Planning and Scheduling Analyst

NTT
Philippines
Workplace: OnsiteFull timeFunction: Data Analytics & Business IntelligenceExperience: 1-3 yearsSkills: ["Analytical thinking","Attention to detail","Stakeholder management","Time management","Quick decision-making"]

Monitor and manage real-time contact center performance to ensure SLA achievement and stable delivery. Track queues, volumes, AHT, agent states, and other WFM metrics, then perform timely intraday adjustments (OT/VTO, break shifts, skill changes) and update schedules based on actual vs. forecasted performance. Publish hourly/intraday/end-of-day reports, maintain operational logs, and partner with WFM schedulers, forecasters, QA, and operations leaders to improve service levels and forecasting accuracy.

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FursaFursa
NTT
NTT
4 months ago

Planning and Scheduling Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Monitor and manage real-time contact center performance to ensure SLA achievement and stable delivery. Track queues, volumes, AHT, agent states, and other WFM metrics, then perform timely intraday adjustments (OT/VTO, break shifts, skill changes) and update schedules based on actual vs. forecasted performance. Publish hourly/intraday/end-of-day reports, maintain operational logs, and partner with WFM schedulers, forecasters, QA, and operations leaders to improve service levels and forecasting accuracy.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Entry level

Key Responsibilities

  • •Monitor real-time queues, volumes, SLAs, AHT, agent states, and related performance metrics.
  • •Take timely actions to address spikes, backlogs, and staffing gaps.
  • •Perform intraday adjustments (OT/VTO, break shifts, and skill changes) and manage staffing to targets.
  • •Publish hourly/intraday/end-of-day reports and maintain logs for outages, staffing changes, and actions taken.
  • •Collaborate with WFM schedulers, forecasters, reporting analysts, operations, and QA to resolve adherence/shrinkage issues and improve forecasting accuracy.

Key Requirements

  • •1-3 years of Real-Time Analyst (RTA) / Workforce Management (WFM) experience in a BPO or contact center environment.
  • •Strong understanding of SL, AHT, ASA, occupancy, shrinkage, and adherence metrics.
  • •Proficiency with Excel, including PivotTables and formulas.
  • •Ability to coordinate and communicate clearly with operations and WFM stakeholders.
  • •Capacity to work under pressure with quick decision-making during real-time events.
Experience:1-3 yearsBPOContact centerWorkforce management
Skills:Analytical thinkingAttention to detailStakeholder managementTime managementQuick decision-making
Tech Stack:VerintNICEGenesysIEXCalabrioAspectServiceNowMS TeamsExcelPower BIPowerPointTableau

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