RTA specialist - Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On

Quarterly performance bonus

15% Night Differential

24 Leaves Annually

Job summary

TASQ Staffing Solutions in Taguig is seeking a senior RTA specialist to lead forecasting, staffing models, capacity planning, and reporting for the client’s contact center operations. You will translate business needs into analytical plans and partner with leaders to optimize workforce deployment.

Responsibilities include generating volume forecasts for inbound flows, maintaining models with standard and advanced techniques, and advising on changes to staffing drivers to meet service goals.

Qualifications

• Bachelor's degree in any field required.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting required.

Responsibilities

• Forecast and staffing model creation to ensure optimal workforce for the business partner.
• Provide analytical support for business initiatives and market conditions; make data-driven recommendations.
• Maintain forecasting models using standard and advanced statistical techniques; monitor staffing drivers and adjust as needed.

Education

Bachelor's degree graduate, any field.

Tools

Verint

Genesys

IEX

Aspect

MS Excel

Job description

TASQ needs a senior RTA specialist in Taguig.

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 15% Night Differential
• 24 Leaves Annually

Qualifications:

• Bachelor's degree graduate, any field.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Must also be exposed to Scheduling, Capacity planning, Forecasting and Reporting
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus
• Has strong knowledge with MS Office Tools (Excel in particular)
• Strong initiative and follow-through; Strong organizational skills; Detail-oriented.
• Flexibility and ability to follow directions; Able to manage multiple tasks effectively; Good analytical and strong decision-making skills; Client-focused.
• Effective listening, empathy, build rapport, excellent verbal and written communications.
• Highest standards of ethics and integrity.
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC Taguig).
• Able to start ASAP.

Responsibilities:

• Ensure that their business partner's workforce is staffed optimally by creating forecast and staffing models, providing analytical support for business initiatives as well as market conditions and making recommendations supporting business decisions.
• Provides resource planning oversight to one or more divisional business units; Engages as a trusted advisor, anticipating issues and opportunities.
• Builds effective working relationships with business partners; Proactively communicating trends or concerns and makes data-supported recommendations.
• Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing; Determines how changes to the drivers of business activities will ultimately affect staffing needs.
• Generates volume forecasts for clients inbound contact center and/or processing departments; Maintains and updates forecasting models using both standard and advanced statistical techniques.
• Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan; Creates awareness within the business as needed and makes recommendations for any necessary action.