RTA - Process Specialist - Clark

infosys bpm philippines; Philippines; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents

Quarterly performance bonus

15% Night Differential

24 Leaves Annually

Job summary

Join Infosys BPM Philippines as a Senior Associate RTA to make an impact in workforce management. This role requires a Bachelor's degree and three years of experience in RTA/WFM, preferably in BPO/Shared Services. You'll ensure optimal staffing, create forecasting models, and build strong relationships with business partners.

Benefits include HMO for employees and dependents, a quarterly performance bonus, night differential, and 24 annual leaves. Be part of a diverse and inclusive workplace.

Qualifications

• Bachelor's degree graduate in any field.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, and Forecasting.

Responsibilities

• Ensure optimal staffing by creating forecasting models.
• Provide resource planning oversight and suggestions.
• Build effective working relationships with business partners.

Skills

RTA/WFM experience

MS Office (Excel)

Scheduling and Forecasting

Analytical skills

Decision-making skills

Communication skills

Education

Bachelor's degree

Tools

WFM Scheduling tools (Verint, Genesys, etc.)

Job description

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.

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
• 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.