RTA Specialist

Everise Philippines Ltd.; Misamis Occidental; On-site; PHP 360,000 - 480,000; Full time

Job summary

Everise Philippines Ltd. is seeking a WFM professional to act as the first contact for service escalations, monitor real-time floor activity, and generate intraday reports. The role requires at least 15 months in WFM RTA, strong Excel skills, and willingness to work a 24/7 schedule.

Candidate should have experience with workforce management software (Verint preferred) and possess strong analytical and communication abilities to support leadership with timely, data-driven decisions.

Qualifications

• Minimum 15 months experience in WFM RTA domain.
• Willing to work in a 24/7 environment.
• Very good proficiency in MS Excel.
• Knowledge of Workforce Management software; Verint experience is a plus.
• Strong analytical and communication skills.
• Ability to analyze performance data in real time.

Responsibilities

• Act as first point of contact for service-related escalations (e.g., call routing, outages).
• Monitor and document real-time floor activities against plan.
• Send intraday reports (Hourly/ Productivity Reports).
• Manage client and stakeholder requirements.
• Provide inputs on trends and total demand to WFM and Ops leadership.
• Detail performance impacts to WFM leadership.
• Compare forecasts with actuals to identify gaps and propose solutions.
• Provide performance analysis to support business decisions.
• Coordinate with other departments to improve KPIs.

Skills

Analytical skills

Communication skills

MS Excel

Tools

MS Excel

Verint WFM

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.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.