Senior Executive - WFM Scheduler

EXL; Ernakulam; Sur place; INR 500 000 - 800 000; Plein temps

Résumé du poste

EXL in India is seeking a Workforce Management professional to manage forecasting, scheduling, and staffing based on business needs. You will create and maintain agent schedules and IDPs, ensuring coverage aligns with financial objectives.

You will work with stakeholders, maintain data in Verint WFO, and generate Excel-based reports and insights. Strong Excel, analytical, and communication skills are essential.

Qualifications

• Graduate or undergrad with minimum 2 years in WFM.
• Familiarity with Verint WFO and other WFM platforms.
• Strong Excel, analytical, and communication skills.

Responsabilités

• Support effective workforce planning by aligning staffing levels with anticipated business demand.
• Analyze workload trends and prepare accurate forecasts to support short- and long-term resource planning.
• Develop and optimize employee schedules to maintain appropriate coverage while improving operational efficiency.
• Perform scenario planning and staffing analysis to identify gaps, risks, and potential solutions.
• Maintain workforce data and ensure accurate employee information within Verint WFO and other WFM platforms.
• Prepare and analyze WFM reports and datasets using Microsoft Excel, highlighting information required for operational decisions.
• Partner with Operations and key stakeholders on staffing, scheduling, and workforce requirements, while providing support to the WFM Manager when needed.

Connaissances

Workforce forecasting

Scheduling

Staffing

Excel

Data analysis

Verint WFO

Stakeholder comms

Multitasking

Formation

Graduate or undergrad

Outils

Verint WFO

Microsoft Excel

Description du poste

Job Description:

• Manage workforce forecasting, scheduling, and staffing requirements based on business needs.
• Create and maintain agent schedules and IDPs, making adjustments as required.
• Balance staffing requirements with operational efficiency and financial objectives.
• Maintain and update employee information within WFM systems such as Verint WFO.
• Analyze, scrub, and transform data to create customized workforce reports and insights.
• Work closely with internal and external stakeholders and provide backup support to the WFM Manager.
• Demonstrate strong Excel, analytical, problem-solving, multitasking, and communication skills, with working knowledge of WFM tools

Responsibilities

• Support effective workforce planning by aligning staffing levels with anticipated business demand.
• Analyze workload trends and prepare accurate forecasts to support short- and long-term resource planning.
• Develop and optimize employee schedules to maintain appropriate coverage while improving operational efficiency.
• Perform scenario planning and staffing analysis to identify gaps, risks, and potential solutions.
• Maintain workforce data and ensure accurate employee information within Verint WFO and other WFM platforms.
• Prepare and analyze WFM reports and datasets using Microsoft Excel, highlighting information required for operational decisions.
• Partner with Operations and key stakeholders on staffing, scheduling, and workforce requirements, while providing support to the WFM Manager when needed.

Qualifications

Graduate or undergrad. Minimun of 2 yrs in WFM

Requirements: