Rta / Wfm

24 hours ago

Angeles City, Central Luzon, Philippines TASQ Staffing Solutions Full time


Location: Clark, Pampanga (Onsite)

Employment Type: Full-Time

Start Date: ASAP

About the Role:

We are seeking an experienced RTA / WFM to join our team in Clark, Pampanga. This role requires a data-driven individual with a strong background in workforce management, including scheduling, forecasting, capacity planning, and reporting. The ideal candidate must be comfortable working onsite and in a fast-paced, shifting-schedule environment.

Key Responsibilities:

  • Create accurate forecast and staffing models to ensure optimal workforce management.

  • Monitor and analyze staffing levels, scheduling trends, and operational KPIs to identify variances and recommend solutions.

  • Support business initiatives with data-driven analysis and actionable insights.

  • Partner closely with operational leaders and stakeholders to understand and plan for upcoming changes or initiatives impacting staffing and workload.

  • Generate volume forecasts for inbound contact centers and processing teams using advanced statistical techniques.

  • Maintain and refine forecasting and reporting models, ensuring alignment with business needs and service level targets.

  • Monitor key WFM metrics such as handle time, volume, shrinkage, and occupancy, and raise flags or suggest actions when trends deviate from targets.

  • Utilize tools such as Power BI, Excel (VBA, Macros), and other scheduling software to generate reports and automate processes.

Qualifications:

  • Bachelor's degree in any field

  • Minimum of 3 years experience in WFM/RTA, preferably in a BPO or Shared Services environment

  • Proven experience with scheduling, capacity planning, forecasting, and reporting

  • Proficient in MS Excel (advanced functions, VBA, Macros); exposure to Power BI and other WFM tools is a strong advantage

  • Excellent analytical, communication, and organizational skills

  • Willing to work in shifting schedules

  • Must be amenable to work onsite in Clark, Pampanga

  • Must be available to start immediately

What We Offer:

  • HMO coverage for employee and 2 dependents starting Day 1

  • Quarterly performance bonuses

  • Outstanding career development and growth opportunities

  • 15% night differential

  • 24 paid leaves annually


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