Senior Executive - WFM Scheduler

ExlService Holdings, Inc.; Ernakulam; Presencial; INR 446.000 - 725.000; Jornada completa

Descripción de la vacante

ExlService Holdings, Inc. is seeking a Workforce Management professional in Kerala, India to forecast, schedule, and optimize staffing aligned with business needs. You will build and maintain agent schedules and IDPs, while balancing capacity with financial goals and efficiency.

The role requires hands-on experience with WFM systems like Verint WFO, strong Excel and data analysis capabilities, and the ability to collaborate with diverse stakeholders to deliver actionable workforce insights.

Formación

• Experience in workforce management or staffing is required.
• Strong Excel and data analysis skills are essential.
• Ability to collaborate with internal and external stakeholders.

Responsabilidades

• 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.

Conocimientos

Excel

Analytical skills

Problem-solving

Multitasking

Communication skills

Herramientas

Verint WFO

Descripción del empleo

• 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