RTA - Specialist (Temp)

Everise; Philippines; On-site; PHP 558,000 - 781,000; Full time

Job summary

Everise in the Philippines is seeking a Workforce Management (WFM) RTA professional to act as the first point of contact for service-related escalations, monitor real-time floor activities, and manage intraday reporting.

The ideal candidate has at least 15 months in WFM RTA, strong MS Excel skills, knowledge of Verint or similar tools, and excellent analytical and communication abilities to support performance decisions.

Qualifications

• Minimum of 15 months experience in WFM RTA domain.
• Willing to work in a 24x7 environment.
• Proficient in MS Excel.
• Experience with scheduling or reporting is an advantage.
• Knowledge of workforce management software such as Verint is a plus.
• Strong analytical and communication skills.
• Ability to analyze real-time performance data.

Responsibilities

• Act as the first point of contact for service-related escalations on issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations.
• Monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client & stakeholder requirements.
• Provide insights on trends and total demand to WFM leadership, Client, and Ops Leadership.
• Detail and document performance impacts to WFM leadership.
• Compare call forecasts with actual results to identify variances and propose scheduling gaps solutions.
• Provide performance analysis to support business decisions.
• Interact with other departments to improve performance indicators.

Skills

WFM RTA domain experience

MS Excel proficiency

Analytical skills

Communication skills

Scheduling and reporting experience

Tools

Verint

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.