BPO Planning & Scheduling Analyst

NTT
Manila
Full timeFunction: Product ManagementSkills: ["Communication","Interpersonal skills","Problem-solving","Team collaboration","Decision-making"]

Oversee real-time agent schedules and shift activities to manage changes, adherence, and absenteeism in a contact center. Continuously update and adapt skilling strategies to meet service level targets, prioritize high-importance items, and apply operational management methodologies to improve efficiency. Use tools such as MS Excel, Teams, and Outlook for analysis and communication, solving operational challenges through fast, collaborative, detail-oriented decision-making in a high-stress environment.

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FursaFursa
NTT
NTT
2 months ago

BPO Planning & Scheduling Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Oversee real-time agent schedules and shift activities to manage changes, adherence, and absenteeism in a contact center. Continuously update and adapt skilling strategies to meet service level targets, prioritize high-importance items, and apply operational management methodologies to improve efficiency. Use tools such as MS Excel, Teams, and Outlook for analysis and communication, solving operational challenges through fast, collaborative, detail-oriented decision-making in a high-stress environment.
Location: Manila
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Oversee agent schedules and shift activities in real time to handle changes, adherence, and absenteeism.
  • •Update and adapt skilling strategies throughout the day to consistently achieve service level targets.
  • •Prioritize and action high-importance items promptly and efficiently.
  • •Apply in-depth knowledge of contact center operational management methodologies to improve overall efficiency.
  • •Make swift, detail-oriented decisions in a fast-paced, high-stress production environment to optimize the workforce.

Key Requirements

  • •Use real-time workforce planning (WFM) or Real-Time Analyst experience (not mandatory).
  • •Apply contact center operational management methodologies to improve efficiency and service levels.
  • •Proficiency with MS Excel, Teams, and Outlook for data analysis and communication.
  • •Demonstrate excellent interpersonal and communication skills with team members and stakeholders.
  • •Operate comfortably in a fast-paced, high-stress environment with strong attention to detail.
Experience:Contact centerBPO
Skills:CommunicationInterpersonal skillsProblem-solvingTeam collaborationDecision-making
Tech Stack:MS ExcelTeamsOutlook

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
WebsiteLinkedIn