Real-Time Team Lead – WFM & Intraday Analytics

EmpireOne; Negros Occidental; On-site; PHP 420,000 - 660,000; Full time

Job summary

EmpireOne is seeking a TOG RTA Team Lead to oversee a small team of Real-Time Analysts and optimize intraday service delivery. You will monitor adherence, manage SLA performance, and adjust staffing on the fly in a fast-paced contact center environment.

The ideal candidate has hands-on WFM/RTA experience, strong Excel skills, and proven leadership potential to coach and mentor staff while coordinating with IT, Operations, and our client.

Qualifications

• Education: High School Diploma or equivalent. (Degree preferred but not required).
• Call Center Experience: Minimum of 2 years in a call center environment.
• WFM/RTA Experience: At least 1 year of dedicated experience as Real-Time Analyst (RTA) or Senior RTA.
• Leadership Potential: Proven experience mentoring new hires or leading small projects.
• Technical Skills: Proficient in Microsoft Excel (pivot tables, basic formulas, data visualization).
• Systems Knowledge: Familiarity with WFM platforms such as Avaya CMS, Aspect eWFM, IEX, Verint.

Responsibilities

• Leadership & Coaching: Supervise, train, and mentor a team of 4–8 Real-Time Analysts (RTAs).
• Real-Time Monitoring: Oversee intraday queue management, SLA, and agent adherence across channels.
• Incident Management: Lead communication and resolution during outages or spikes, coordinating IT, Operations, and Client.
• Reporting & Analysis: Review intraday/weekly data to identify trends and suggest improvements.
• Staffing Optimization: Approve/deny real-time requests based on service level health.

Skills

Leadership

Analytical thinking

Staff management

Communication

Education

High School Diploma or equivalent

Tools

Excel (Pivot tables)

Avaya CMS

Aspect eWFM

IEX

Verint

Job description

EmpireOne is seeking a TOG RTA Team Lead to oversee a small team of Real-Time Analysts and optimize intraday service delivery. You will monitor adherence, manage SLA performance, and adjust staffing on the fly in a fast-paced contact center environment.

The ideal candidate has hands-on WFM/RTA experience, strong Excel skills, and proven leadership potential to coach and mentor staff while coordinating with IT, Operations, and our client.