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
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Designs and maintains CI/CD pipelines, Azure infrastructure, AKS environments, and Terraform-based Infrastructure as Code. Implements automation, monitoring, observability, security, vulnerability remediation, disaster recovery, and deployment strategies. Collaborates across engineering, QA, product, and operations teams to improve platform reliability, scalability, and delivery. Supports production deployments, incident response, release planning, documentation, and adoption of AI-powered engineering tools.
Top Skills:
ApmAzureAzure DevopsAzure Kubernetes Service (Aks)BashDockerGithub ActionsGitopsJavaJenkinsKubernetesLinuxPowershellPythonRumSplunkSpring BootTerraform
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Designs, deploys, manages, and supports SIEM platforms and log integrations. Responsibilities include creating detection rules and dashboards, investigating security incidents, threat hunting, security audits, compliance checks, system hardening, network defense, and SOC automation. The role collaborates with internal teams, customers, and vendors and participates in on-call support.
Top Skills:
ArcsightBeyondtrustCyberarkEncryptionLinuxMcafee EsmNessusPamQradarQualysSecurity AutomationSIEMSplunkSystem HardeningWindows
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Produce and analyze long-term care results accurately and on schedule, support MGCC leads with timely delivery, and communicate findings clearly through reporting templates, memoranda, reports, and presentations.
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
