RTA Lead - UK Financial (Centris, QC)

Tasq • Bachelor's Degree • 19 days ago
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Salary
≈ $19k – $54k per year (Estimated)
Location
In office (Quezon City)
Seniority
Staff
Employment
Full-Time
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Tasq

tasq.work • Manila • Quezon City • Cebu City • Davao City • Zamboanga City • 1001-5000 employees

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting, UK time

Qualifications:

  • Bachelor's Degree
  • 2+ years managing RTA teams.
  • Experience managing multiple queues and geographies.
  • SLA Achievement
  • Schedule Adherence
  • Occupancy
  • Forecast Variance
  • Abandonment %
  • Queue Management Accuracy

Responsibilities:

  • Live Operations Oversight: Track multiple dashboards, service level agreements (SLAs), and queue volumes simultaneously to prevent performance dips.
  • Team Leadership: Supervise, mentor, and coordinate a team of junior and mid-level real-time analysts.
  • Decision-Making and Escalation: Make fast choices regarding overtime requests, capacity gaps, and high-risk SLA situations, escalating major issues to operations managers.
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