Executives at EXL Talent Acquisition Team

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

450000.0

Posted On

04 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

WFM Processes, IEX, Avaya CMS, Amazon Connect, AWS, Egain, Erlang Methodology, MS-Excel, IQD, Power BI, Data Analysis, Reporting, Staffing Optimization, Communication Skills, Detail Oriented

Industry

Business Consulting and Services

Description

The key responsibilities of this role will be Role: WFM Reporting Analyst - 3 Position Qualification – Minimum bachelor's degree (Business Administration, Statistics will be added advantage ) Other Requirements Min 3 years of prior experience of WFM functions Strong analytical skills and proficiency in WFM Processes, The ability to thrive in a fast-paced environment and manage multiple priorities effectively. Must have excellent written and verbal communication skills and detail oriented. Must have excellent knowledge of: WFM Tools / Apps - IEX, Avaya CMS, Amazon Connect (AWS) & EGain ERLANG methodology MS-Excel Following will be added advantage: Working knowledge of IQD & Power BI Shift: Night shifts (20:00 – 08:00 IST x Mon-Sun) Week Offs: 2 Split Offs per week (no fixed off) Roles & Responsibilities Basis available online real time reports from various sources: Monitor and maintain service levels and key metrics in real-time. Create, adjust, and manage agent schedules to optimize coverage. Make real-time staffing adjustments to meet service level goals. Generate and distribute real-time performance reports to stakeholders. Identify and resolve operational issues impacting service delivery promptly. Analyze historical data to forecast staffing needs accurately. Facilitate cross-departmental communication on operational issues. Train and support agents on scheduling tools and adherence. Recommend and implement operational improvements based on analysis. Ensure adherence to company laid out policies and procedures. * Most of the reporting is being done using MS Excel & Other MS office 365 tools including Power BI, SharePoint & Collaboration tools CTC (INR): Min CTC 3,50,000; Max CTC 4,50,000 EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

Responsibilities

Monitor and maintain service levels and key metrics in real-time while managing agent schedules to optimize coverage. Generate performance reports and analyze historical data to forecast staffing needs accurately.