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    Senior Executive EXL/SE/1006281 - noida, India - exl

    exl
    exl noida, India

    14 hours ago

    EXL background
    Description

    Job Description

    Position Title, Responsibility Level

    Real-Time Analyst

    Function

    Workforce Management

    Reports to

    WFM Manager

    Permanent/ Temporary

    Permanent

    Span of Control

    Location

    India

    Basic Functions

    Responsible for intra-day management processes for operations located in Cebu 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, CMS etc.
  • Work Experience Requirements

  • Minimum of 2-year WFM experience in a call center inbound voice process.
  • Acknowledgement (acknowledge that the information contained in this document is factual and complete)



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