Process Specialist - MIS/RTA

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.