RTA Lead

2 days ago

Tarlac City, Central Luzon, Philippines beBeeLeader Full time ₱900,000 - ₱1,200,000
Lead - Real Time Analyst

We are seeking an exceptional individual to join our team as a Lead - RTA. This is a critical role that requires strong analytical and problem-solving skills, as well as excellent communication and leadership abilities.

The ideal candidate will have at least one year of work experience in a Call Center, with a proven track record of success in meeting contractual KPIs such as Service Level, Abandonment, % Line Adherence, Handling Capacity, SIR.

Key responsibilities include:

  • Monitoring queues in real-time to identify and call out any risks to meeting contractual KPIs
  • Correlating service level performance with non-adherence at the Consultant level
  • Extending support to floor supervisors for appropriate action on non-adhering Consultants
  • Coordinating offline activities
  • Preparing EOD performance analysis reports
  • Strengthening relationships by following up and ensuring callouts on non-adherence are corrected to make improvements in productivity and performance

Our most successful candidates will have:

  • At least one year of work experience in a Call Center
  • Basic knowledge of MS-Excel
  • Basic understanding of call center KPIs: AHT, Service Level
  • Good verbal and written communication skills
  • Knowledge of Call Center applications such as CMS, Avaya Supervisor, eWFM, IEX is good to have but not required
  • High School Diploma/GED (±11 years)
  • Flexibility to work in a 24/7 environment including but not limited to graveyard shifts weekends holidays and overtime as necessary
  • Demonstrated leadership skills be able to take the lead in making improvements and resolving issues
  • Ability to be proactive in developing trust and professional rapport with employees and team members work as a team player and a team leader
  • Ability to efficiently manage time and keep track of multiple schedules meetings and initiatives

Seniority level:

  • Associate

Employment type:

  • Full-time

Job function:

  • Customer Service

Industries:

  • Telecommunications

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