PLANNING AND SCHEDULING SR ANALYST
NTT DATA
Chennai, TN, IN
2d ago

Req ID : 106914

NTT DATA Services strives to hire exceptiol, innovative and passiote 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 PLANNING AND SCHEDULING SR ALYST to join our team in Cheni, Tamil Nādu (IN-TN), India (IN).

Role Responsibilities :

  • Forecasting call volumes and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 5000 calls per month.
  • Alyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
  • Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additiol KPIs
  • Performing real time monitoring of the call representatives on call status and assisting reps with questions.
  • Assisting magement with floorplan creation as well as determining desk moves on a regular basis.
  • Monitoring productivity metrics and schedules to ensure adequate staffing in coordition with training, meetings, 1 : 1 sessions, breaks / lunches, etc.
  • Required Skills :

  • 4+ 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, operatiol or production role.
  • 2+ years of experience in a scheduling and forecasting role where you utilized workforce magement principles, tools and reports to identify call center drivers and translate them into capacity / planning forecasts.
  • 2+ years in a role that required alytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard / dashboards
  • 2+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.
  • About NTT DATA Services

    NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

    We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

    NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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