Senior Executive-Workforce Management-WFM

DescriptionThe Assistant Vice President of Workforce Management is responsible for leading the end-to-end workforce planning and operational execution to ensure optimal resource allocation that meets service level agreements and business objectives. This role involves developing and implementing advanced forecasting models, creating efficient scheduling...

DescriptionMonitors and manages live operational performance across teams to ensure service level targets are met. Responsible for tracking real-time metrics such as call volume, agent availability, and adherence, and for making immediate adjustments to workforce allocation to optimize efficiency and customer experience.ResponsibilitiesIdentify opportunities...

DescriptionRegularly performs volume and performance analysis and proactively communicate possible impacts to businessSupports management with all necessary reports and planning models to facilitate the process of decision makingMonitors actual activities and compare it to plan and make recommendations for immediate changesStaff the appropriate number of...

DescriptionWe are seeking a highly organized and detail-oriented WFM Analyst to join our team. The ideal candidate will play a crucial role in optimizing intra-day management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.ResponsibilitiesEfficiently manage intra-day staffing and service level.Provide timely,...

DescriptionBasic FunctionsMonitors 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 serviceAdjusts the schedules accordingly based on the actual scenarios and...

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DescriptionNAResponsibilitiesGenerates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all timesCreates, maintains and updates...

DescriptionResponsible for intra-day management processes for operations located in Cebu/Iloilo, Philippines. To achieve business service level objectives efficiently. Create and manage reports for internal and external customers.ResponsibilitiesEfficiently manage intra-day staffing and service level thru effective planning and scheduling.Provide timely,...

Job Description: Responsible for intra-day management processes for operations located in Cebu/Iloilo, Philippines. To achieve business service level objectives efficiently. Create and manage reports for internal and external customers.Responsibilities: Efficiently manage intra-day staffing and service level thru effective planning and scheduling.Provide...

DescriptionEXL ServiceSr. Executive- WFMBasic 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...