Deskripsi Pekerjaan
Accelerate Your Career at NTT DATA Services!
Are you ready to make a significant impact in a global organization? NTT Business Process Outsourcing (BPO) is seeking a highly analytical and strategic Forecasting and Capacity Planning Analyst to join our dynamic team in Quezon City. This is your opportunity to turn data into actionable strategies that drive operational excellence and business growth.
As a key member of our Workforce Management team, you will be the master of prediction, using advanced statistical models and industry-leading tools to forecast contact volumes, determine optimal staffing levels, and ensure we consistently exceed our service level targets. Your work will directly influence the efficiency of our operations, the satisfaction of our customers, and the engagement of our teams.
At NTT BPO, we don't just fill positions; we cultivate careers. You will be surrounded by some of the brightest minds in the industry, have access to robust professional development programs, and work in a culture that values diversity, innovation, and continuous learning. Whether you are analyzing complex datasets or presenting strategic recommendations to senior leadership, every day presents a new challenge to solve.
If you thrive on analyzing trends, optimizing resources, and turning uncertainty into a structured plan, we want you on our team. Don't just watch your career happen—make this the place where you grow.
Ready to redefine what's possible? Apply today!
Tanggung Jawab
- Develop, maintain, and enhance long-term and short-term volume forecasting models to support business planning.
- Analyze historical contact center interaction data to identify trends, seasonality, and key drivers of workload.
- Create optimal capacity plans and staffing schedules to meet service level objectives while minimizing cost.
- Prepare and deliver accurate and insightful workforce reporting, including forecast accuracy and root cause analysis of variances.
- Partner with Operations, HR, and Finance to align hiring plans, training schedules, and shrinkage assumptions with capacity needs.
- Conduct scenario planning and 'what-if' analyses to assess the impact of new campaigns, technology changes, or unexpected events on resource requirements.
- Proactively recommend process improvements and automation opportunities within Workforce Management tools and methodologies.
- Serve as a subject matter expert in forecasting and capacity planning, providing guidance and support to business stakeholders.
Kualifikasi
- Bachelor's degree in Statistics, Mathematics, Economics, Business Administration, or a related analytical field.
- Minimum of 2-3 years of experience in Workforce Management, specifically in Forecasting and Capacity Planning within a BPO or call center environment.
- Advanced proficiency in using workforce management software such as Verint, Aspect, NICE IEX, or Calabrio.
- Expert-level knowledge of Microsoft Excel (VBA macros, pivot tables, complex formulas) is required.
- Strong analytical skills with the ability to interpret large volumes of data and translate into actionable insights.
- Excellent verbal and written communication skills, with experience presenting to senior management.
- Proven ability to manage multiple projects and deadlines in a fast-paced, results-driven environment.
- Experience with SQL, Power BI, or statistical programming languages (R, Python) is a strong advantage.