BPO Planning And Scheduling Analyst

NTT DATA North America; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

NTT DATA North America is seeking a Real Time Analyst to oversee agent schedules in real-time and adapt skilling strategies to meet service level targets. You will collaborate with the team to maintain performance under pressure and use MS Excel, Teams, and Outlook to analyze data and communicate insights.

In this fast-paced contact center environment, you will apply operational management methodologies, prioritize high-importance items, and make swift, detail-oriented decisions to optimize the

Qualifications

• Experience in real-time operations or WFM is a plus.
• Strong data analysis skills and attention to detail.

Responsibilities

• Oversee agent schedules and shift activities in real-time.
• Continuously update skilling strategies to meet service level targets.
• Prioritize high-importance items and act promptly.
• Utilize MS Excel, Teams, and Outlook for data analysis and communication.
• Foster team collaboration to address operational challenges.
• Operate in a fast-paced production environment, maintaining smooth operations.

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: