RTA - Real Time Analyst - Clark Site

INFOSYS BPM LIMITED Philippine Branch; Mabalacat; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

HMO

Quarterly bonus

Career development

Night differential

Leaves 24

Job summary

Infosys BPM Limited Philippine Branch in Clark Pampanga is seeking a Senior Associate RTA to support workforce planning and forecasting for our client operations. You will build forecast and staffing models, analyze data, and provide actionable recommendations to improve staffing decisions.

The role requires 3 years of RTA/WFM experience, proficiency with Excel, and the ability to work onsite in Clark Pampanga with shifting schedules. Start ASAP and contribute to the team from day one.

Qualifications

• Bachelor's degree in any field.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus.
• Strong MS Office Tools (Excel in particular).
• Strong initiative, organizational skills and detail orientation.
• Flexible, able to manage multiple tasks and make data-driven decisions.
• Excellent verbal and written communications and client focus.

Responsibilities

• Create forecast and staffing models to ensure staffing aligned with business needs.
• Provide resource planning oversight to one or more business units; act as trusted advisor.
• Communicate trends and data-driven recommendations to business partners.
• Identify upcoming initiatives and changes that affect volumes or staffing.
• Generate volume forecasts for inbound contact center and processing departments; update models.
• Assess staffing drivers versus plan and recommend actions as needed.

Skills

Scheduling

Capacity planning

Forecasting

Reporting

MS Excel

Education

Bachelor's degree in any field

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

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 race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, 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.