Deskripsi Pekerjaan
Are you a data-driven professional with a passion for operational excellence? NTT Business Process Outsourcing is looking for a detail-oriented Real Time Analyst to join our high-performing team in Quezon City. In this role, you will be the pulse of our contact center operations, ensuring seamless service delivery through real-time monitoring and strategic workforce management.
At NTT DATA Services, we believe in fostering an environment where innovation meets opportunity. You will work alongside industry experts to optimize staffing levels, manage intraday performance, and provide actionable insights that drive business success. If you are analytical, tech-savvy, and ready to accelerate your career in a global organization, we want to hear from you.
Tanggung Jawab
- Monitor real-time call volume, handle times, and occupancy levels to ensure service level agreements (SLAs) are met.
- Proactively identify and address staffing variances, taking immediate corrective action to maintain operational efficiency.
- Analyze intraday performance data to provide recommendations for scheduling adjustments and process improvements.
- Communicate effectively with operations leadership regarding service performance, risks, and potential bottlenecks.
- Manage real-time adherence and shrinkage tracking, including breaks, lunches, and off-phone activities.
- Generate comprehensive daily performance reports and provide insights for long-term capacity planning.
- Execute contingency plans during system outages or unexpected spikes in traffic to minimize impact on operations.
Kualifikasi
- Bachelor’s degree in Business Administration, Mathematics, Statistics, or a related field.
- Minimum of 2-3 years of experience in a Real-Time Analyst (RTA) or Workforce Management (WFM) role within a BPO/Contact Center environment.
- Proficiency in WFM software (e.g., IEX, Aspect, Genesys, or Verint) and advanced Microsoft Excel skills (VLOOKUP, Pivot Tables, Macros).
- Strong analytical and problem-solving skills with the ability to interpret complex data sets under pressure.
- Excellent verbal and written communication skills to bridge the gap between data insights and operational execution.
- Ability to work in a shifting schedule, including weekends and holidays as necessitated by global operational needs.
- Demonstrated ability to multitask in a fast-paced, highly dynamic environment.