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Date: Jan 3, 2019

Location: Quezon City, 00, PH

Company: NTT DATA Services

Req ID: 31049 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Workforce Analyst to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).



The Forecasting and Planning Analyst will develop and maintain accurate supply and demand forecasts, complete forecast variance analysis and reporting and provide recommendations to support the operational teams in making optimum use of available resource in order to achieve Service Level targets. Whilst the role will focus primarily on developing long and medium term capacity plans, there is a requirement for the Forecast and Planning Analyst to support with short term forecasting, call Center reporting and produce reports as per given schedule


  • Ability to build new capacity planning models and processes for forecasting taking into account AHT, adherence, shrinkage, campaigns etc.
  • Accurately forecast incoming contact volume, AHT all other operational variables (such as outbound campaigns, trading terminals, shrinkage, service delivery and attrition) to within an agreed tolerance level, ensuring that all events that may impact the operation are demonstrably anticipated and
  • considered.
  • Analyse all supply and demand components using appropriate techniques and tools, interpreting the outcomes and preparing reports, and providing solutions to facilitate business decision making.
  • To provide statistical analysis and insight to support the impact assessment of change, and specifically, forecasting and scheduling effectiveness.
  • Analyse support metrics and identify trends


Qualifications and Proven Ability

  • Advanced Excel data manipulation and analysis skills
  • Strong computer literacy is essential, particularly across all Microsoft Office packages
  • The ability to explain complex concepts and problems in simple terms, with the ability to communicate clearly and effectively at all levels
  • Ability to demonstrate conceptual, innovative thinking in forecasting and workforce planning methods and techniques
  • Ability to work under pressure and to prioritise workload to meet deadlines
  • Ability to develop strong internal relationships and interact at all levels
  • Ability to create reports with high visual impact


Skills, Competencies & Personal Attributes

  • Previous experience with Aspect eEFM/ Verint Workforce Management (i360) including Strategic Planner module.
  • Previous experience of forecasting/scheduling across a complex, multidisciplinary Customer Service function, with a strong track record of accuracy and performance
  • Demonstrable knowledge of capacity planning and forecasting methodologies
  • Self-motivated, flexible and responsive to business needs and changes in priorities and deadlines
  • 4-5 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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