Workforce Management Analyst

NTT DATA, Inc.; Quezon City; On-site; PHP 502,000 - 725,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is hiring a Real Time Analyst (BPO Workforce) to support intraday performance with daily liaison to operations and leadership. This on-site role focuses on agent schedules, adherence, and real-time monitoring across channels.

You will collaborate with Operations, Workforce Management, Training, Quality, and Leadership to optimize service levels, analyze trends, and communicate risks and staffing needs quickly.

Qualifications

• Experience with WFM or Real Time Analyst role is an asset.
• Knowledge of contact centre operational management methodologies.
• Proficient in MS Excel, Teams, and Outlook.
• Excellent verbal and written communication skills (English).
• Ability to multitask and prioritize competing demands while maintaining accuracy.
• Comfortable working in a fast-paced, high-volume environment.
• Commitment to delivering high-quality service and operational excellence.

Responsibilities

• Maintain agent schedules and shift activities to capture ongoing changes, adherence and absenteeism.
• Monitor real-time contact center performance across channels (voice, chat, email, back-office).
• Update skilling strategies throughout the day to meet service level targets.
• Action high importance items in a timely manner.
• Analyze intraday trends and performance metrics to identify risks and opportunities.
• Communicate staffing shortages, call volume spikes, system outages, and operational risks to leadership.
• Coordinate with Operations, WFM, Training, Quality, and Leadership on staffing and priorities.
• Identify trends impacting productivity and provide recommendations to improve efficiency.
• Manage schedule change requests, overtime, time-off requests, and VTO initiatives.

Skills

MS Excel

MS Teams

MS Outlook

Communication

Multitasking

Problem solving

Tools

WFM software

Real Time Analytics tools

Job description

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Position Overview:

Reporting to the Team Leader of Intraday Performance, the Real Time Analyst (RTA) will have daily interaction with colleagues and various operational staff. This role will assume daily responsibility of assisting the RTA team on the various drivers affecting Contact Centre performance based on key business indicators/metrics.

Position: Real Time Analyst (BPO Workforce)

Work Setup: On-Site

Responsibilities:

• Maintain agent schedules and shift activities to capture ongoing changes, agent adherence and absenteeism.
• Monitor real-time contact center performance across multiple channels, including voice, chat, email, and back-office operations.
• Update the skilling strategies throughout the day to ensure our service level targets are being met.
• Action high importance items in a timely manner.
• Analyze intraday trends and performance metrics to identify risks, opportunities, and potential service delivery impacts.
• Communicate staffing shortages, call volume spikes, system outages, and operational risks to leadership and key stakeholders in a timely manner.
• Coordinate with Operations, Workforce Management, Training, Quality, and Leadership teams regarding staffing requirements and business priorities.
• Identify trends impacting productivity and provide recommendations to improve operational efficiency and customer experience.
• Manage and process schedule change requests, overtime opportunities, time-off requests, and voluntary time off (VTO) initiatives as required.

Requirements:

• Experience with WFM or Real Time Analyst role is an asset, but not necessary.
• Knowledge of contact centre operational management methodologies and principles.
• Computer skills with software programs such as MS Excel, Teams, and Outlook
• Creative approach to problem solving and team collaboration.
• Excellent verbal and written communication skills (English) with the ability to effectively communicate with all levels of leadership and operational teams.
• Ability to multitask and prioritize competing demands while maintaining a high level of accuracy.
• Comfortable working in a fast-paced, high-volume, and performance-driven environment.
• Commitment to delivering high-quality service and supporting operational excellence.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT DATA what you do matters. Because here YOU can.