Senior Executive-Workforce Management-WFM @ EXL

Basic Functions  Generates schedules accordingly to meet the business requirements enabling superior customer service  Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing  Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses  Assist agents with basic troubleshooting and workarounds  Report and track all system issues and outages  Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data