RTA / WFM

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