RTA Supervisor

TL;DR

RTA Supervisor (Workforce Management): Lead Real-Time Management team in contact center operations, ensuring SLA delivery across channels with an accent on team development, operational oversight, and stakeholder collaboration. Focus on validating real-time monitoring, making intraday decisions during peaks, leading escalations, and driving process improvements through data analysis.

Onsite in Mandaluyong City, Manila, Philippines. Work on-site required. Can work weekends and flexible hours. Travel ready with passport and US visa is a plus.

Company

Global fintech providing secure, simple money transfer services to customers worldwide since 2011.

What you will do

• Manage and mentor Real-Time Analysts team, delivering coaching and training on decision-making and operational resilience.
• Oversee real-time monitoring, validate reporting, and make intraday intervention decisions during service risks or peaks.
• Lead stand-ups, huddles, and command channels with global leaders and operations to align on KPIs, risks, and action plans.
• Partner cross-functionally with operations, capacity planning, and other teams for WFM strategy alignment.
• Produce real-time reporting, conduct root-cause analysis, and refine playbooks for continuous improvement.

Requirements

• Bachelor’s degree in Business Management, Mathematics, Statistics, Operations, or related field.
• 3+ years contact center WFM experience, including 2+ years in leadership or mentoring.
• Strong knowledge of WFM disciplines: forecasting, capacity planning, scheduling, real-time management.
• Proficiency with WFM systems (Assembled, IEX, Calabrio, Verint) and tools like Excel, SQL preferred.
• Exceptional communication, problem-solving under pressure, and flexibility for global multi-shift operations.

Culture & Benefits

• Work at intersection of technology, trust, and transformation with passionate global team of 2,800+.
• Focus on meaningful impact, reimagining financial services, and building inclusive environment.
• Support for global operations with flexible hours and opportunities for development.