RTA/WFM Analyst – Onsite Clark | HMO Day 1

TASQ Staffing Solutions; Angeles; Sur place; PHP 540 000 - 720 000; Plein temps

Avantages offerts par ce poste

HMO coverage

Résumé du poste

TASQ Staffing Solutions is seeking an experienced RTA/WFM professional to join our Clark, Pampanga onsite team. You will develop forecast and staffing models for multiple business partners and provide analytic support to guide staffing decisions.

The role requires at least 3 years in RTA/WFM within BPO or Shared Services, strong Excel skills, and the ability to work in rotating schedules. You will build relationships with partners, monitor volumes and occupancy, and deliver data-driven

Qualifications

• Bachelor's degree in any field.
• At least 3 years of RTA/WFM experience, preferably within BPO or Shared Services environments.
• Experience with scheduling, capacity planning, forecasting, and reporting.
• Familiarity with WFM scheduling tools such as Verint, Genesys, IEX, Aspect, or similar is a plus.
• Strong proficiency in MS Office, especially Excel.
• Demonstrates initiative, strong follow-through, excellent organizational skills, and attention to detail.
• Flexible, able to follow instructions, and capable of managing multiple tasks efficiently.
• Good analytical skills and sound decision-making abilities.
• Client-focused with excellent listening, empathy, rapport-building, and verbal and written communication skills.
• Upholds high standards of ethics and integrity.
• Willing to work in rotating schedules.
• Able to work onsite in Clark, Pampanga.
• Available to start immediately.

Responsabilités

• Ensure the workforce of business partners is optimally staffed by developing forecast and staffing models, providing analytical support for business initiatives and market conditions, and making recommendations to support business decisions.
• Oversee resource planning for one or more divisional units; act as a trusted advisor by anticipating potential issues and opportunities.
• Build strong relationships with business partners, proactively communicating trends or concerns and offering data-supported recommendations.
• Collaborate with business partners to identify upcoming initiatives or changes affecting volumes or staffing; assess how shifts in business drivers will impact staffing needs.
• Develop volume forecasts for inbound contact center or processing departments; maintain and update models using standard and advanced statistical techniques.
• Continuously evaluate staffing drivers such as volume, handle time, shrinkage, and occupancy against plans; inform the business of any variances and recommend necessary actions.

Connaissances

RTA/WFM experience

Forecasting

Staffing modeling

MS Excel

Communication skills

Formation

Bachelor's degree

Outils

Verint

Genesys

IEX

Aspect

Description du poste

TASQ Staffing Solutions is seeking an experienced RTA/WFM professional to join our Clark, Pampanga onsite team. You will develop forecast and staffing models for multiple business partners and provide analytic support to guide staffing decisions.

The role requires at least 3 years in RTA/WFM within BPO or Shared Services, strong Excel skills, and the ability to work in rotating schedules. You will build relationships with partners, monitor volumes and occupancy, and deliver data-driven