RTA Lead — Real-Time WFM & Operations Coach

Our Clients; Quezon City; Sur place; PHP 900 000 - 1 400 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Real-Time Awareness

WFM Metrics

Stakeholder Mgmt

Shift Planning

Coaching

Description du poste

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.