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Process Specialist

5 days ago

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


About the Job: Process Specialist - MIS/RTA (Clark) | Onsite

Benefits:

  • HMO coverage for the employee and two dependents from Day 1
  • Quarterly performance bonuses
  • Excellent career development opportunities
  • 15% night differential pay
  • 24 days of leave annually

Requirements:

  • Bachelor's degree in any discipline
  • At least 3 years of MIS/RTA experience, preferably within BPO or Shared Services
  • Experience with scheduling, capacity planning, forecasting, and reporting
  • Proficient in using MIS scheduling tools such as PowerBI, VBA, Macros, and Excel
  • Strong knowledge of MS Office applications, with particular expertise in Excel
  • Willing to work in rotating shifts
  • Must be willing to work onsite in Clark
  • Available to start immediately

Responsibilities:

  • Ensure optimal staffing for business partners by developing forecast and staffing models, providing analytical support for business initiatives, and making recommendations based on market conditions and data.
  • Oversee resource planning for one or more business units; act as a trusted advisor by anticipating issues and opportunities.
  • Build effective relationships with business partners by proactively communicating trends, concerns, and data-driven recommendations.
  • Collaborate with partners to identify upcoming projects or changes that may impact volume or staffing needs; analyze how shifts in business drivers will influence staffing requirements.
  • Create volume forecasts for inbound contact center or processing departments, maintaining and updating models with standard and advanced statistical methods.
  • Regularly evaluate staffing drivers such as volume, handle time, shrinkage, and occupancy against plans; inform the business of findings and suggest necessary actions.