WFM / RTA Specialist - Clark, Pampanga

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