Workforce RTA - Alabang

Position: WFM RTA (Alabang) | Onsite

Requirements:

• Possess at least a Bachelor's or College Degree
• Minimum of 1 year experience in Workforce Management
• Strong skills in scheduling and real-time management are essential
• Excellent organizational abilities to meet critical deadlines
• Capable of prioritizing tasks effectively in a fast-paced, dynamic environment while maintaining attention to detail
• Flexible and willing to work in shift schedules

Responsibilities:

• Conduct regular volume and performance analysis, proactively communicating potential impacts to the business
• Provide management with reports and planning models to support decision-making processes
• Monitor actual activities against plans and recommend immediate adjustments
• Staff the appropriate number of agents at the right times based on recent and historical capacity data
• Ensure pre-planned activities are scheduled in advance and communicated clearly
• Adjust schedules as needed based on real-time scenarios and coordinate overtime or voluntary time off to ensure optimal staffing levels