EXL—Sr. Analyst - WFM RTA

Job description

Description: 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