Senior Executive-Workforce Management-WFM

ExlService Holdings, Inc.; Hinoba-an; Remote; PHP 335,000 - 502,000; Full time

Job summary

ExlService Holdings, Inc. in Hinoba-an, Negros Occidental, Philippines is seeking a scheduling and reporting coordinator to monitor real-time queues, generate schedules, and prepare key performance reports for multiple business units.

The role involves intraday and end-of-day reporting, skilling audits for customer service representatives, and participating in touchpoint meetings to review previous day performance. This is an on-site position based in the Philippines.

Responsibilities

• Monitors the queue in real time and analyzes data on service levels and staffing to implement engagement rules.
• Generates schedules to meet business requirements, enabling superior customer service.
• Adjusts schedules based on actual scenarios and communicates overtime requirements or voluntary time off to ensure efficient staffing.
• Reports and tracks system issues and outages.
• Responsible for skilling audits for phone and chat representatives.
• Prepares and publishes intraday, end-of-day, and other relevant reports with accuracy and timeliness.
• Creates reporting dashboards for business units.
• Attends touchpoint meetings to provide the previous day performance overview.

Job description

Basic Functions

• Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
• 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
• Report and track all system issues and outages
• Responsible for skilling audits for phone and chat representatives.
• Prepares and publishes the Intraday, end of day and other relevant reports while ensuring accuracy and timeliness of data
• Create reporting dashboard for business units.

Attend touchpoint meetings to provided previous day performance overview.