Sr. Analyst - WFM RTA

EXL Talent Acquisition Team; Dadri; Sur place; INR 500 000 - 800 000; Plein temps

Résumé du poste

EXL Talent Acquisition Team in Noida, India, seeks a Workforce Management professional to manage intra-day staffing and service levels for operations in Noida and the Philippines.

You will generate timely intra-day performance reports, monitor schedule adherence, and communicate with internal and external customers. The role requires strong Excel skills and experience with WFM systems.

Qualifications

• Proven ability to prioritize workload and meet deadlines.
• Strong arithmetic, analytical and problem-solving skills.
• Excellent verbal, written communication and comprehension skills.
• Experience with WFM systems such as eWFM, Verint/Blue Pumpkin, IEX, Avaya CMS.

Responsabilités

• 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.

Connaissances

Prioritization

Critical thinking

Problem solving

Interpersonal skills

Feedback skills

Attention to detail

Communication

Outils

Excel

eWFM

Verint

Blue Pumpkin

IEX

Avaya CMS

Description du poste

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