BPO Planning & Scheduling Senior Associate

NTT DATA, Inc.; Chennai District; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading technology company is seeking a BPO Planning & Scheduling Senior Associate in Chennai, TN. The role involves managing personnel needs during high call volume periods, providing schedules for optimal contact center performance, and forecasting technician availability. Responsibilities also include monitoring queues to ensure support readiness and addressing outages. Ideal candidates should possess analytical skills to assess and escalate issues affecting business continuity.

Responsibilities

• Determines queue personnel needs during times of heavy call volume.
• Provides schedules for contact centers to ensure maximum performance.
• Forecasts daily contact and technician availability.
• Monitors incoming queues and ensures technicians are available for support.
• Responds to contact center routing and tool outages.
• Monitors queue to determine appropriate resource allocation.
• Analyzes and escalates issues that may impact the business.

Job description

BPO Planning & Scheduling Senior Associate

Location: Chennai, TN, IN

Company: NTT DATA Services

Responsibilities

• Determines queue personnel needs during times of heavy call volume.
• Provides schedules for contact centers to ensure maximum performance.
• Forecasts daily contact and technician availability.
• Monitors incoming queues and ensures technicians are available for support.
• Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events.
• Monitors queue to determine appropriate resource allocation to meet service level goals.
• Analyzes and escalates issues that may impact the business’.