RTA - Specialist

Everise Philippines Ltd.; Eastern Manila District; On-site; PHP 335,000 - 580,000; Full time

Job summary

Everise Philippines Ltd. is seeking a Workforce Management RTA specialist to act as the first contact for escalations, monitor real-time floor activities, and manage intraday reports. The role emphasizes analytical reporting, forecasting accuracy, and cross‑department collaboration to optimize service delivery.

Ideal candidates will have 15+ months in WFM RTA, be comfortable in a 24×7 environment, and possess strong MS Excel skills with experience using Verint or similar WFM tools.

Qualifications

• Minimum 15 months experience in WFM RTA domain.
• Flexible and willing to work 24×7 environment.
• Strong analytical and communication skills.

Responsibilities

• Act as the first point of contact for service‑related escalations on the account.
• Monitor, track, document and communicate real time floor activities per plan.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client and stakeholder requirements.
• Provide inputs to WFM leadership on trends and demand.
• Detail and document performance impacts for leadership.
• Compare forecasts with actuals and identify scheduling gaps with solutions.
• Provide performance analysis for timely business decisions.
• Coordinate with other departments to improve KPIs.

Tools

MS Excel

Verint

Workforce management software

Job description

Company Overview

Join 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 Responsibilities

• Would 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 Leadership.


• Assist 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 Profile

• Someone 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.

Everise delivers happiness to millions of customers across the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.

At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.