BPO Planning and Scheduling Senior Associate

Req ID: 340974 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Planning and Scheduling Senior Associate to join our team in Manila, Quezon (PH-QUE), Philippines (PH).

We are seeking a highly analytical and adaptable Real Time Analyst (RTA) to support our contact center operations. The ideal candidate excels in fast-paced environments, demonstrates strong decision-making skills, and maintains a sharp focus on achieving service level targets through effective real-time workforce coordination.

Key Responsibilities

• Monitor agent schedules, adherence, and shift activities in real time to ensure optimal staffing levels.
• Respond quickly to intraday changes such as absenteeism, unexpected call volume, and schedule deviations.
• Continuously adjust queue and skilling strategies throughout the day to maintain service level performance.

• Prioritize high-impact tasks and emerging issues to ensure operational efficiency and seamless service delivery.
• Apply a strong understanding of contact center operational management principles to drive productivity and performance.

• Collaborate with operations teams, team leads, and supervisors to address staffing or performance challenges.
• Communicate real-time updates, risks, and recommendations clearly and effectively.

• Utilize computer applications such as MS Excel, Microsoft Teams, and Outlook to analyze data, prepare reports, and support daily operations.
• Develop problem-solving strategies and contribute creative solutions to real-time operational issues.

• Remain composed and effective in a fast-paced, high-pressure production environment.
• Maintain a proactive and adaptable approach to rapidly changing business needs.

Requirements

• 5 years of experience, ideally within Workforce Management, Real-Time Analysis, or contact center operations.
• Strong analytical thinking, attention to detail, and ability to work under pressure.
• Excellent interpersonal and communication skills.
• Ability to build collaboration and support teamwork in a dynamic environment.
• Experience with WFM tools or real-time monitoring systems is an asset (prior experience not mandatory).

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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