RTA/WFM Specialist

4 days ago

Angeles City, Central Luzon, Philippines TASQ Staffing Solutions Full time ₱250,000 - ₱500,000 per year


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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