Real-Time WFM & Scheduling Analyst (BPO)

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

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.