Assistant Manager-Workforce Management-WFM

Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.

Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times

Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance

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

Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts

Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions

Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System

Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery

Ensures workforce management process and procedures are in place and followed

Conducts performance appraisals of direct reports periodically

Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it

Supports analysis of trending to adjust future planning

Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans 

Plans, directs, supervises, and evaluates forecasting and scheduling workflow

Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns

Performs routine audits of call center reports to ensure accuracy and integrity is maintained

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions

Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation

Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance

Ensures regular coaching, feedback and recognition is be

Intermediate MS Excel Knowledge

At least 5 years experience in WFM

At least 2 years experience in leadership

Hands-on experience in WFM tools (Aspect and CMS Supervisor)

Strong knowledge of workforce management systems and forecasting techniques.

Proficiency in data analysis and reporting tools (Excel, SQL, BI tools)

Understanding of scheduling, forecasting, and real-time management processes

Excellent communication and interpersonal skills

Problem-solving and decision-making abilities

Ability to work in a fast-paced, dynamic environment

Strong organizational and time management skills

Customer service orientation.

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.