Contact Center Capacity & Scheduling Senior Associate

NTT DATA North America; Metro Manila; On-site; PHP 350,000 - 650,000; Full time

Job summary

NTT DATA North America is seeking a Workforce Planner for our contact centers to determine queue personnel needs during times of heavy call volume, provide schedules to maximize performance, and forecast daily contact and technician availability.

You will monitor incoming queues, ensure technicians are available for support, respond to routing and tool outages and other business continuity and recovery events, and analyze queues to allocate resources to meet service level goals.

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

NTT DATA North America is seeking a Workforce Planner for our contact centers to determine queue personnel needs during times of heavy call volume, provide schedules to maximize performance, and forecast daily contact and technician availability.

You will monitor incoming queues, ensure technicians are available for support, respond to routing and tool outages and other business continuity and recovery events, and analyze queues to allocate resources to meet service level goals.