RTA Lead

PM Consulting; Quezon City; Sur place; PHP 900 000 - 1 500 000; Plein temps

Résumé du poste

PM Consulting is seeking an experienced Real-Time Analyst (RTA) Lead to oversee intraday workforce management actions and lead a team of about 7 RTAs across multiple queues and geographies.

The role partners with WFM and Operations to identify risks, drive timely actions, and ensure SLA attainment, schedule adherence, and optimal staffing in a fast-paced contact center environment.

Qualifications

• 2+ years of experience managing RTA/Real-Time Analyst teams.
• Strong leadership experience within a Workforce Management (WFM) environment.
• Proven experience managing or supporting teams of RTAs, preferably in a contact center/BPO environment.
• Experience managing multiple queues, programs, and geographies.
• Strong understanding of real-time workforce management principles and contact center metrics.
• Demonstrated experience managing SLA/Service Level Achievement and intraday performance.
• Strong knowledge of Schedule Adherence, Occupancy, Forecast Variance, Abandonment %, and Queue Management Accuracy.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and stakeholder management skills.
• Ability to work effectively in a fast-paced environment and make time-sensitive operational decisions.
• Willingness to work on shifting schedules, weekends, and holidays as required by business operations.

Responsabilités

• Lead and manage a team of approximately 7 RTAs, providing direction, coaching, performance management, and operational support.
• Monitor real-time performance across multiple queues, programs, and geographies.
• Ensure achievement of key WFM and operational targets, particularly SLA/Service Level and queue performance.
• Monitor and manage schedule adherence and take appropriate real-time actions to address staffing gaps.
• Monitor occupancy, forecast variance, and abandonment rates and identify potential risks to operational performance.
• Manage real-time staffing adjustments, including intraday movement, skill allocation, breaks, and queue prioritization.
• Ensure queue management accuracy and proper allocation of available resources based on business requirements.
• Identify and escalation service-level risks, staffing issues, and operational exceptions in a timely manner.
• Collaborate closely with Operations, WFM Planning, and other stakeholders to implement real-time recovery strategies.
• Analyze intraday performance trends and provide recommendations to improve efficiency and service delivery.
• Conduct regular team huddles, coaching sessions, and performance reviews for RTAs.
• Ensure consistent execution of RTA processes, policies, and WFM guidelines across supported accounts and geographies.
• Prepare and communicate real-time performance updates, operational alerts, and escalation reports.
• Support continuous improvement initiatives focused on staffing optimization, queue management, and WFM effectiveness.

Connaissances

RTA management

Leadership

WFM

Contact center metrics

Intraday performance

Stakeholder management

Description du poste

We are looking for an experienced and results-driven Real-Time Analyst (RTA) Lead to oversee real-time workforce management activities and lead a team of approximately 7 RTA professionals. The role will be responsible for ensuring optimal staffing, queue performance, schedule adherence, and service level achievement across multiple queues and geographies. The RTA Lead will partner closely with WFM and Operations teams to identify risks, manage intraday performance, and drive timely actions to meet operational targets.

Key Responsibilities

• Lead and manage a team of approximately 7 RTAs, providing direction, coaching, performance management, and operational support.
• Monitor real-time performance across multiple queues, programs, and geographies.
• Ensure achievement of key WFM and operational targets, particularly SLA/Service Level and queue performance.
• Monitor and manage schedule adherence and take appropriate real-time actions to address staffing gaps.
• Monitor occupancy, forecast variance, and abandonment rates and identify potential risks to operational performance.
• Manage real-time staffing adjustments, including intraday movement, skill allocation, breaks, and queue prioritization.
• Ensure queue management accuracy and proper allocation of available resources based on business requirements.
• Identify and escalation service-level risks, staffing issues, and operational exceptions in a timely manner.
• Collaborate closely with Operations, WFM Planning, and other stakeholders to implement real-time recovery strategies.
• Analyze intraday performance trends and provide recommendations to improve efficiency and service delivery.
• Conduct regular team huddles, coaching sessions, and performance reviews for RTAs.
• Ensure consistent execution of RTA processes, policies, and WFM guidelines across supported accounts and geographies.
• Prepare and communicate real-time performance updates, operational alerts, and escalation reports.
• Support continuous improvement initiatives focused on staffing optimization, queue management, and WFM effectiveness.

Qualifications

• 2+ years of experience managing RTA/Real-Time Analyst teams.
• Strong leadership experience within a Workforce Management (WFM) environment.
• Proven experience managing or supporting teams of RTAs, preferably in a contact center/BPO environment.
• Experience managing multiple queues, programs, and geographies.
• Strong understanding of real-time workforce management principles and contact center metrics.
• Demonstrated experience managing SLA/Service Level Achievement and intraday performance.
• Strong knowledge of Schedule Adherence, Occupancy, Forecast Variance, Abandonment %, and Queue Management Accuracy.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and stakeholder management skills.
• Ability to work effectively in a fast-paced environment and make time-sensitive operational decisions.
• Willingness to work on shifting schedules, weekends, and holidays as required by business operations.