RTA Specialist

Everise; Eastern Manila District; Remote; PHP 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Work from home program

Job summary

Everise is seeking a Workforce Management Analyst in the Philippines to support intraday operations and performance reporting. You will monitor real-time floor activities, compare forecasts with actuals, and provide critical inputs to WFM leadership.

A strong MS Excel skillset and experience with Verint or similar WFM tools are essential. This role requires adaptability to a 24/7 environment and collaboration across departments.

Qualifications

• 15+ months experience in WFM RTA domain.
• Flexible and willing to work 24*7 environment.
• Very good proficiency in MS Excel.
• Experience in Scheduling or Reporting is an added advantage.
• Knowledge of Workforce management software.
• Experience on Verint (WFM tool) or any other tool is a plus.
• Strong analytical and communication skills.
• Should know how to analyse performance data in real time.

Responsibilities

• Act as the first point of contact for all service-related escalations (call routing, outages, etc.).
• Monitor, track, document and communicate real time floor activities per plan and process.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports) and manage client & stakeholder requirements.
• Provide inputs 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 examine variances and identify scheduling gaps with solutions.
• Provide performance analysis to support timely business decisions.
• Coordinate with other departments to improve performance indicators.

Skills

MS Excel

Workforce management

Verint

Analytical skills

Communication skills

Tools

Verint WFM

Job description

Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!Roles and ResponsibilitiesWould act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc.Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)Will have to manage client & stakeholder requirements.Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops LeadershipAssist in detailing and documenting performance impacts to WFM leadership.Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them.Provides performance analysis to ensure accurate, timely reporting to support business decisions.Interaction with other departments to improve the performance indicators.Desired Candidate ProfileSomeone with a minimum of 15 months experience in WFM RTA domain. Flexible and willing to work 24*7 environment.Very good proficiency in MS excel. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage.Knowledge of Work force management software. Experience on Verint (WFM tool) or any other tool is a plus.Strong analytical and communication skills.Should know how to analyse performance data in real time.If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.