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NTT

1 month ago

BPO Planning & Scheduling Senior Associate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Plan and schedule contact center resources to ensure maximum performance. Forecast daily contact demand and technician availability, monitor incoming queues, and allocate resources to meet service level goals. Respond to routing changes, tool outages, and business continuity/recovery events, coordinating technician coverage to support operations and escalating issues that may impact the business.

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Determine queue personnel needs during periods of heavy call volume.
•Provide schedules for contact centers to ensure maximum performance.
•Forecast daily contact demand and technician availability.
•Monitor incoming queues and ensure technicians are available for support.
•Respond to routing and tool outages and other business continuity/recovery events, monitor resource allocation for service level goals, and analyze/escalate issues that may impact the business.

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn