Senior Executive - MIS-Workforce Management-WFM

EXL Service -
Pune, Maharashtra

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Job details

Full-time

Qualifications

Microsoft Excel
Call center
Inbound voice
Bachelor's degree

Full job description

Job Description: The WFM Executive plays a key role in managing business information systems and ensuring smooth data flow across departments. They are responsible for collecting, consolidating, and validating data from multiple sources, preparing daily/weekly/monthly reports, and creating dashboards to support management decision-making. The role also involves analyzing performance trends, identifying gaps or process improvements, and ensuring data accuracy in all reports. Additionally, the WFM Executive coordinates with different teams to understand reporting needs, automates repetitive tasks where possible, and maintains databases for efficiency and reliability.

Responsibilities: Essential Duties & Responsibilities:

Manage the scheduling/forecasting process of the program
Create agent schedules, IDPs and make necessary adjustments as necessary
Acts as backup for the WF Manager
Manage employee information changes inside WFO system
Communicate effectively with internal and external customers
Responsible for balancing staffing requirements with operational efficiencies and financial goals
Efficiently manage intra-day staffing and service level
Provide timely, accurate reports on intra-day performance
Monitor and drive schedule adherence
Perform other duties and assignments as directed

Minimum Work Experience:

Minimum of 2-year WFM experience in a call center inbound voice process

- 1+ year of Scheduling/Forecasting experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.

Skills Requirements:

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
Ability to work independently with minimal supervision
Must demonstrate sound arithmetic, analytical and problem solving ability.
Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
Excellent verbal, written and comprehension skills
Ability to scrub, dissect and shape data, create customized reports.
Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.
Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.

Qualifications: Graduate is any stream

Minimum of 3-year experience of data handling in a call center WFM & RTA

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