RTA Lead - UK Financial (Centris, QC)

About this role

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.