Bpo Planning

hace 2 semanas

Guadalajara, México NTT DATA A tiempo completo

**Req ID**: 215034

We are currently seeking a BPO Planning & Scheduling Senior Associate to join our team in Guadalajara, México (MX-MEX), Mexico (MX).

**Responsibilities**:

- Monitors incoming queues and ensures representatives are available for support.
- Monitors queue to determine appropriate resource allocation to meet service level goals.
- Provides schedules for contact centres to ensure maximum performance.
- Determines queue personnel needs during times of heavy call volume.
- Individuals here have a well-rounded knowledge of the policies and procedures for their work area.
- Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
- Escalates issues that may impact the business' ability to manage call volume.

**Requirements**:

- Typically requires 2-4 years' experience of relevant experience.
- Strong knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
- Strong data analysis skills.
- Verbal and written communication skills.
- Preferred knowledge of using Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.
- Proficiency in Microsoft Office.
- Must be available to work 24*7.

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.**

**Job Segment**:
Scheduler, Consulting, Administrative, Technology

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