RTA Specialist

Everise Philippines Ltd.; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Everise Philippines Ltd. is seeking a WFM RTA professional to act as the first point of contact for service escalations and to monitor real-time floor activities. The role involves intraday reporting, managing client expectations, and providing performance inputs to WFM leadership.

Ideal candidates have at least 15 months in WFM RTA, strong MS Excel skills, and familiarity with Verint or similar tools. Excellent analytical and communication abilities are essential in a fast-paced, 24/7

Qualifications

• Minimum 15 months of experience in WFM RTA domain.
• Very good proficiency in MS Excel.
• Knowledge of workforce management software; Verint or similar tools a plus.
• Strong analytical and communication skills.

Responsibilities

• Serve as first point of contact for service-related escalations (call routing, outages, unscheduled absences).
• Monitor and document real-time floor activities for adherence to plan and processes.
• Prepare and send Intraday Reports and Productivity Reports.
• Manage client and stakeholder requirements and provide timely inputs to leadership.
• Provide performance analysis to support business decisions and highlight variances.
• Collaborate with other departments to improve performance indicators.

Skills

WFM RTA domain

MS Excel

Real-time analysis

Analytical communication

Tools

Verint

MS Excel

Job description

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.