WFM/RTA Process Specialist - BGC

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On

Quarterly performance bonus

Outstanding career development opportu

15% Night Differential

24 Leaves Annually

Job summary

INFOSYS BPM LIMITED Philippine Branch in Taguig is seeking a Senior Associate Workforce / Realtime Analyst (WFM/RTA) to join the BGC team. You will develop forecast and staffing models, support capacity planning, and deliver data-driven recommendations to optimize workforce performance.

The role requires a Bachelor's degree, 3 years in WFM, and hands-on experience with scheduling, forecasting, and reporting; proficiency in Excel is essential. Onsite position with shifting schedules; ASAP start.

Qualifications

• Bachelor's degree graduate, any field.
• 3 years of WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge with WFM Scheduling tools is a plus.
• Strong Excel and MS Office skills.
• High level of organization, attention to detail, and ability to handle multiple tasks.
• Strong communication, ethics, and willingness to work onsite in BGC TAGUIG.

Responsibilities

• Create forecast and staffing models to staff business partner teams.
• Provide analytical support for initiatives, market conditions, and staffing decisions.
• Build relationships with partners and communicate trends with data-driven recommendations.
• Identify initiatives affecting volumes or staffing and evaluate drivers of business activities.
• Generate volume forecasts for inbound contact center/processing departments and update models using standard and advanced methods.
• Assess staffing drivers versus plan and advise on necessary actions.

Skills

WFM

Forecasting

Scheduling

Capacity planning

Reporting

Excel

Analytical thinking

Communication

Education

Bachelor's degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Senior Associate Workforce / Realtime Analyst (WFM / RTA) – BGC TAGUIG

Are you ready to make an impact? Join as a Workforce Management Senior Associate and jumpstart your career!

Qualifications:

• Bachelor's degree graduate, any field.
• 3 years of 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 (BGC TAGUIG).
• 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 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 client’s 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.

Benefits:

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

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

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