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Analyst - Billing/Invoicing Lead to cash

HCLTech
On-site Taguig, Philippines
HCLTech has 2,272 other open jobs

Job Summary

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Key Responsibilities

RTA (Real-Time Analyst) / Queue Manager oversees the live operational flow of contact center channels to ensure service level agreements (SLAs) and customer response times are consistently met. Functioning as the traffic controller for real-time operations, they monitor incoming call/ticket volumes, manage agent adherence to schedules, and make immediate staffing adjustments to balance workload spikes. By analyzing volume trends on the fly and partnering with team leads, they mitigate wait times and ensure maximum workforce efficiency throughout the shift. ​

Skill Requirements

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Other Requirements

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Source: the employer's careers page. Last checked 2026-10-22. Posted 2026-10-18.

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