Senior Real-Time Analyst — Onsite in Clark (ASAP)

INFOSYS BPM LIMITED Philippine Branch; Mabalacat; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

HMO

Quarterly bonus

Career development

Night differential

Leaves 24

Job summary

Infosys BPM Limited Philippine Branch in Clark Pampanga is seeking a Senior Associate RTA to support workforce planning and forecasting for our client operations. You will build forecast and staffing models, analyze data, and provide actionable recommendations to improve staffing decisions.

The role requires 3 years of RTA/WFM experience, proficiency with Excel, and the ability to work onsite in Clark Pampanga with shifting schedules. Start ASAP and contribute to the team from day one.

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 in particular).
• Strong initiative, organizational skills and detail orientation.
• Flexible, able to manage multiple tasks and make data-driven decisions.
• Excellent verbal and written communications and client focus.

Responsibilities

• Create forecast and staffing models to ensure staffing aligned with business needs.
• Provide resource planning oversight to one or more business units; act as trusted advisor.
• Communicate trends and data-driven recommendations to business partners.
• Identify upcoming initiatives and changes that affect volumes or staffing.
• Generate volume forecasts for inbound contact center and processing departments; update models.
• Assess staffing drivers versus plan and recommend actions as needed.

Skills

Scheduling

Capacity planning

Forecasting

Reporting

MS Excel

Education

Bachelor's degree in any field

Tools

Verint

Genesys

IEX

Aspect

Job description

Infosys BPM Limited Philippine Branch in Clark Pampanga is seeking a Senior Associate RTA to support workforce planning and forecasting for our client operations. You will build forecast and staffing models, analyze data, and provide actionable recommendations to improve staffing decisions.

The role requires 3 years of RTA/WFM experience, proficiency with Excel, and the ability to work onsite in Clark Pampanga with shifting schedules. Start ASAP and contribute to the team from day one.