BPO Planning & Scheduling Senior Associate

Job Description

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).

• 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

Requir...