Senior Executive-Workforce Management-WFM

EXL Service
Sr. Executive- WFM
Basic Functions
• 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.
• Assist agents with basic troubleshooting and workarounds.
• Report and track all system issues and outages.
• Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data.

Responsibilities
Essential Functions
• 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.

Qualifications
Technical Skills
• IEX
• CMS Avaya Supervisor
• Microsoft Excel
Job Details:
Location: MOA | ALABANG | CEBU
Schedule: GY Shift
Set up: Onsite