Join NTT DATA, a global leader in business and technology services, and contribute to our innovative and forward-thinking organization. We are seeking a dedicated Helpdesk Senior Associate with ITIL expertise to enhance our Workforce Management capabilities.

This role focuses on optimizing workforce management effectiveness by collaborating with the global NTTD Technical Service Desk scheduling and forecasting WFM team. You will play a crucial part in meeting dynamic business needs and implementing advanced Workforce Management tools within a multi-channel contact center environment.

Key responsibilities include accurately forecasting headcount and production needs, identifying coverage gaps, and proposing strategic staffing adjustments. You will continuously monitor performance against plans, refine assumptions, and ensure a thorough understanding of contact center metrics and SLA mapping.

This position also involves developing schedules to meet contact volumes and service levels, utilizing specialized software to determine optimal staffing and work schedules. You will also be responsible for implementing changes to enhance quality and efficiency, as measured by key business indicators.

The ideal candidate will possess advanced proficiency in Excel and VBA, with strong skills in data modeling and building WFM dashboards. Essential qualifications include a Graduate degree and equivalent experience, coupled with 2-5 years of prior experience in a Contact Centre Operations environment, including a solid understanding of Service Desk operations.

We are looking for individuals with excellent planning and scheduling knowledge, a strong understanding of call center management best practices, and proven process analytical skills. The ability to create well-organized documentation, maintain databases, and demonstrate hands-on knowledge of workforce management tools is also crucial for success in this role.