BPO Business Support Senior Specialist

RTA/scheduler: "About NTT DATA:

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.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Work Schedule & Benefits:

• Shift Timing: US–Canada Shift (Night Shift – aligned to North American time zones)
• Working Hours: 10 hours per shift (including breaks as per company policy)
• Work Mode: 100% Work from Office
• Transportation: Company-provided pick-up and drop facility (for night shifts)

Role Summary:

The RTA/Scheduler is responsible for real-time monitoring and intraday workforce management to ensure optimal resource utilization, adherence, and achievement of service levels.

Key Responsibilities:

Real-Time Monitoring
• Monitor call volumes, queue performance, and agent availability in real time
• Track schedule adherence and manage deviations

Intraday Management
• Make real-time adjustments to staffing based on call volume fluctuations
• Coordinate with WFM and Operations to address staffing gaps

Performance Management
• Ensure achievement of SLA and service level targets
• Provide real-time recommendations to improve performance

Reporting & Communication
• Share intraday reports, alerts, and updates with stakeholders
• Escalate risks and issues proactively

Required Skills:
• Strong analytical and decision-making ability
• Knowledge of RTA/WFM tools
• Excellent communication skills

Eligibility:
7+ years of experience in RTA/WFM role"