RTA/WFM Specialist

2 days ago

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


About the job RTA/WFM (Clark) | Onsite

Benefits:

  • HMO for Employee and 2 Dependents (On Day 1)
  • Quarterly performance bonus
  • Outstanding career development opportunities
  • 15% Night Differential
  • 24 Leaves Annually

Qualifications:

  • Bachelor's degree graduate, any field.
  • 3 years of RTA/WFM experience, preferably in BPO/Shared Services.
  • Must also be exposed to Scheduling, Capacity planning, Forecasting and Reporting
  • Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus
  • Has strong knowledge with MS Office Tools (Excel in particular)
  • Strong initiative and follow-through; Strong organizational skills; Detail-oriented.
  • Flexibility and ability to follow directions; Able to manage multiple tasks effectively; Good analytical and strong decision-making skills; Client-focused.
  • Effective listening, empathy, build rapport, excellent verbal and written communications.
  • Highest standards of ethics and integrity.
  • Amenable to work in shifting schedules.
  • Amenable to work ONSITE (Clark Pampanga).
  • Able to start ASAP

Responsibilities:

  • Ensure that their business partner's workforce is staffed optimally by creating forecast and staffing models, providing analytical support for business initiatives as well as market conditions and making recommendations supporting business decisions.
  • Provides resource planning oversight to one or more divisional business units; Engages as a trusted advisor, anticipating issues and opportunities.
  • Builds effective working relationships with business partners; Proactively communicating trends or concerns and makes data-supported recommendations.
  • Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing; Determines how changes to the drivers of business activities will ultimately affect staffing needs.
  • Generates volume forecasts for clients inbound contact center and/or processing departments; Maintains and updates forecasting models using both standard and advanced statistical techniques.
  • Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan; Creates awareness within the business as needed and makes recommendations for any necessary action.

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