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EXL
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Senior Executive

Senior Executive

EXL

3 years

0 Lacs

Gurgaon Haryana India

Posted:1 day ago| Platform:

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Skills Required

reporting statistics communication cms connect aws erlang excel power reports service metrics staffing resolve analyze data forecast support scheduling analysis sharepoint collaboration

Work Mode

On-site

Job Type

Full Time

Job 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

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