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BPO Manager at NTT DATA
Chennai, tamil nadu, India -
Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Strategic Forecasting, Erlang-C, Statistical Models, AI Integration, Shift Management, Automated Management, Absenteeism Prediction, WFM Platforms, SQL, Python, R, BI Tools, Labor Cost Reduction, CX Metrics

Industry

IT Services and IT Consulting

Description
1. Strategic Long-Term & Short-Term forecasting. Long-Term forecasting: Develop multi-year volume and headcount forecasts aligned with financial budgeting and business growth targets. Short-Term Forecasting: Oversee interval-level forecasting (daily/weekly) using Erlang-C and advanced statistical models to account for seasonality, marketing campaigns and external trends. AI Integration: Transition from manual spreadsheet-based forecasting to AI driven predictive models that incorporate external variables. Design and manage complex shift patterns across multiple geographics and time zones. Implement AI agents for automated intraday management, where the system automatically re-skills agents based on real time spikes. Develop a roadmap to move toward Self-Healing Schedules-where AI predicts absenteeism before it happens and suggest adjustments. Experience: 10+ years in WFM, with at least 4 years in a supervisor role. Technical tools: Mastery of WFM platforms (e.g., NICE IEX, Verint, Aspect or Genesis) Analytical Skills: Advanced SQL, Python, or R (for AI modeling) and proficiency in BI tools (Tableau/Power BI) Strategic Mindset: Proven track record of reducing labor costs while maintaining or improving CX metrics.
Responsibilities
The BPO Manager will oversee strategic long-term and short-term forecasting, including the development of volume and headcount forecasts. They will also implement AI-driven predictive models and manage complex shift patterns across multiple geographies.