RTA - Process Specialist - Clark

Infosys BPM Philippines; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO for employee & 2 dependents

Quarterly performance bonus

Career development opportunities

Night differential 15%

24 leaves annually

Job summary

Infosys is seeking a Senior Associate RTA to be based onsite in Clark Pampanga. The role focuses on forecasting and staffing the workforce, with responsibilities spanning analytics, capacity planning, and reports. You will partner with clients to ensure optimal staffing and data-driven decisions.

The ideal candidate has 3+ years RTA/WFM experience, strong Excel skills, and the ability to work in shifting schedules. Start ASAP is preferred and CV should clearly show RTA/forecasting experience.

Qualifications

• Bachelor's degree in any field.
• Minimum 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge of WFM scheduling tools is a plus: Verint, Genesys, IEX, Aspect.
• Strong MS Excel skills and data analysis capability.
• Excellent communication, organization, and multitasking abilities.
• Willing to work in shifting schedules and onsite at Clark Pampanga.
• Start ASAP and update CV to highlight RTA, forecasting and scheduling experience.

Responsibilities

• Create forecast and staffing models to staff partner workforces efficiently.
• Provide analytical support and advise on business initiatives and market trends.
• Maintain relationships with business partners and communicate trends and concerns.
• Identify initiatives affecting volumes or staffing and model impacts.
• Generate volume forecasts for inbound contact centers and processing units.
• Monitor drivers (volume, handle time, shrinkage, occupancy) vs. plan and advise actions.

Skills

RTA/WFM experience

Forecasting

Scheduling

Capacity planning

Analytical skills

MS Excel

Client-focused

Attention to detail

Communication

Education

Bachelor's degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Senior Associate RTA – Clark Pampanga

Are you ready to make an impact Join as a Senior Associate RTA and jumpstart your career!

Qualifications

• Bachelor's degree graduate, any field.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Must also be exposed to Scheduling, Capacity planning, Forecasting and Reporting
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus
• 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 (Clark Pampanga).
• Able to start ASAP
• IMPORTANT: PLEASE UPDATE YOUR CV TO CLEARLY INDICATE YOUR EXPERIENCE WITH RTA, EXCEL, FORECASTING, SCHEDULING, AND CAPACITY PLANNING IF ANY.

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 communicating 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 client's 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)
• Quarterly performance bonus
• 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 age, 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.