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.