Real-Time Workforce Lead, Collections Operations

Gratitude Philippines

Quezon City

On-site

PHP 600,000 - 900,000

Full time

4 days ago

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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.