RTA Lead_UK Financial Collections

Stafflink Express; Quezon City; On-site; PHP 5,025,000 - 6,281,000; Full time

Job summary

Stafflink Express is seeking an experienced Real-Time Analyst Lead to oversee RTA teams within a UK financial collections contact center environment. The role focuses on optimizing real-time performance, staffing, and queue management to meet stringent SLAs.

You will monitor occupancy, forecast variance, and ensure adherence across geographies. This is a hands-on leadership position requiring strong analytical, communication, and cross-functional collaboration skills.

Qualifications

• Bachelor's degree required.
• 2+ years leading RTA teams in a contact center.
• Experience managing multiple queues and geographies.

Responsibilities

• Manage multiple queues and geographies across centers.
• Drive SLA achievement and service level compliance.
• Monitor schedule adherence and occupancy.
• Forecast variance and staffing optimization.

Skills

RTA management

Contact center leadership

Forecasting

SLA management

Queue management

Education

Bachelor's degree

Job description

About the role

Real-Time Analyst (RTA) Lead role in UK Financial Collections, responsible for managing RTA teams in a contact center environment.

Key responsibilities

• Managing multiple queues and geographies
• SLA Achievement
• Schedule Adherence
• Occupancy
• Forecast Variance
• Abandonment %
• Queue Management Accuracy

About you

• Graduate of a Bachelor's Degree
• 2+ years managing RTA teams in a contact center environment
• Experience managing multiple queues and geographies