RTA Lead - UK Financial (Centris, QC)

TASQ; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

TASQ is seeking a Live Real-Time Analyst Lead to oversee live operations onsite in Centris, QC, with a shifting schedule aligned to UK time. The role requires supervising a team of RTA professionals, ensuring SLA adherence, and optimizing queue performance across multiple geographies.

The successful candidate will monitor dashboards, manage capacity, and escalate critical issues to operations managers. Bachelor's degree and 2+ years of RTA leadership are required.

Qualifications

• Bachelor's Degree required.
• 2+ years managing RTA teams.
• Experience managing multiple queues and geographies.
• Demonstrated SLA achievement.
• Ability to maintain schedule adherence.
• Monitor occupancy and forecast variance.
• Track abandonment percentage.
• Ensure queue management accuracy.

Responsibilities

• Live Operations Oversight: monitor dashboards, SLAs, and queue volumes to prevent dips.
• Team Leadership: supervise and mentor junior and mid-level real-time analysts.
• Decision-Making and Escalation: make fast capacity decisions and escalate major issues to operations managers.

Skills

RTA management

Queue management

SLA achievement

Schedule adherence

Forecast variance

Occupancy

Abandonment %

Team leadership

Education

Bachelor's Degree

Job description

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting, UK time

Qualifications:

• Bachelor's Degree
• 2+ years managing RTA teams.
• Experience managing multiple queues and geographies.
• SLA Achievement
• Schedule Adherence
• Occupancy
• Forecast Variance
• Abandonment %
• Queue Management Accuracy

Responsibilities:

• Live Operations Oversight: Track multiple dashboards, service level agreements (SLAs), and queue volumes simultaneously to prevent performance dips.
• Team Leadership: Supervise, mentor, and coordinate a team of junior and mid-level real-time analysts.
• Decision-Making and Escalation: Make fast choices regarding overtime requests, capacity gaps, and high-risk SLA situations, escalating major issues to operations managers.