NTT DATA strives to hire exceptional, cutting-edge and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Helpdesk Senior Associate to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
Helpdesk Senior Associate - Work Force Management
The DWS/TSD Workforce Management - Helpdesk Senior Associate works to improve workforce management
effectiveness by working alongside NTTD Technical Service Desk scheduling and forecasting WFM team globally to meet the fast growing business needs. Successful candidates will also implement and optimize the usage of Workforce Management tools within a multi-channel contact center environment to ensure business and client requirements are met.
This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling and planning.
Major duties and responsibilities:
- Accurately predicts headcount or production heads required,
handle time and staff shrinkage by work type
- Identify gaps in coverage and propose new shifts or realignment along with hiring plans
- Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
- Thorough understanding of all call center metrics and SLA mapping, monitoring and reporting
- Proficiency in Advanced Excel and VBA in data modelling along with building WFM dashboards and automations
- Expert in manual staffing and forecasting for call centres
- Run what-if scenarios for operations or other support groups as requested
- Implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (Phone service level, occupancy, utilization, shrinkage, forecasting accuracy, Staffing etc.)
- Develop schedules to meet contact volumes and service levels.
- Utilize specialized software tools to manage and determine op
📌 Helpdesk Senior Associate (Noida)
🏢 NTT Data
📍 Noida
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