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Workforce Management - Real Time Analyst (RTA) at NTT DATA
, , Philippines -
Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Real-Time Monitoring, Queue Management, SLA Management, AHT Analysis, Agent State Monitoring, Intraday Adjustments, Performance Updates, Forecast Comparison, Service Level Improvement, Adherence Resolution, Scheduling Updates, Forecasting Accuracy, Resource Planning, Analytical Thinking, Attention to Detail, Stakeholder Management

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
Monitor real-time metrics such as queues, volumes, and SLAs, and take timely actions to address any issues. Provide insights for improving forecasting accuracy and resource planning while coordinating with supervisors.