BPO Planning

2 weeks ago

Manila, National Capital Region, Philippines Applicable Limited Full time

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Planning & Scheduling Senior Associate to join our team in Manila, National Capital Region (PH-00), Philippines (PH).

Job Summary: The BPO Planning & Scheduling Sr. Associate is responsible for managing real-time operations, queue performance, and workforce schedules to support optimal service levels for a US Life Insurance Account. This role ensures efficient resource utilization and supports business continuity through proactive monitoring and planning.

Key Responsibilities:

  • Real-Time Queue Management: Monitor incoming contact queues across multiple channels and ensure sufficient staffing coverage to meet service level targets.
  • Scheduling and Staffing: Develop and manage agent schedules based on forecasted call volumes to ensure optimal workforce performance.
  • Daily Forecasting: Forecast daily contact volumes and staff availability using historical trends and real-time data.
  • Service Level Monitoring: Monitor key performance indicators (KPIs) such as SLA, AHT, occupancy, and shrinkage, and adjust staffing resources as needed.
  • Issue Escalation & Resolution: Respond to routing and tool outages, escalate critical issues, and support business continuity and recovery procedures (BCRP events).
  • Adherence & Utilization Tracking: Track and report agent schedule adherence and real-time utilization.
  • Analytics & Reporting: Analyze performance trends, provide insights for operational improvements, and support reporting.
  • Collaboration: Work closely with operations, training, and quality teams to support efficient contact center operations and planning.

Qualifications:

  • At least 1 year experience in Workforce Management or Real-Time Analyst role (BPO or contact center environment required).
  • Preferred experience with CUIC & Calabrio but not required.
  • Analytical and problem-solving skills.
  • Effective communication and coordination abilities.
  • Must be amenable to work onsite at Eastwood, Libis, Quezon City.
  • Must be amendable to a split off schedule.
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