Senior BPO Workforce Planner & Scheduling

NTT DATA, Inc.; Metro Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

NTT DATA, Inc. is seeking a specialist to manage queue planning for its contact centers in the Philippines. You will determine staffing needs during peak call volume and craft schedules to maximize performance.

Key duties include forecasting daily contact and technician availability, monitoring queues, and ensuring coverage. You will respond to routing issues and outages, supporting business continuity and service levels.

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 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, Inc. is seeking a specialist to manage queue planning for its contact centers in the Philippines. You will determine staffing needs during peak call volume and craft schedules to maximize performance.

Key duties include forecasting daily contact and technician availability, monitoring queues, and ensuring coverage. You will respond to routing issues and outages, supporting business continuity and service levels.