BPO Planning & Scheduling Analyst

NTT America, Inc.; Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

NTT America, Inc. is seeking a Real Time Analyst to monitor real-time operations, manage agent schedules, and drive adherence and service levels in a fast-paced contact center. The role emphasizes data-driven decision making and cross-team collaboration.

The analyst will develop and adjust skilling strategies throughout the day, respond to high-priority issues, and use MS Excel, Teams, and Outlook for reporting and coordination.

Qualifications

• Experience in real-time monitoring and scheduling, preferably in contact centers.
• Strong analytical skills to interpret performance data.
• Excellent communication and collaboration across teams.

Responsibilities

• Oversee agent schedules and shift activities in real-time to manage changes, adherence, and absenteeism.
• Continuously update skilling strategies to meet service level targets.
• Prioritize and action high-importance items promptly and efficiently.
• Apply knowledge of contact center management to enhance efficiency.
• Use MS Excel, Teams, and Outlook for data analysis and communication.
• Foster team collaboration to address operational challenges.
• Interact effectively with team members and stakeholders in a fast-paced environment.
• Make swift, detail-oriented decisions to maintain service levels.

Skills

Real Time Analyst

WFM Experience

Data Analysis

Interpersonal Skills

Communication

Tools

MS Excel

Teams

Outlook

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.