RTA Lead - UK Financial (Centris, QC)

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.