RTA / WFM

TASQ Staffing Solutions; Angeles; On-site; PHP 60,000 - 90,000; Full time

Benefits offered by this job

HMO coverage for employee and 2 depend

Quarterly performance bonuses

Outstanding career development

Job summary

TASQ Staffing Solutions is seeking an experienced RTA/WFM professional to join our Clark, Pampanga team onsite. You will develop forecast and staffing models, monitor KPIs, and provide data-driven insights to optimize scheduling, capacity planning, and reporting.

You'll work with leaders to plan for upcoming changes, generate volume forecasts for contact centers, and maintain forecasting and reporting models using Power BI and advanced Excel.

Qualifications

• Bachelor's degree in any field.
• 3+ years in WFM/RTA, preferably in a BPO or Shared Services.
• Experience with scheduling, capacity planning, forecasting, and reporting.
• Proficient in MS Excel (advanced functions, VBA, Macros); Power BI is a strong advantage.

Responsibilities

• Create forecast and staffing models to optimize workforce management.
• Monitor staffing levels, scheduling trends, and operational KPIs.
• Support business initiatives with data-driven analysis and insights.
• Plan for upcoming changes affecting staffing and workload with stakeholders.
• Generate volume forecasts for inbound contact centers and processing teams.
• Maintain forecasting and reporting models aligned with SLAs.
• Monitor handle time, volume, shrinkage, and occupancy; flag variances.
• Use Power BI, Excel, and scheduling software to generate reports and automate tasks.

Skills

Forecasting

Scheduling

Capacity planning

Reporting

Analytical skills

Education

Bachelor's degree in any field

Tools

Power BI

MS Excel

VBA

Macros

Job description

About the Role:

We are seeking an experienced RTA / WFM to join our team in Clark, Pampanga. This role requires a data-driven individual with a strong background in workforce management, including scheduling, forecasting, capacity planning, and reporting. The ideal candidate must be comfortable working onsite and in a fast-paced, shifting-schedule environment.

Key Responsibilities:

Create accurate forecast and staffing models to ensure optimal workforce management.

Monitor and analyze staffing levels, scheduling trends, and operational KPIs to identify variances and recommend solutions.

Support business initiatives with data-driven analysis and actionable insights.

Partner closely with operational leaders and stakeholders to understand and plan for upcoming changes or initiatives impacting staffing and workload.

Generate volume forecasts for inbound contact centers and processing teams using advanced statistical techniques.

Maintain and refine forecasting and reporting models, ensuring alignment with business needs and service level targets.

Monitor key WFM metrics such as handle time, volume, shrinkage, and occupancy, and raise flags or suggest actions when trends deviate from targets.

Utilize tools such as Power BI, Excel (VBA, Macros), and other scheduling software to generate reports and automate processes.

Qualifications:

Bachelor's degree in any field

Minimum of 3 years experience in WFM/RTA, preferably in a BPO or Shared Services environment

Proven experience with scheduling, capacity planning, forecasting, and reporting

Proficient in MS Excel (advanced functions, VBA, Macros); exposure to Power BI and other WFM tools is a strong advantage

Excellent analytical, communication, and organizational skills

Willing to work in shifting schedules

Must be amenable to work onsite in Clark, Pampanga

Must be available to start immediately

What We Offer:

HMO coverage for employee and 2 dependents starting Day 1

Quarterly performance bonuses

Outstanding career development and growth opportunities