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Planning and Scheduling Specialist

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Date: Nov 24, 2022

Location: Hyderabad, TG, IN

Company: NTT DATA Services

Responsibilities:

  • Long term and short-term forecasting of contact types like calls, emails, chats etc.
  • Long term headcount / FTE planning based on forecasts created.
  • Scheduling and optimizing of customer service representatives.
  • Analysing historical performance data to identify trends (associate behavior, call volume, activities, etc.), assessing opportunities for improving performance while driving efficiencies.
  • Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle time, and additional KPIs Monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings etc. 
  • Mentor less experienced team members.

 

Requirements:

  • Typically requires 5-7 years of relevant experience.
  • 1 to 2 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 to 2 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 to 2 years of experience using MS Excel that includes using statistical capabilities.
  • Excellent knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
  • Strong knowledge of forecasting/ planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount.
  • Strong knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage, and call routing.
  • Experience in working on Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.
  • Advanced verbal and written communication skills.
  • Must be available to work any time between 7 AM to 5 PM US Central time.


Job Segment: Scheduler, Administrative