RTA/WFM Specialist - Clark, Pampanga
RTA/WFM Specialist - Clark, Pampanga
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position: RTA/WFM (Clark) Onsite
Benefits:
- HMO coverage for the employee and two dependents starting Day 1
- Quarterly performance bonuses
- Excellent opportunities for career growth
- 15% night differential
- 24 annual leave days
Qualifications:
- Bachelors degree in any field
- At least 3 years of experience in RTA/WFM preferably within BPO or Shared Services environments
- Exposure to Scheduling Capacity Planning Forecasting and Reporting is required
- Experience using WFM scheduling tools such as Verint Genesys IEX Aspect or similar is a plus
- Proficient in MS Office tools especially Excel
- Demonstrates strong initiative organizational skills and attention to detail
- Flexible able to follow instructions and capable of managing multiple tasks effectively
- Good analytical skills and sound decision-making abilities
- Client-focused with excellent listening empathy and rapport-building skills
- Strong verbal and written communication skills
- Upholds the highest standards of ethics and integrity
- Willing to work in shifting schedules
- Able to work onsite in Clark Pampanga
- Available to start immediately
Responsibilities:
- Ensure the workforce of the business partner is optimally staffed by developing forecast and staffing models supporting business initiatives with analytical insights and making strategic recommendations
- Oversee resource planning for one or more business units; act as a trusted advisor by anticipating issues and identifying opportunities
- Develop effective relationships with business partners proactively communicating trends or concerns and providing data-driven recommendations
- Collaborate with business partners to identify upcoming initiatives or changes that could impact volume or staffing; assess how these changes affect staffing needs
- Create volume forecasts for inbound contact center or processing departments; maintain and update forecasting models using standard and advanced statistical methods
- Regularly evaluate staffing drivers such as volume handle time shrinkage and occupancy against plans; inform the business of trends and recommend actions as needed
Employment Type
Full Time
