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

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