BPO Planning & Scheduling Senior Associate

NTT Ltd · Chennai

PayPay not listed

WhereChennaiTamil Nadu

TypeFull time

Posted8 Oct14 days ago, via SimplyHired

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No fee, deposit or pay-to-apply signs

No vehicle or licence needed

Skills they list21 named

Staffing optimisationResource allocation planningIncident managementStaff workload allocationWorkforce planningStaff schedulingTeam schedulingTask queue monitoringStaffing allocationLoad allocationAchieving service-level targetsResource scheduling coordinationForecastingQueue managementSchedule creationCapacity planningWorkforce managementEscalation handlingIncident management responsibilitiesShift schedulingRoster coordination

About this job

Determines queue personnel needs during times of heavy call volume.

Provides schedules for contact centers to ensure maximum performance.

Forecasts daily contact and technician availability.

Monitors incoming queues and ensures technicians are available for support.

Responds to contact center routing and tool outages and other business continuity and recovery

(BCRP) events.

Monitors queue to determine appropriate resource allocation to meet service level goals.

Analyzes and escalates issues that may impact the business’

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