Real Time Analyst Lead

UK FINANCIAL COLLECTIONS – RTA LEAD

Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Account: UK Financial Collections
Employment Type: Full-Time
Shift: Shifting Schedule / UK Time
Hiring Process: Virtual
Start Date: ASAP

💰 COMPENSATION & BENEFITS

• Up to 20% salary increase from last drawn salary, depending on experience
• ₱2,400 allowance, depending on experience
• Competitive compensation package
• Additional benefits may be provided based on company policy

📌 JOB SUMMARY

We are looking for an experienced Real-Time Analyst (RTA) Lead to oversee and manage real-time workforce operations for a UK Financial Collections account.

The successful candidate will be responsible for ensuring optimal staffing, queue performance, schedule adherence, and service level achievement across multiple teams, queues, and geographies.

🔑 KEY RESPONSIBILITIES

• Lead and manage RTA teams supporting multiple queues and geographies.

• Monitor real-time performance and workforce metrics to ensure operational targets are met.

• Manage and optimize staffing levels based on volume, productivity, and business requirements.

• Identify and address real-time staffing gaps, service level risks, and operational issues.

• Coordinate with Operations, Workforce Management, and other stakeholders to resolve performance concerns.

• Monitor and drive improvements in:

  • SLA Achievement
  • Schedule Adherence
  • Occupancy
  • Forecast Variance
  • Abandonment Rate
  • Queue Management Accuracy

• Provide timely updates and recommendations to leadership regarding real-time operational performance.

• Ensure accurate and effective queue management across multiple locations/geographies.

• Analyze trends and operational data to support workforce planning and decision-making.

✅ QUALIFICATIONS

• At least High School Graduate
• 2+ years of experience managing RTA teams
• RTA Lead experience is required
• Proven experience managing multiple queues and geographies
• Strong understanding of workforce management and real-time operations
• Hands-on experience with SLA, schedule adherence, occupancy, forecast variance, abandonment, and queue management metrics
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management skills
• Willing to work 100% onsite in Eton Centris, Quezon City
• Willing to work on shifting schedules aligned with UK time
• Available to start ASAP

🚀 WHY JOIN US?

If you're an experienced RTA Lead looking for a career move with a competitive salary package and the opportunity to handle a dynamic international account, this could be the right opportunity for you.