BPO Planning & Scheduling Senior Associate

NTT DATA, Inc.; Manila, Hinoba-an; On-site; PHP 50,000 - 80,000; Full time

Job summary

NTT DATA Services in Manila, Philippines, invites applications for a BPO Planning & Scheduling Senior Associate. The role focuses on forecasting daily contact center and technician availability, and developing schedules to maximize performance.

The successful candidate will monitor queues, allocate resources to meet service levels, respond to outages, and escalate issues impacting operations. Strong analytical and communication skills are required for this fast-paced, data-driven environment.

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

BPO Planning & Scheduling Senior Associate

Date: Sep 3, 2026

Location: Manila, QUE, PH

Company: NTT DATA Services

• 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’