Workforce Management/Real Time Analyst/ Team Leader

EmpireOne; Negros Occidental; On-site; PHP 420,000 - 660,000; Full time

Job summary

EmpireOne is seeking a TOG RTA Team Lead to oversee a small team of Real-Time Analysts and optimize intraday service delivery. You will monitor adherence, manage SLA performance, and adjust staffing on the fly in a fast-paced contact center environment.

The ideal candidate has hands-on WFM/RTA experience, strong Excel skills, and proven leadership potential to coach and mentor staff while coordinating with IT, Operations, and our client.

Qualifications

• Education: High School Diploma or equivalent. (Degree preferred but not required).
• Call Center Experience: Minimum of 2 years in a call center environment.
• WFM/RTA Experience: At least 1 year of dedicated experience as Real-Time Analyst (RTA) or Senior RTA.
• Leadership Potential: Proven experience mentoring new hires or leading small projects.
• Technical Skills: Proficient in Microsoft Excel (pivot tables, basic formulas, data visualization).
• Systems Knowledge: Familiarity with WFM platforms such as Avaya CMS, Aspect eWFM, IEX, Verint.

Responsibilities

• Leadership & Coaching: Supervise, train, and mentor a team of 4–8 Real-Time Analysts (RTAs).
• Real-Time Monitoring: Oversee intraday queue management, SLA, and agent adherence across channels.
• Incident Management: Lead communication and resolution during outages or spikes, coordinating IT, Operations, and Client.
• Reporting & Analysis: Review intraday/weekly data to identify trends and suggest improvements.
• Staffing Optimization: Approve/deny real-time requests based on service level health.

Skills

Leadership

Analytical thinking

Staff management

Communication

Education

High School Diploma or equivalent

Tools

Excel (Pivot tables)

Avaya CMS

Aspect eWFM

IEX

Verint

Job description

EmpireOne

Job Description

Job Summary:

The TOG RTA Team Lead is responsible for overseeing a team of Real-Time Analysts focused on optimizing intraday service delivery. This role ensures the account hits key performance indicators (such as Reported and Abandoned Session targets shown in weekly performance chart by managing agent adherence, adjusting staffing strategies on the fly, and coordinating directly with Operations Leaders to address volume volatility.

The ideal candidate possesses strong analytical skills, leadership potential, and the ability to make data-driven decisions in a fast-paced environment.

Key Responsibilities

• Leadership & Coaching: Supervise, train, and mentor a team of 4–8 Real-Time Analysts (RTAs). Conduct weekly coaching sessions and performance reviews.
• Real-Time Monitoring: Oversee intraday queue management, service levels (SLA), and agent adherence across multiple channels. Ensure immediate action is taken to mitigate service level threats.
• Incident Management: Lead the communication and resolution process during system outages or catastrophic volume spikes, coordinating between IT, Operations, and the Client.
• Reporting & Analysis: Review intraday and weekly performance data (e.g., analyzing fluctuations between Week 16 and Week 17 performance metrics) to identify trends and recommend process improvements to Operations.
• Staffing Optimization: Approve/deny real-time requests for offline activities (training, coaching, meetings) based on service level health.

Realistic and Basic Qualifications

We are looking for practical, proven skills over extensive academic credentials.

Must-Have (Minimum) Qualifications:

• Education: High School Diploma or equivalent. (Degree preferred but not required).
• Call Center Experience: Minimum of 2 years in a call center environment.
• WFM/RTA Experience: At least 1 year of dedicated experience working specifically as a Real-Time Analyst (RTA) or Senior RTA.
• Leadership Potential: Proven experience (either official or in an 'acting' capacity) mentoring new hires or leading small projects.
• Technical Skills: Proficient in Microsoft Excel (specifically regarding pivot tables, basic formulas, and data visualization/charting).
• Systems Knowledge: Familiarity with standard call center WFM platforms (e.g., Avaya CMS, Aspect eWFM, IEX, Verint, or similar queue monitoring tools).

HR Manager EmpireOne