RTA/WFM Specialist (Clark, Pampanga)

TASQ Staffing Solutions; Philippines; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents

Quarterly performance bonus

15% Night Differential

24 Leaves Annually

Job summary

TASQ Staffing Solutions is seeking a skilled RTA/WFM Specialist for onsite work in Clark, Pampanga. You will forecast demand, model staffing needs, and provide analytical support to drive staffing decisions for our business partners.

Ideal candidates have 3 years of RTA/WFM experience in BPO/shared services, strong Excel skills, and the ability to work in shifting schedules with high accuracy and attention to detail.

Qualifications

• Bachelor's degree graduate in any field.
• 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge of WFM Scheduling tools (Verint/Genesys/IEX/Aspect) is a plus.
• Strong MS Office skills, especially Excel; detail-oriented and organized.
• Excellent verbal and written communications; client-focused and ethical.

Responsibilities

• Create forecast and staffing models to ensure optimal workforce for business partners.
• Provide analytical support and monitor market conditions to support decisions.
• Build relationships with partners; communicate trends and recommendations.
• Identify initiatives that impact volumes or staffing and plan adjustments.
• Generate volume forecasts for inbound contact center and processing departments; maintain forecasting models.

Skills

Forecasting

Scheduling

Capacity planning

Reporting

Excel

Analytical thinking

Multi-tasking

Communication skills

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

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

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.