RTA/WFM (Clark) | Onsite

TASQ Staffing Solutions; Angeles; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

15% Night Differential

24 Leaves Annually

Job summary

A staffing firm is looking for a Workforce Analyst in Pampanga. The role involves optimizing staffing, creating forecasts, and providing analytical support in a BPO environment. Candidates should have a bachelor's degree and at least 3 years of experience in RTA/WFM. The company offers benefits such as HMO from Day 1, a quarterly performance bonus, and excellent career development opportunities. Flexibility for onsite work in shifting schedules is required.

Qualifications

• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Knowledge with scheduling, capacity planning, forecasting and reporting.
• Flexible to work in shifting schedules.

Responsibilities

• Ensure optimal staffing through forecast and staffing models.
• Provide resource planning oversight to business units.
• Build effective working relationships with business partners.
• Generate volume forecasts for contact center departments.
• Assess staffing drivers versus plan and make recommendations.

Skills

Analytical skills

Verbal communication

Written communication

MS Office Tools (Excel)

Client focus

Decision-making

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 (Clark Pampanga).
• 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.

Benefits

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