Senior Executive-Workforce Management-WFM

Regularly performs volume and performance analysis and proactively communicate possible impacts to business

Supports management with all necessary reports and planning models to facilitate the process of decision making

Monitors actual activities and compare it to plan and make recommendations for immediate changes

Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers

Ensures that pre-planned activities are being scheduled in advance and communicated effectively 

Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing

Ensures adherence to schedules and raises alerts in a timely manner in case of deviations 

Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing

Executes skill change and reallocation requests and initiatives

Provides recommendations in case of understaffing/overstaffing

Act as first point of contact for any escalations, outages, system issues or any other production impacting situations

Maintains confidentiality relative to the organizational strategies, objectives and practices

Generates schedules accordingly to meet the business requirements enabling superior customer service

Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing

Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses  

Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

Skills

Technical Skills

• Verint / eGain / IEX Nice WFM
• CMS Avaya Supervisor
• Microsoft Excel

Requirements

• Candidate must possess at least a Bachelor’s/College Degree
• 3 years minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules

EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit  www.exlservice.com.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.