Helpdesk Analyst

Req ID:

We are currently seeking a Helpdesk Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Helpdesk Analyst – Work Force Management

The DWS/TSD Workforce Management – Helpdesk Analyst 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
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• Identify gaps in coverage and propose new shifts or realignment along with hiring plans
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• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
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• Thorough understanding of all call center metrics and SLA mapping, monitoring and reporting
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• Proficiency in Advanced Excel and VBA in data modelling along with building WFM dashboards and automations
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• Expert in manual staffing and forecasting for call centres
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• Run “what-if” scenarios for operations or other support groups as requested
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• 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.)
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• Develop schedules to meet contact volumes and service levels.
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• Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.
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Skills and Knowledge requirements:

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• Advanced Excel/VBA
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• Planning & scheduling knowledge is essential
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• Knowledge of Call Centre management best practices
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• Solution driven and result oriented
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• Process analytical skills in a call center environment
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• Ability to create well organized, accurate, and concise material and work documentation for organizational use.
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• Ability to create and maintain data bases.
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• Strong hands-on knowledge of work force management tools and the ability to maintain them
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Qualifications:

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Graduate degree and equivalent experience required 2-5 years prior experience in a Call Center Operations environment with strong understanding of Service Desk operations.

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About NTT DATA

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NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.