About this role
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
Monitors and manages live operational performance across teams to ensure service level targets are met. Responsible for tracking real-time metrics such as call volume, agent availability, and adherence, and for making immediate adjustments to workforce allocation to optimize efficiency and customer experience.
• Identify opportunities for performance improvement and operational efficiency • Provide insights and recommendations for strategic decision making • Monitor and analyze real-time performance metrics and trends • Generate and distribute real-time reports • Collaborate with cross-functional teams to align strategies • Make data-driven recommendations to optimize process • Drive initiatives to enhance overall operational effectiveness • Implement and manage real-time adjustments to workflows as necessary • Continuously evaluate and improve real time monitoring process • Monitor and drive schedule adherence • Participate in regular team meetings • Efficiently manage intra-day staffing and service level • Communicate effectively with internal and external customers • Create real-time optimization of activities to meet service level targets • Perform other duties and assignments as directed
Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports. Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, Genesys, IEX CMS etc. Minimum of 3-year WFM-RTA experience in a call center inbound voice/outbound process. Skilled in creating Intraday Plans and delivering insights and strategies to enhance service performance.