Senior Executive-Workforce Management-WFM

Key Responsibilities/Deliverables

• Continuously monitor operational metrics, including service levels, call volumes, and staffing adherence
• Identify and respond to real-time deviations from planned schedules, such as absences, high call volumes, or unexpected changes in demand
• Make real-time adjustments to schedules and staffing levels to address short-term operational needs
• Coordinate with WFM Schedulers and team leaders to deploy additional resources or adjust shift patterns as necessary
• Analyze live data from workforce management systems to assess performance against targets and KPIs
• Utilize dashboards and reporting tools to track real-time metrics and identify trends or issues
• Communicate real-time issues and staffing requirements to relevant stakeholders, including team leads, supervisors, and Business leaders
• Provide timely updates and recommendations to ensure that service levels and operational efficiency are maintained
• Quickly address and resolve real-time issues related to staffing, scheduling, or operational performance
• Develop and implement solutions to minimize disruptions and optimize workforce performance
• Prepare and present real-time performance reports and summaries to management, highlighting key issues and actions taken
• Document incidents and resolutions to support continuous improvement and future planning

Skills

• Strong analytical and problem-solving skills with the ability to interpret real-time data and make quick decisions
• Proficiency in workforce management software, reporting tools, and Microsoft Office Suite (Excel, PowerPoint, Word)
• Excellent communication and interpersonal skills, with the ability to convey complex information clearly
• Ability to work under pressure and adapt to rapidly changing conditions
• Strong attention to detail and accuracy in data analysis and reporting
• Experience with workforce management systems and real-time monitoring tools is preferred

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.