RTA/WFM (BGC, Taguig) - Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading staffing and workforce management firm is looking for a workforce management analyst in Taguig. The candidate should have at least 3 years of experience in RTA/WFM, strong analytical skills, and proficiency in MS Office tools, particularly Excel. Responsibilities include staffing optimization and volume forecasting. This role requires onsite work and offers opportunities for professional growth.

Qualifications

• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Knowledge of using WFM Scheduling tools is a plus.
• Must be amenable to work onsite in BGC Taguig.

Responsibilities

• Ensure optimal staffing of business partner's workforce.
• Provide resource planning oversight to divisional business units.
• Build effective relationships with business partners.
• Generate volume forecasts for inbound contact center.

Skills

RTA/WFM experience

Scheduling

Capacity planning

Forecasting

Reporting

MS Office Tools (Excel)

Analytical skills

Communication skills

Flexibility

Client-focused

Education

Bachelor's degree

Tools

WFM Scheduling tools (Verint, Genesys, IEX, Aspect)

Job description

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
• IMPORTANT: PLEASE UPDATE YOUR CV TO CLEARLY INDICATE YOUR EXPERIENCE WITH RTA, EXCEL, FORECASTING, SCHEDULING, AND CAPACITY PLANNING IF ANY.

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.