Planning and Scheduling Analyst
Real-Time Analyst (RTA) — Workforce Management (WFM)
BPO Position Overview
The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick decision-making, and effective coordination with operations and WFM teams.
Key Responsibilities Real-Time Monitoring & Management
Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics.
Take timely actions to address spikes, backlogs, or staffing gaps.
Execute intraday adjustments such as OT/VTO, break shifts, and skill changes.
Communicate real-time performance updates to operations leaders.
Intraday Management
Compare actual performance with forecast and staffing plans.
Recommend actions to improve service levels and occupancy.
Coordinate with supervisors to resolve adherence and shrinkage issues.
Update schedules and intraday plans based on operational requirements.
Reporting & Documentation
Publish hourly, intraday, and end-of-day reports.
Maintain logs for system outages, staffing changes, and actions taken.
Provide insights to improve forecasting accuracy and resource planning.
Communication & Collaboration
Work closely with WFM Schedulers, Forecasters, and Reporting Analysts.
Partner with operations, QA, and leadership teams to understand performance drivers.
Notify stakeholders of technical issues or external factors affecting delivery.
Tools & Systems Experience with: Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI.
Required Qualifications
1-3 years of RTA/WFM experience in a BPO or contact-center environment.
Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence.
Proficiency with Excel (PivotTables, formulas).
Strong communication and coordination skills.
Ability to work under pressure with quick decision-making abilities.
Preferred Qualifications
Multi-skill or multi-channel environment experience.
Understanding of forecasting and scheduling concepts.
Experience with dashboards (Power BI/Tableau).
Familiarity with global delivery models.
Key Competencies
Analytical thinking
Attention to detail
High sense of urgency
Stakeholder management
Time management
Summary: The Real-Time Analyst ensures service levels and operational stability by actively monitoring and adjusting workforce distribution in real time. This role is essential in enabling NTT Data's delivery excellence across client's engagements