitude Philippines seeks an experienced RTA Lead to manage real-time workforce activities for a UK Financial Collections process in a contact center. You will lead RTA teams, monitor multiple queues and geographies, and drive SLA performance.

The role requires strong real-time management, schedule adherence, queue accuracy, and data-driven decision making. You will collaborate with operations and WFM teams to address intraday staffing and performance insights.