Sr. Analyst - WFM RTA

EXL; Dadri; On-site; INR 450,000 - 650,000; Full time

Job summary

EXL is seeking an experienced WFM professional to manage intra-day staffing and service levels in Noida, India, and the Philippines. You will generate timely intra-day performance reports, monitor schedule adherence, and communicate with internal and external customers to ensure targets are met.

The role requires at least 2 years of WFM experience in a call center inbound voice environment, with strong Excel data skills and familiarity with major WFM systems.

Qualifications

• Minimum 2-year WFM experience in a call center inbound voice process.
• Graduate education is expected.

Responsibilities

• Efficiently manage intra-day staffing and service level.
• Provide timely, accurate reports on intra-day performance.
• Monitor and drive schedule adherence.
• Communicate effectively with internal and external customers.
• Perform other duties and assignments as directed.

Skills

Prioritization

Critical thinking

Feedback skills

Analytical ability

Communication

Education

Graduate

Tools

Excel reporting

WFM systems

Job description

Basic Functions

Responsible for intra-day management processes for operations located in Noida – India & Philippines. To achieve business service level objectives efficiently.

Role & Responsibilities

• Efficiently manage intra-day staffing and service level.
• Provide timely, accurate reports on intra-day performance.
• Monitor and drive schedule adherence.
• Communicate effectively with internal and external customers.
• Perform other duties and assignments as directed.

General Skills

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Solid critical thinking, problem solving, and interpersonal skills.
• Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Excellent verbal, written and comprehension skills.

Technical Skills

• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, Avaya CMS etc.

Work Experience Requirements

• Minimum of 2-year WFM experience in a call center inbound voice process

Role & Responsibilities

• Efficiently manage intra-day staffing and service level.
• Provide timely, accurate reports on intra-day performance.
• Monitor and drive schedule adherence.
• Communicate effectively with internal and external customers.
• Perform other duties and assignments as directed.

Graduate