Real-Time WFM Planner for BPO Scheduling

NTT DATA North America; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

NTT DATA North America is seeking a Real Time Analyst to oversee agent schedules in real-time and adapt skilling strategies to meet service level targets. You will collaborate with the team to maintain performance under pressure and use MS Excel, Teams, and Outlook to analyze data and communicate insights.

In this fast-paced contact center environment, you will apply operational management methodologies, prioritize high-importance items, and make swift, detail-oriented decisions to optimize the

Qualifications

• Experience in real-time operations or WFM is a plus.
• Strong data analysis skills and attention to detail.

Responsibilities

• Oversee agent schedules and shift activities in real-time.
• Continuously update skilling strategies to meet service level targets.
• Prioritize high-importance items and act promptly.
• Utilize MS Excel, Teams, and Outlook for data analysis and communication.
• Foster team collaboration to address operational challenges.
• Operate in a fast-paced production environment, maintaining smooth operations.

Job description

NTT DATA North America is seeking a Real Time Analyst to oversee agent schedules in real-time and adapt skilling strategies to meet service level targets. You will collaborate with the team to maintain performance under pressure and use MS Excel, Teams, and Outlook to analyze data and communicate insights.

In this fast-paced contact center environment, you will apply operational management methodologies, prioritize high-importance items, and make swift, detail-oriented decisions to optimize the