Senior Executive-Workforce Management-WFM

2 days ago

Makati City, National Capital Region, Philippines ExlService Holdings, Inc. Full time $60,000 - $80,000 per year

Job Description

Key Responsibilities/Deliverables

  • Continuously monitor operational metrics, including service levels, call volumes, and staffing adherence
  • Identify and respond to real-time deviations from planned schedules, such as absences, high call volumes, or unexpected changes in demand
  • Make real-time adjustments to schedules and staffing levels to address short-term operational needs
  • Coordinate with WFM Schedulers and team leaders to deploy additional resources or adjust shift patterns as necessary
  • Analyze live data from workforce management systems to assess performance against targets and KPIs
  • Utilize dashboards and reporting tools to track real-time metrics and identify trends or issues
  • Communicate real-time issues and staffing requirements to relevant stakeholders, including team leads, supervisors, and Business leaders
  • Provide timely updates and recommendations to ensure that service levels and operational efficiency are maintained
  • Quickly address and resolve real-time issues related to staffing, scheduling, or operational performance
  • Develop and implement solutions to minimize disruptions and optimize workforce performance
  • Prepare and present real-time performance reports and summaries to management, highlighting key issues and actions taken
  • Document incidents and resolutions to support continuous improvement and future planning

Responsibilities

Skills

  • Strong analytical and problem-solving skills with the ability to interpret real-time data and make quick decisions
  • Proficiency in workforce management software, reporting tools, and Microsoft Office Suite (Excel, PowerPoint, Word)
  • Excellent communication and interpersonal skills, with the ability to convey complex information clearly
  • Ability to work under pressure and adapt to rapidly changing conditions
  • Strong attention to detail and accuracy in data analysis and reporting

Qualifications

  • Experience with workforce management systems and real-time monitoring tools is preferred

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