BPO Planning & Scheduling Analyst

NTT DATA, Inc.; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

NTT DATA, Inc. in Philippines is seeking a Real Time Analyst to oversee agent schedules and real-time operations in a fast-paced contact center environment.

You will apply WFM methodologies, monitor adherence and absenteeism, analyze data in Excel/Teams/Outlook, and coordinate with stakeholders to maintain service level targets while optimizing the workforce. The role emphasizes proactive decision-making, strong communication, and collaboration with teams to drive efficiency and performance.

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.

Skills

Real Time Analyst

Data analysis

Team collaboration

Interpersonal skills

Communication skills

Decision making

Tools

MS Excel

MS Teams

Outlook

Job description

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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.