BPO Planning And Scheduling Analyst

NTT DATA North America; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

NTT DATA North America is seeking a Real Time Analyst to oversee agent schedules and real-time shift activities within a fast-paced contact center environment. You will monitor adherence, manage changes, and focus on achieving service levels while supporting collaborative problem solving.

Applicants should be comfortable using MS Excel, Teams, and Outlook for data analysis and communication, and be ready to apply WFM concepts. Prior experience is not mandatory, but a proactive mindset helps.

Qualifications

• Experience in WFM or Real-Time Analyst roles preferred, not mandatory.
• Strong data analysis and communication skills.
• Ability to work in a fast-paced, high-stress environment.

Responsibilities

• Oversee agent schedules and real-time shift activities.
• Monitor adherence, changes, and absenteeism in real time.
• Update skilling strategies to meet service level targets.
• Prioritize high-importance issues and take prompt action.
• Collaborate with team and stakeholders to address challenges.

Skills

Real-time operations

Team collaboration

Interpersonal communication

Tools

MS Excel

Teams

Outlook

Job description

Job Description:

Roles & Responsibilities:

Oversee agent schedules and shift activities in real-time to effectively manage ongoing changes, agent adherence, and absenteeism.

Continuously update and adapt skilling strategies throughout the day to ensure service level targets are consistently achieved.

Prioritize and action high-importance items promptly and efficiently.

Utilize or develop experience in WFM or Real-Time Analyst roles, although prior experience is not mandatory.

Apply in-depth knowledge of contact center operational management methodologies and principles to enhance overall efficiency.

Proficiently use various computer software programs such as MS Excel, Teams, and Outlook for data analysis and communication purposes.

Employ a creative problem-solving approach and actively foster team collaboration to address operational challenges.

Demonstrate excellent interpersonal and communication skills to interact effectively within the team and with stakeholders.

Operate comfortably in a fast-paced, high-stress production environment, ensuring smooth operations even under pressure.

The Real Time Analyst role requires a proactive, adaptable individual with a strong grasp of real-time operational management within a contact center environment.

The position demands swift decision-making abilities and a keen eye for detail to maintain service level targets while optimizing the workforce.

Requirements: