Remote RTA & WFM Specialist - Real-Time Analytics

Everise; Philippines; On-site; PHP 558,000 - 781,000; Full time

Job summary

Everise in the Philippines is seeking a Workforce Management (WFM) RTA professional to act as the first point of contact for service-related escalations, monitor real-time floor activities, and manage intraday reporting.

The ideal candidate has at least 15 months in WFM RTA, strong MS Excel skills, knowledge of Verint or similar tools, and excellent analytical and communication abilities to support performance decisions.

Qualifications

• Minimum of 15 months experience in WFM RTA domain.
• Willing to work in a 24x7 environment.
• Proficient in MS Excel.
• Experience with scheduling or reporting is an advantage.
• Knowledge of workforce management software such as Verint is a plus.
• Strong analytical and communication skills.
• Ability to analyze real-time performance data.

Responsibilities

• Act as the first point of contact for service-related escalations on issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations.
• Monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client & stakeholder requirements.
• Provide insights on trends and total demand to WFM leadership, Client, and Ops Leadership.
• Detail and document performance impacts to WFM leadership.
• Compare call forecasts with actual results to identify variances and propose scheduling gaps solutions.
• Provide performance analysis to support business decisions.
• Interact with other departments to improve performance indicators.

Skills

WFM RTA domain experience

MS Excel proficiency

Analytical skills

Communication skills

Scheduling and reporting experience

Tools

Verint

Job description

Everise in the Philippines is seeking a Workforce Management (WFM) RTA professional to act as the first point of contact for service-related escalations, monitor real-time floor activities, and manage intraday reporting.

The ideal candidate has at least 15 months in WFM RTA, strong MS Excel skills, knowledge of Verint or similar tools, and excellent analytical and communication abilities to support performance decisions.