Assistant Manager Wfm Workforce Management Wfm
South Africa, South Africa
Job Description
:
- 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.
- Create agent schedules, IDPs and make necessary adjustments as necessary depending on the need.
- Manage the scheduling process of the program. Maintain schedules with optimized & pre-plotted breaks and offline activities.
- Manage employee information changes inside the Workforce Management System.
- Communicate effectively with internal and external customers.
- Responsible for balancing staffing requirements with operational efficiencies and financial goals.
- Plot mid-term to long term staffing plan including recommendation of new hire classes based on future need.
- Review Volume, AHT, Shrinkage and Occupancy assumptions vs. Actuals to be incorporated in the staff plan and discuss with internal and external clients.
Work Experience Requirements
- 2+ year of hands-on experience in WFM in a call center inbound voice process
About Us:
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 .
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.
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Job Detail
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Job IdJD1532390
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSouth Africa, South Africa
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EducationNot mentioned