BPO Planning & Scheduling Senior Associate

NTT America, Inc.; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

NTT America, Inc. in Manila seeks an operations analyst to forecast queue and staffing needs for the contact center during peak call volume and to provide schedules to maximize performance.

The role involves monitoring queues, forecasting daily contact and technician availability, and ensuring resources are aligned to meet service levels. Additional duties include responding to routing and tool outages and other business continuity events, and escalating issues that may affect operations.

Responsibilities

• Determines queue personnel needs during times of heavy call volume.
• Provides schedules for contact centers to ensure maximum performance.
• Forecasts daily contact and technician availability.
• Monitors incoming queues and ensures technicians are available for support.
• Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events.
• Monitors queue to determine appropriate resource allocation to meet service level goals.
• Analyzes and escalates issues that may impact the business’

Job description

• Determines queue personnel needs during times of heavy call volume.
• Provides schedules for contact centers to ensure maximum performance.
• Forecasts daily contact and technician availability.
• Monitors incoming queues and ensures technicians are available for support.
• Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events.
• Monitors queue to determine appropriate resource allocation to meet service level goals.
• Analyzes and escalates issues that may impact the business’