Planning & Scheduling Senior Associate - Workforce Management

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Date: Jul 20, 2021

Location: Gurgaon, HR, IN

Company: NTT DATA Services

Role Responsibilities:

Forecasting call volumes and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center.

Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)

Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs

Performing real time monitoring of the call representatives on call status and assisting reps with questions.

Assisting management with floorplan creation as well as determining desk moves on a regular basis.

Monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.

Required Skills:

3+ years of experience in a high-volume call center (100+ agents, 5000+ calls per month) where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory, operational or production role.

1+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts.

1+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards

1+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.

Must be available to work 24*7 and weekends if required.

Job Segment: Manager, Scheduler, Management, Administrative

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