RTA & Scheduler (Shift Manager)

1 day ago

Pasay, National Capital Region, Philippines 963e6238-200e-4fc3-babd-e7d9f77c4058 Full time ₱420,000 - ₱480,000 per year

Job Title: RTA / Scheduler – Shift Manager (Onsite)

Employment Type: Full-Time

Location: Onsite (BPO/Virtual Operations Center)

About the Role

We are seeking an experienced RTA/Scheduler – Shift Manager to oversee workforce planning, staffing allocation, schedule creation, and volume management for BPO and virtual manpower teams. This role ensures optimal coverage, service level attainment, and efficient manpower deployment across shifts.

Key Responsibilities

  • Create, manage, and optimize schedules across multiple campaigns and onsite teams
  • Monitor real-time adherence, staffing levels, and workload distribution
  • Provide shift-level oversight and decision-making for volume spikes or staffing shortages
  • Analyze queue performance and implement adjustments to meet SLAs
  • Coordinate with Operations, Recruitment, and Training for staffing forecasts and hiring needs
  • Prepare daily/weekly/monthly reports on staffing, volume trends, schedule efficiency, and adherence
  • Recommend process improvements to enhance workforce efficiency
  • Manage shift escalations, urgent schedule changes, and real-time adjustments
  • Maintain accurate workforce tools, trackers, and scheduling systems

Qualifications

  • Minimum 1–3 years experience in Workforce Management, RTA, Scheduling, or Shift Management in a BPO or call center environment
  • Strong understanding of staffing models, scheduling strategies, and volume forecasting
  • Proficiency with WFM tools (e.g., Verint, Genesys, NICE, Tableau, Excel, Google Sheets)
  • Strong analytical and data interpretation skills
  • Excellent communication, decision-making, and leadership skills
  • Highly organized, detail-oriented, and able to manage multiple queues and teams onsite

Onsite Work Requirements

  • Ability to report to the office regularly according to shift schedule
  • Comfortable managing and supervising teams in a physical office environment
  • Capable of handling fast-paced BPO operations and shift escalations

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Benefits:

  • Paid training

Work Location: In person

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