WFM/RTA Specialist
4 weeks ago
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:
Bachelor's 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
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