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Workforce RTA
4 weeks ago
Position: WFM RTA (Alabang) | Onsite
Requirements:
- Possess at least a Bachelor's or College Degree
- Minimum of 1 year experience in Workforce Management
- Strong skills in scheduling and real-time management are essential
- Excellent organizational abilities to meet critical deadlines
- Capable of prioritizing tasks effectively in a fast-paced, dynamic environment while maintaining attention to detail
- Flexible and willing to work in shift schedules
Responsibilities:
- Conduct regular volume and performance analysis, proactively communicating potential impacts to the business
- Provide management with reports and planning models to support decision-making processes
- Monitor actual activities against plans and recommend immediate adjustments
- Staff the appropriate number of agents at the right times based on recent and historical capacity data
- Ensure pre-planned activities are scheduled in advance and communicated clearly
- Adjust schedules as needed based on real-time scenarios and coordinate overtime or voluntary time off to ensure optimal staffing levels
