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Private Advertiser
RTA Lead
1 month ago
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Important information
Contract type:
Permanent
Salary:
₱480,000 – ₱720,000 / year
Location:
Quezon City, Metro Manila, Philippines
Work mode:
Onsite
Published on:
15 September 2026
What they need
Key Responsibilities
- Real-Time Monitoring: Track service level agreements (SLAs), average handle time (AHT), occupancy, and call volume trends.
- Team Management: Supervise a team of RTA/WFM analysts across multiple queues or geographies.
- Stakeholder Communication: Coordinate with operations managers, IT, and clients during outages or staffing shortages.
Key Qualifications
- At least 2+ years of experience in managing RTA teams, plus specific domain experience (such as 3–5 years in mortgage originations for certain accounts).
- Advanced Microsoft Excel proficiency and familiarity with real-time management and workforce management (WFM) tools.
- Deep understanding of contact center metrics like Service Level Agreement (SLA), Average Speed of Answer (ASA), Occupancy, and Average Handle Time (AHT).
- Strong stakeholder communication and the ability to make fast decisions under pressure.
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