Call Center RTA/WFM

4 days ago

Angeles, Philippines TASQ Staffing Solutions Full time

About the Position: RTA/WFM (Clark) | Onsite

Benefits:

- HMO coverage for the employee and two dependents (from Day 1)

- Quarterly performance bonuses

- Excellent career growth opportunities

- 15% Night Differential

- 24 leave days annually

Qualifications:

- Bachelors degree in any field.

- At least 3 years of experience in RTA/WFM, preferably within BPO or Shared Services environments.

- Experience with scheduling, capacity planning, forecasting, and reporting.

- Familiarity with WFM scheduling tools such as Verint, Genesys, IEX, Aspect, or similar is a plus.

- Strong proficiency in MS Office, especially Excel.

- Demonstrates initiative, strong follow-through, excellent organizational skills, and attention to detail.

- Flexible, able to follow instructions, and capable of managing multiple tasks efficiently.

- Good analytical skills and sound decision-making abilities.

- Client-focused with excellent listening, empathy, rapport-building, and verbal and written communication skills.

- Upholds high standards of ethics and integrity.

- Willing to work in rotating schedules.

- Able to work onsite in Clark, Pampanga.

- Available to start immediately.

Responsibilities:

- Ensure the workforce of business partners is optimally staffed by developing forecast and staffing models, providing analytical support for business initiatives and market conditions, and making recommendations to support business decisions.

- Oversee resource planning for one or more divisional units; act as a trusted advisor by anticipating potential issues and opportunities.

- Build strong relationships with business partners, proactively communicating trends or concerns and offering data-supported recommendations.

- Collaborate with business partners to identify upcoming initiatives or changes affecting volumes or staffing; assess how shifts in business drivers will impact staffing needs.

- Develop volume forecasts for inbound contact center or processing departments; maintain and update models using standard and advanced statistical techniques.

- Continuously evaluate staffing drivers such as volume, handle time, shrinkage, and occupancy against plans; inform the business of any variances and recommend necessary actions.

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