BPO Capacity & Scheduling Lead

NTT DATA, Inc.; Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

NTT DATA Services in Manila is seeking a BPO Planning & Scheduling Senior Associate to help manage queue staffing during peak call volumes and to schedule contact center resources for optimum performance.

The role forecasts daily agent and technician availability, monitors queues, and ensures coverage for service level goals, responding to routing and outage events as part of 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 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’

Job description

NTT DATA Services in Manila is seeking a BPO Planning & Scheduling Senior Associate to help manage queue staffing during peak call volumes and to schedule contact center resources for optimum performance.

The role forecasts daily agent and technician availability, monitors queues, and ensures coverage for service level goals, responding to routing and outage events as part of business continuity.