RTA Lead

The RTA Lead oversees real-time workforce management activities to ensure staffing levels and operational performance remain aligned with business requirements. The role monitors intraday performance, manages staffing deviations, coordinates with Operations and WFM teams, and provides timely recommendations to maintain service level and productivity targets.

Key Responsibilities

• Lead and oversee the RTA team responsible for real-time monitoring.
• Monitor intraday staffing, attendance, adherence, and queue performance.
• Track key metrics such as:
• Service Level
• AHT
• ASA
• Abandonment Rate
• Occupancy
• Adherence
• Shrinkage
• Staffing vs. requirement
• Identify understaffing and overstaffing situations and recommend appropriate actions.
• Monitor agent activities and ensure proper schedule adherence.
• Coordinate with Operations, WFM, Team Leaders, and Management regarding staffing gaps and operational concerns.
• Manage real-time actions such as break/lunch adjustments, OT, VTO, skill movements, and staffing reallocations, based on business requirements.
• Escalate critical staffing or service-level risks in a timely manner.
• Provide intraday updates, performance reports, and operational alerts to stakeholders.
• Analyze trends and identify recurring staffing or performance issues.
• Ensure accurate and timely completion of RTA trackers and reports.
• Coach and mentor RTA analysts and monitor their performance.
• Conduct regular RTA huddles, calibration, and performance reviews.
• Support WFM leadership in forecasting, capacity planning, scheduling, and staffing analysis.
• Develop and improve RTA processes, dashboards, and monitoring tools.
• Handle client or stakeholder requests related to real-time performance and staffing.

Ensure proper documentation of operational decisions, escalations, and action plans.

Mandatory Qualifications:
Educational Requirement**:** Bachelor's Degree
Work Experience:
2+ years managing RTA teams.
Experience managing multiple queues and geographies.
SLA Achievement
Schedule Adherence
Occupancy
Forecast Variance
Abandonment %
Queue Management Accuracy

Pay: Php40,000.00 - Php60,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Life insurance
• On-site parking
• Paid training
• Pay raise

Work Location: In person