Process Specialist - MIS/RTA (Clark)

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.