Req ID: 89135
At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
NTT DATA Services currently seeks a Forecasting & Capacity Planning - Workforce Management to join our team in Manila, Quezon (PH-QUE), Philippines (PH).
Role Responsibilities:
Forecasting of call volumes and capacity planning to support the scheduling and optimizing of customer service representatives for multiple Clients of NTT DATA
Effective planning to ensure SLAs of all Clients are met every month
Provide timely inputs to Leadership on performance issues, recommendations to improve performance
Remotely work with team members in other locations
Driving projects to improve productivity by analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
Assist the team in day to day execution of plans
Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs
Required Skills:
3+ years of experience in a high-volume call center (100+ agents, 5000+ calls per month) where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.
3+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts.
3+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards
3+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.
Experience in working on Workforce Management Tools like Verint, Aspect, Calabrio, Blue Pumpkin
Must be available to work any time between 7 AM to 5 PM US Central time.
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
About NTT DATA Services
NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.
NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
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