Realtime Analyst - EXL Cebu

EXL Service Philippines, Inc.; Pasay; On-site; PHP 420,000 - 600,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Workforce Management specialist to generate and adjust agent schedules to meet service levels and business goals. The role includes real-time queue monitoring, intraday reporting, and proactive staffing recommendations across multiple BUs.

Ideal candidates have a Bachelor’s degree and 3+ years in Workforce Management, with strong Excel and WFM tools proficiency. The position requires a detail-oriented, analytical mindset and the ability to adapt to

Qualifications

• Bachelor’s degree is required.
• At least 3 years of experience in Workforce Management.
• Excellent scheduling and real-time time management skills.
• Strong organizational skills with attention to detail.

Responsibilities

• Generate schedules to meet business requirements and ensure superior customer service.
• Adjust schedules based on actual scenarios; provide overtime and time-off planning.
• Monitor the queue in real time and document agent activity across multiple lines of business.
• Prepare and publish intraday and related reports with data accuracy and timeliness.
• Staff the right number of agents at the right times based on capacity drivers.
• Raise alerts for deviations and optimize breaks/lunches as needed.

Skills

Scheduling

Forecasting

Reporting

Education

Bachelor’s degree

Tools

Verint

eGain

IEX Nice WFM

Job description

• Generates schedules accordingly to meet the business requirements enabling superior customer service
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
• Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

Essential Functions

• Regularly performs volume and performance analysis and proactively communicate possible impacts to business
• Supports management with all necessary reports and planning models to facilitate the process of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate changes
• Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
• Ensures that pre-planned activities are being scheduled in advance and communicated effectively
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
• Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
• Executes skill change and reallocation requests and initiatives
• Provides recommendations in case of understaffing/overstaffing
• Act as first point of contact for any escalations, outages, system issues or any other production impacting situations

Maintains confidentiality relative to the organizational strategies, objectives and practices

Technical Skills

• Verint / eGain / IEX Nice WFM
• Microsoft Excel

Requirements

• Candidate must possess at least a Bachelor’s/College Degree
• 3 years minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules