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Workforce Management

3 weeks ago

Manila, National Capital Region, Philippines NTT DATA Full time

"Real-Time Analyst (RTA) - Workforce Management (WFM), BPO

Position Overview

The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick decision-making, and effective coordination with operations and WFM teams.

Key Responsibilities

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

  • Publish hourly, intraday, and end-of-day reports.
  • Maintain logs for system outages, staffing changes, and actions taken.
  • Provide insights to improve forecasting accuracy and resource planning.

Communication & Collaboration

  • Work closely with WFM Schedulers, Forecasters, and Reporting Analysts.
  • Partner with operations, QA, and leadership teams to understand performance drivers.
  • Notify stakeholders of technical issues or external factors affecting delivery.

Tools & Systems Experience

  • Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI.

Required Qualifications

  • 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).
  • Strong communication and coordination skills.
  • Ability to work under pressure with quick decision-making abilities.

Preferred Qualifications

  • Multi-skill or multi-channel environment experience.
  • Understanding of forecasting and scheduling concepts.
  • Experience with dashboards (Power BI/Tableau).
  • Familiarity with global delivery models.

Key Competencies

  • Analytical thinking
  • Attention to detail
  • High sense of urgency
  • Stakeholder management
  • Time management

Summary

The Real-Time Analyst ensures service levels and operational stability by actively monitoring and adjusting workforce distribution in real time. This role is essential in enabling smooth delivery and meeting client expectations.

"