Senior Associate RTA / WFM - Clark, Pampanga

TASQ Staffing Solutions; Angeles; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On

Quarterly performance bonus

15% Night Differential

24 Leaves Annually

Job summary

TASQ Staffing Solutions in Clark, Pampanga is seeking a Senior Associate RTA/WFM to optimize workforce planning for contact centers. You will build forecasts, staffing models, and provide analytics to support business decisions while coordinating with partners.

The role requires shifting schedules, onsite work in Clark, and starting ASAP. Strong knowledge of WFM tools and MS Office is preferred.

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, building rapport, and excellent verbal and written communications.
• Highest standards of ethics and integrity.
• <b>Amenable to working in shifting schedules.</b>
• <b>Amenable to work ONSITE (</b>Clark, Pampanga).</li>
• <b>Able to start ASAP</b>
• <b>IMPORTANT: PLEASE UPDATE YOUR CV TO CLEARLY INDICATE YOUR EXPERIENCE WITH RTA, EXCEL, FORECASTING, SCHEDULING, AND CAPACITY PLANNING, IF ANY.</b>

Responsibilities

• Ensure that their business partner's workforce is staffed optimally by creating forecasts 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 communicates 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 centers 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.

Skills

Forecasting

Scheduling

Capacity planning

Reporting

Excel

WFM tools (Verint)

WFM tools (Genesys)

WFM tools (IEX)

WFM tools (Aspect)

Education

Bachelor's degree

Tools

Verint

Genesys

IEX

Aspect

Job description

About the job Senior Associate RTA / WFM - Clark, Pampanga

Are you ready to make an impact? TASQ is looking for aSenior Associate RTA/WFM!

The pre-screening interview will be done over the phone, so please keep your line open.

• 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, building rapport, and excellent verbal and written communications.
• Highest standards of ethics and integrity.
• Amenable to working in shifting schedules.
• Amenable to work ONSITE (Clark, Pampanga).
• 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 forecasts 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 communicates 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 centers 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.