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Planning & Scheduling Senior Analyst at NTT DATA
, , Philippines -
Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Real-Time Monitoring, Management, Intraday Management, Reporting, Documentation, Analytical Thinking, Attention To Detail, Stakeholder Management, Time Management, Excel, Forecasting, Scheduling, BPO, Contact Center, Service Levels, Occupancy, Shrinkage

Industry

IT Services and IT Consulting

Description
Real-Time Monitoring & Management Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics. Take timely actions to address spikes, backlogs, or staffing gaps. Execute intraday adjustments such as OT/VTO, break shifts, and skill changes. Communicate real-time performance updates to operations leaders. Intraday Management Compare actual performance with forecast and staffing plans. Recommend actions to improve service levels and occupancy. Coordinate with supervisors to resolve adherence and shrinkage issues. Update schedules and intraday plans based on operational requirements. Reporting & Documentation Provide insights to improve forecasting accuracy and resource planning. Work closely with WFM Schedulers, Forecasters, and Reporting Analysts. Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI. 1-3 years of RTA/WFM experience in a BPO or contact-center environment. Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence. Proficiency with Excel (PivotTables, formulas). Ability to work under pressure with quick decision-making abilities. Understanding of forecasting and scheduling concepts. Familiarity with global delivery models. Analytical thinking Attention to detail High sense of urgency Stakeholder management Time management
Responsibilities
The Planning & Scheduling Senior Analyst is responsible for real-time monitoring and management of queues, volumes, and service levels, as well as executing intraday adjustments. They will also provide insights for improving forecasting accuracy and resource planning.