Senior Executive

ExlService Holdings, Inc.; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

ExlService Holdings, Inc. in Pune, India is seeking a Workforce Management (WFM) professional to monitor service levels, build and adjust schedules, and optimise workforce usage.

The role involves real-time risk response, data validation, and producing dashboards and reports to support decision-making. You will coordinate with operations and support teams to reflect business changes, run scenario modelling, and drive standardisation and digitisation of WFM activities in a confidential,

Responsibilities

• Monitor service levels, volumes, productivity, staffing, and schedule adherence, responding quickly to real-time risks and coverage gaps.
• Create and maintain schedules using demand, staffing requirements, shrinkage, skills, availability, and operating constraints.
• Optimise shifts, breaks, offline activities, overtime, and other interventions to improve interval coverage and resource utilisation.
• Produce accurate reports, dashboards, scorecards, and management summaries within agreed timelines.
• Validate operational data, investigate exceptions, and maintain reporting controls, documentation, and data quality.
• Analyse performance trends and provide clear commentary on root causes, risks, actions, and recommendations.
• Coordinate with Operations and support functions to reflect business changes in schedules, reports, and plans.
• Support scenario modelling and identify opportunities to simplify, standardise, digitise, and automate WFM activities.
• Follow applicable confidentiality, governance, and data-handling requirements.

Job description

Monitor service levels, volumes, productivity, staffing, and schedule adherence, responding quickly to real-time risks and coverage gaps.

Create and maintain schedules using demand, staffing requirements, shrinkage, skills, availability, and operating constraints.

Optimise shifts, breaks, offline activities, overtime, and other interventions to improve interval coverage and resource utilisation.

Produce accurate reports, dashboards, scorecards, and management summaries within agreed timelines.

Validate operational data, investigate exceptions, and maintain reporting controls, documentation, and data quality.

Analyse performance trends and provide clear commentary on root causes, risks, actions, and recommendations.

Coordinate with Operations and support functions to reflect business changes in schedules, reports, and plans.

Support scenario modelling and identify opportunities to simplify, standardise, digitise, and automate WFM activities.

Follow applicable confidentiality, governance, and data-handling requirements.