Assistant Manager - WFM-Workforce Management-WFM Job in EXL Service

Assistant Manager Wfm Workforce Management Wfm

ZA, South Africa

https://www.mncjobs.co.za/company/exl-service

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.

Responsibilities: 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.

Qualifications: Work Experience Requirements

2+ year of hands-on experience in WFM in a call center inbound voice process
1+ year of Scheduling experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, IEX or any other WFM platform.