RTA Process Specialist - BGC

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On

Outstanding career development

15% Night Differential

24 Leaves Annually

Job summary

INFOSYS BPM LIMITED Philippine Branch is seeking a Real Time Analyst to optimize staffing, forecast volumes, and drive data-driven decisions for client partners. The role emphasizes forecasting, scheduling, and reporting within a fast-paced BPO environment.

The ideal candidate has a 3-year RTA background, strong Excel/Power BI skills, and the ability to work onsite at BGC, Taguig in rotating shifts. Start ASAP is preferred.

Qualifications

• Bachelor's degree in any field.
• 3 years of RTA experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge of MIS Scheduling tools (PowerBI, VBA, Macros, Excel).
• Strong MS Office skills, especially Excel.
• Excellent organizational and analytical abilities; detail-oriented.
• Ability to multitask, follow directions, and work with clients.
• Excellent verbal and written communication; ethical standards.
• Willing to work in shifting schedules and onsite in BGC, Taguig.
• Available to start ASAP.

Responsibilities

• Create forecast and staffing models to optimize partner workforce and support business decisions.
• Provide resource planning oversight to divisions as a trusted advisor.
• Build relationships with partners and communicate trends with data-backed recommendations.
• Identify initiatives that impact volumes or staffing and assess staffing impact.
• Generate volume forecasts for inbound contact center and processing teams.
• Monitor and adjust drivers (volume, handle time, shrinkage, occupancy) against plan.

Skills

Forecasting

Scheduling

Capacity planning

Reporting

Excel

Analytical thinking

Detail-oriented

Client-focused

Strong communication

Education

Bachelor's degree

Tools

PowerBI

VBA

Macros

MS Office

Job description

Are you ready to make an impact? Join as a Real Time Analyst and jumpstart your career!

Qualifications:

• Bachelor's degree graduate, any field.
• 3 years of RTA experience, preferably in BPO/Shared Services.
• Must also be exposed to Scheduling, Capacity planning, Forecasting and Reporting
• Knowledge of using MIS Scheduling tools (PowerBI, VBA, Macros, Excel)
• Has strong knowledge with MS Office Tools (Excel in particular)
• Strong initiative and follow-through; Strong organizational skills; Detail-oriented.
• Flexibility and ability to follow directions; Able to manage multiple tasks effectively; Good analytical and strong decision-making skills; Client-focused.
• Effective listening, empathy, build rapport, excellent verbal and written communications.
• Highest standards of ethics and integrity.
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC, Taguig).
• Able to start ASAP

Responsibilities:

• Ensure that their business partner's workforce is staffed optimally by creating forecast and staffing models, providing analytical support for business initiatives as well as market conditions and making recommendations supporting business decisions.
• Provides resource planning oversight to one or more divisional business units; Engages as a trusted advisor, anticipating issues and opportunities.
• Builds effective working relationships with business partners; Proactively communicate trends or concerns and makes data-supported recommendations.
• Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing; Determines how changes to the drivers of business activities will ultimately affect staffing needs.
• Generates volume forecasts for clients’ inbound contact center and/or processing departments; Maintains and updates forecasting models using both standard and advanced statistical techniques.
• Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan; Creates awareness within the business as needed and makes recommendations for any necessary action.

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Outstanding career development opportunities
• 15% Night Differential
• 24 Leaves Annually

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.”

#Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines