Executives

EXL Service

  • Gurgaon, Haryana
  • Permanent
  • Full-time
  • 1 month ago
Job Description:The key responsibilities of this role will beRole: WFM Reporting Analyst - 2 Position (A1)Qualification – Minimum bachelor's degree (Business Administration, Statistics will be added advantage )Other Requirements
  • 1-3 years of prior experience
  • Strong analytical skills and proficiency
  • 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:
  • MS-Excel
Following will be added advantage:
  • Working knowledge of IQD & Power BI
  • WFM Tools / Apps - IEX, Avaya CMS, Amazon Connect (AWS) & EGain
  • ERLANG methodology
Shift: Night shifts (20:00 – 08:00 IST x Mon-Sun)Week Offs: 2 Split Offs per week (no fixed off)Roles & ResponsibilitiesBasis 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.
  • Facilitate cross-departmental communication on operational issues.
  • 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 Collaboration toolsCTC (INR):
  • Min CTC 2,50,000; Max CTC 4,50,000

EXL Service