Manage intraday staffing and service levels for operations in Noida, India, and the Philippines. Responsibilities include monitoring schedule adherence, analyzing intraday performance, creating accurate reports, communicating with internal and external stakeholders, and supporting service-level objectives through workforce management processes.
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
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.
Graduate
EXL Pune, Mahārāshtra, IND Office
Pune, India
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