Workforce Management Specialist or RTA

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 391,000 - 725,000; Full time

Benefits offered by this job

Quarterly Performance Bonus

24 Leaves annually

Competitive HMO and Life Insurance for

employee and 2 eligible dependents

Job summary

INFOSYS BPM LIMITED Philippine Branch seeks a RTA or MIS Analyst for campaigns in BGC. This role is fully onsite at Bonifacio Global City and reports to the Workforce/Operations team.

You will coordinate with operations, MIS and real-time analysts to plan staffing, improve forecasts and reports, and provide client-sizing estimates per the Global Solutions Design team. The ideal candidate has COPC knowledge and 3 years of call center experience as a Workforce Analyst, with strong communication

Qualifications

• Knowledge of Workforce Management principles and COPC calculations.
• 3 years of call center experience as a Workforce Analyst or equivalent.
• Strong communication skills and professional conduct.

Responsibilities

• Coordinate with operations, MIS and Real time analysts on a weekly schedule plan.
• Continuous improvement of forecasts, schedules and reports.
• Coordinate with workforce leads on highlights and opportunities for engagement.
• Provide sizing estimates for new or existing clients per Global Solutions Design.
• Align global workforce processes to engagements handled and monitored.
• Able to work independently and complete assigned special projects.

Skills

Workforce management

COPC knowledge

Communication skills

Analytical thinking

Job description

Are you ready to make an impact? We are hiring for a RTA or MIS Analyst for our campaigns in BGC.

Key Responsibilities:

• Responsible with coordinating with operations, MIS and Real time analysts on a weekly basis on schedule plan from net staffing reports, leave allocations, overtime and off phone time requests.
• Responsible for continuous improvement of forecasts, schedules and reports.
• Coordinates with workforce leads on highlights, lowlights, opportunities and help needed for workforce for engagement handled.
• Provides sizing estimates for new or existing clients based on requirements provided by Global Solutions Design team.
• Aligns global workforce processes to engagements handled and monitored.
• Able to work independently and complete assigned special projects.

Key Requirements:

• Working knowledge and technical understanding of Workforce Management principles and calculations (COPC).
• 3 year call center experience working as a Workforce Analyst or its equivalent.
• Interface effectively and professionally with all levels of management both internally and externally.
• Excellent Oral and Written communication skills and must demonstrate professionalism and integrity at all times.
• Must be able to adapt drastically to schedule changes to meet operational demands.
• Must be willing to work independently with minimal supervision and be assigned in BGC, full onsite.

Why Infosys BPM Philippines:

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great place to work certified.

“ 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, pregnancy, 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. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”