bpo planning & scheduling senior AssociateNTT Data

Individuals here have a well rounded knowledge of the policies and procedures for their work area. • Their work may require discretion and independent judgment for nonroutine matters. However, the primary focus of work activity is predominately routine.
They may make policy recommendations to their managers and be an escalation point for less experienced team members.
Determines queue personnel needs during times of heavy call volume.
Provides schedules for contact centers to ensure maximum performance.
Forecasts daily contact and technician availability.
Monitors incoming queues and ensures technicians are available for support.
Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events.
Monitors queue to determine appropriate resource allocation to meet service level goals.
Analyzes and escalates issues that may impact the business' ability to manage call volume
Skills Required :
Strong data analysis skills.
Knowledge of NTT DATA's queue structure, products, and service offerings.
Strong knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
Proficiency in Microsoft Office.
Verbal and written communication skill
NTT Data

Manila City, Metro Manila
Permanent
Full-time