Lead Assistant Manager - WFM

ExlService Holdings, Inc.; Mantalongon; On-site; PHP 240,000 - 420,000; Full time

Job summary

ExlService Holdings, Inc. in Cebu, Philippines, seeks a Real time Analyst to support staffing adjustments, monitor performance, and provide timely reports to key stakeholders, team leaders and senior management.

You will supervise and coach the Real time Analysts, contribute to continuous improvement of WFM processes using data to drive decisions, maintain files and tools per WFM standards, and act as back up to the WFM Manager.

Job description

• Staffing adjustments. Make immediate adjustments to staffing and resource allocation as the need arises.
• Reporting and Communication. Provide timely reports and updates on performance, adherence and staffing status to key stakeholders, team leaders, and senior management.
• Team Leadership. Supervise and provide timely coaching to the Real time Analysts
• Process Improvement. Contribute to the continuous improvement of WFM processes and systems, using data to drive strategic decisions.
• Maintains files and tools in a way consistent with WFM standards.
• Acts as back up to the WFM Manager