RTA Lead

Private Advertiser; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Private Advertiser is seeking an experienced RTA/WFM Team Lead in the Philippines to monitor real-time performance and lead a multi-queue workforce. You will drive SLA adherence, manage AHT and occupancy, and coordinate with operations, IT, and clients during outages or staffing shortages.

The ideal candidate has 2+ years in RTA/WFM leadership, advanced Excel skills, and deep knowledge of contact center metrics, with strong communication under pressure to deliver rapid improvements.

Qualifications

• 2+ years of experience in managing RTA teams, plus domain experience (e.g., mortgage originations).
• Advanced Microsoft Excel proficiency and familiarity with real-time management and WFM tools.
• Deep understanding of contact center metrics like SLA, ASA, Occupancy and AHT.
• Strong stakeholder communication and the ability to make fast decisions under pressure.

Responsibilities

• Real-Time Monitoring: Track SLAs, AHT, occupancy, and call volume trends.
• Team Management: Supervise a team of RTA/WFM analysts across queues/geographies.
• Stakeholder Communication: Coordinate with operations managers, IT, and clients during outages.

Skills

RTA/WFM management

Stakeholder communication

Decision making under pressure

SLA/ASA/AHT knowledge

Tools

Microsoft Excel

WFM tools

Real-time monitoring tools

Job description

Key Responsibilities

• Real-Time Monitoring: Track service level agreements (SLAs), average handle time (AHT), occupancy, and call volume trends.

• Team Management: Supervise a team of RTA/WFM analysts across multiple queues or geographies.

• Stakeholder Communication: Coordinate with operations managers, IT, and clients during outages or staffing shortages.

Key Qualifications

• At least 2+ years of experience in managing RTA teams, plus specific domain experience (such as 3–5 years in mortgage originations for certain accounts).

• Advanced Microsoft Excel proficiency and familiarity with real-time management and workforce management (WFM) tools.

• Deep understanding of contact center metrics like Service Level Agreement (SLA), Average Speed of Answer (ASA), Occupancy, and Average Handle Time (AHT).

• Strong stakeholder communication and the ability to make fast decisions under pressure.