WFM Reports Analyst | EXL Alabang

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Workforce Management professional in Metro Manila to generate schedules that meet business requirements and support superior customer service.

You will monitor queues in real time, track agent activity across multiple lines, and prepare intraday reports with accuracy and timeliness to aid quick decision making. The role requires a Bachelor’s degree, at least 1 year in Workforce Management, and proficiency with Verint, CMS Avaya Supervisor, and Excel.

Qualifications

• Bachelor’s/College Degree required.
• At least 1 year of experience in Workforce Management.
• Proficient with Verint, CMS Avaya Supervisor, and Excel.
• Excellent scheduling and real-time time management.
• Strong organizational skills and attention to detail.
• Excellent written, verbal, and email communication.
• Ability to prioritize workload in a fast-paced environment.
• Analytical, problem-solving, and creative thinking abilities.
• Willingness to work in shift schedules.

Responsibilities

• Generates schedules to meet business requirements for customer service.
• Monitors the queue in real-time and tracks agent activity across multiple lines.
• Prepares and publishes intraday reports with accuracy and timeliness.
• Staffs the appropriate number of agents based on capacity drivers.
• Alerts and communicates deviations from schedules in a timely manner.
• Provides recommendations to address understaffing or overstaffing.
• Acts as first point of contact for escalations and outages.

Skills

Scheduling

Real-time time management

Analytical thinking

Organizational skills

Attention to detail

Multitasking

Written and verbal communication

Ability to prioritize workload

Problem solving

Creative thinking

Education

Bachelor’s/College Degree

Tools

Verint

CMS Avaya Supervisor

Microsoft Excel

Job description

Basic Functions

• 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

Requirements

• Candidate must possess at least a Bachelor’s/College Degree
• 1-year minimum experience in Workforce Management
• Technical skills: Proficient with Verint § CMS Avaya Supervisor § Microsoft Excel
• 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