RTA Lead

Our Clients; Quezon City; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Our Clients is seeking an experienced Real-Time Analyst (RTA) Lead to oversee real-time workforce management activities and manage a team of approximately 7 RTAs. The role ensures optimal staffing, queue performance, schedule adherence, and service level achievement across multiple queues and geographies.

The RTA Lead will partner with WFM and Operations to identify risks, drive timely actions, and implement recovery strategies to meet targets.

Qualifications

• 2+ years of experience managing RTA/Real-Time Analyst teams.
• Strong leadership experience within a Work Force Management (WFM) environment.
• Experience in contact center/BPO settings.
• Experience managing multiple queues, programs, geographies.
• Analytical, problem-solving, and decision-making skills.

Responsibilities

• Lead and manage a team of ~7 RTAs with coaching and performance reviews.
• Monitor real-time performance across multiple queues and geographies.
• Ensure SLA attainment and queue performance, with intraday actions as needed.
• Oversee schedule adherence, occupancy, forecast variance, and abandonments.
• Identify risks and escalate service-level issues promptly.
• Collaborate with Operations and WFM Planning on recovery strategies.
• Provide real-time performance updates and actionable recommendations.

Skills

Leadership

Real-Time Awareness

WFM Metrics

Stakeholder Mgmt

Shift Planning

Coaching

Job description

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.