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NTT DATA Logo NTT DATA · Call Center

BPO Planning and Scheduling Senior Associate

Philippines, Manila, Quezon · Job Posted February 14, 2026
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Job Description

The BPO Planning and Scheduling Senior Associate is responsible for optimizing workforce management in a contact center environment. Candidates should have at least 5 years of experience in real-time analysis or workforce management, with strong analytical and communication skills. Proficiency in Microsoft Excel and Teams is essential for success in this role. The position is full-time and requires effective decision-making in a fast-paced environment.

Job Responsibility

  • Monitor agent schedules, adherence, and shift activities in real time to ensure optimal staffing levels
  • Respond quickly to intraday changes such as absenteeism, unexpected call volume, and schedule deviations
  • Continuously adjust queue and skilling strategies throughout the day to maintain service level performance
  • Prioritize high-impact tasks and emerging issues to ensure operational efficiency and seamless service delivery
  • Apply a strong understanding of contact center operational management principles to drive productivity and performance
  • Collaborate with operations teams, team leads, and supervisors to address staffing or performance challenges
  • Communicate real-time updates, risks, and recommendations clearly and effectively
  • Utilize computer applications such as MS Excel, Microsoft Teams, and Outlook to analyze data, prepare reports, and support daily operations
  • Develop problem-solving strategies and contribute creative solutions to real-time operational issues
  • Remain composed and effective in a fast-paced, high-pressure production environment
  • Maintain a proactive and adaptable approach to rapidly changing business needs

Requirements

  • 5 years of experience, ideally within Workforce Management, Real-Time Analysis, or contact center operations
  • Strong analytical thinking, attention to detail, and ability to work under pressure
  • Excellent interpersonal and communication skills
  • Ability to build collaboration and support teamwork in a dynamic environment
  • Experience with WFM tools or real-time monitoring systems is an asset (prior experience not mandatory)
  • Proficiency in Microsoft Excel and Teams
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