RTA Specialist | P50,000 Sign-On-Bonus!

Everise Philippines Ltd.; Molino; On-site; PHP 446,000 - 714,000; Full time

Job summary

Everise Philippines Ltd. is seeking a WFM Analyst (RTA) to act as the first point of contact for service escalations and to monitor real-time floor performance on site in Molino, Cavite. You will generate intraday and productivity reports and coordinate with clients and Ops to optimize schedules.

The role requires 1–2 years in WFM RTA, strong Excel skills, and familiarity with Verint or similar tools, plus excellent analytical and communication abilities.

Qualifications

• 1–2 years' experience in WFM RTA domain.
• Willingness to work in a 24x7 environment.
• Onsite reporting in Molino, Cavite.
• Proficient in MS Excel; experience with Verint or similar WFM tools is a plus.
• Strong analytical and communication skills.
• Ability to analyze performance data in real time.

Responsibilities

• Serve as first point of contact for service-related escalations including call routing and outages.
• Monitor, track, and communicate real-time floor activities per plan.
• Prepare and send Intraday reporting (Hourly, Productivity reports).
• Manage client and stakeholder requirements.
• Provide inputs on trends, demand and scheduling gaps.
• Analyze performance data to support business decisions.
• Collaborate with other departments to improve KPIs.

Skills

MS Excel

Analytical skills

Communication skills

Real-time data analysis

Tools

Verint WFM

Scheduling tools

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 at least 1-2 years' experience in WFM RTA domain. Flexible and willing to work 24*7 environment.

• Amenable to report onsite in Molino, Cavite

• 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 analyze performance data in real time.