Senior RTA & WFM Specialist — Onsite Clark

Infosys BPM Philippines; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO for employee & 2 dependents

Quarterly performance bonus

Career development opportunities

Night differential 15%

24 leaves annually

Job summary

Infosys is seeking a Senior Associate RTA to be based onsite in Clark Pampanga. The role focuses on forecasting and staffing the workforce, with responsibilities spanning analytics, capacity planning, and reports. You will partner with clients to ensure optimal staffing and data-driven decisions.

The ideal candidate has 3+ years RTA/WFM experience, strong Excel skills, and the ability to work in shifting schedules. Start ASAP is preferred and CV should clearly show RTA/forecasting experience.

Qualifications

• Bachelor's degree in any field.
• Minimum 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge of WFM scheduling tools is a plus: Verint, Genesys, IEX, Aspect.
• Strong MS Excel skills and data analysis capability.
• Excellent communication, organization, and multitasking abilities.
• Willing to work in shifting schedules and onsite at Clark Pampanga.
• Start ASAP and update CV to highlight RTA, forecasting and scheduling experience.

Responsibilities

• Create forecast and staffing models to staff partner workforces efficiently.
• Provide analytical support and advise on business initiatives and market trends.
• Maintain relationships with business partners and communicate trends and concerns.
• Identify initiatives affecting volumes or staffing and model impacts.
• Generate volume forecasts for inbound contact centers and processing units.
• Monitor drivers (volume, handle time, shrinkage, occupancy) vs. plan and advise actions.

Skills

RTA/WFM experience

Forecasting

Scheduling

Capacity planning

Analytical skills

MS Excel

Client-focused

Attention to detail

Communication

Education

Bachelor's degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Infosys is seeking a Senior Associate RTA to be based onsite in Clark Pampanga. The role focuses on forecasting and staffing the workforce, with responsibilities spanning analytics, capacity planning, and reports. You will partner with clients to ensure optimal staffing and data-driven decisions.

The ideal candidate has 3+ years RTA/WFM experience, strong Excel skills, and the ability to work in shifting schedules. Start ASAP is preferred and CV should clearly show RTA/forecasting experience.