Planning and Scheduling Analyst

Informs management of Queue trends and service level issues.

Develops and maintains accurate schedules for various call center lines of business to ensure best staffing coverage for call arrival patterns.

Identifies negative trends in incoming call data.

Executes business continuity and recovery plans as defined by management.

Updates organizational information to ensure best data for distributing schedules by manager and Line of Business.

Develops scheduling reports based on forecast outlooks and general scheduling scenarios as requested by management.

Skills Required

Excellent data analysis skills.

Strong knowledge of NTT DATA’s queue structure, products, and service offerings.

Advanced knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.

Proficiency in Microsoft Office.

Excellent verbal and written communication skills.

Knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing.

Knowledge of forecasting/ planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount.

Strong PC skills in Microsoft Excel.