BPO Planning & Scheduling Analyst

NTT DATA North America; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

NTT DATA North America seeks a Real Time Analyst to oversee real-time scheduling, adherence and absenteeism in a fast-paced contact center. You will adapt skilling strategies throughout the day to maintain service levels and optimize workforce, using Excel, Teams, and Outlook for data analysis and communication.

The role emphasizes proactive decision-making, strong collaboration with stakeholders, and the ability to perform under pressure while ensuring target metrics are met.

Qualifications

• Real Time Analyst role requires a proactive, adaptable individual with strong real-time management skills.
• WFM experience is preferred but not mandatory.
• Familiarity with contact center operational management methodologies is advantageous.
• Proficiency in Excel, Teams and Outlook for data analysis and communication.

Responsibilities

• Oversee agent schedules and shift activities in real-time to manage changes, adherence and absenteeism.
• Continuously update and adapt skilling strategies to meet service level targets.
• Prioritize high-importance items and act promptly and efficiently.
• Utilize or develop experience in WFM or Real-Time Analyst roles, though prior experience is not mandatory.
• Apply knowledge of contact center operational management to enhance efficiency.
• Proficiently use MS Excel, Teams and Outlook for data analysis and communication.
• Foster team collaboration to address operational challenges.
• Demonstrate interpersonal and communication skills with team and stakeholders.
• Operate in a fast-paced, high-stress production environment to ensure smooth operations.
• Be proactive and adaptable with a strong grasp of real-time operational management.
• Make swift, detail-oriented decisions to maintain service levels and optimize workforce.

Skills

Real Time Analyst

WFM

Data analysis

Communication skills

Problem solving

Adaptability

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.

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.