RTA/WFM Specialist - Clark, Pampanga

TASQ Staffing Solutions; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On 

Job summary

TASQ Staffing Solutions is seeking an RTA/WFM Specialist for our Clark, Pampanga office to optimize workforce capacity and forecasting for inbound contact center operations. You will develop staffing models, forecast volumes, and provide data-driven guidance to business partners.

The role requires strong Excel skills, experience with scheduling and WFM tools, and the ability to work onsite with shifting schedules. Immediate start is preferred and confidentiality is ensured.

Qualifications

• Bachelor's degree in any field.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus.
• Strong MS Office Tools (Excel) skills.
• Strong initiative, organizational skills, attention to detail.
• Ability to manage multiple tasks, analytical and decision-making skills; client-focused.
• Excellent listening and communication skills; ethics and integrity.

Responsibilities

• Create forecast and staffing models to ensure workforce is staffed optimally.
• Provide analytical support and act as trusted advisor to business units.
• Communicate trends and data-driven recommendations to partners.
• Identify changes to business models impacting volumes and staffing.
• Generate volume forecasts for inbound contact center and processing departments; maintain forecasting models.
• Monitor staffing drivers (volume, handle time, shrinkage, occupancy) and advise actions.
• HMO for employee and 2 dependents on Day 1; quarterly performance bonus.

Skills

Scheduling

Capacity planning

Forecasting

Reporting

MS Excel

Analytical thinking

Communication

Client-focused

Education

Bachelor's degree

Tools

Verint

Genesys

IEX

Aspect

Job description

About the job RTA/WFM Specialist - Clark, Pampanga

About the job RTA/WFM (Clark) | Onsite

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.
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus