Workforce Management

1 day ago

Manila, National Capital Region, Philippines NTT Communications 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.

"

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