Job Description

Job Category: Operations Support
:
Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency.
Responsibilities:

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.
• Balance staffing requirements with operational efficiency and financial goals.
• Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
• Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
• Maintain staff plans with capacity and working assumptions approved by operations.
• Recommend scheduling movements for optimal staffing.

Qualifications:
General Skills

• Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
• Strong critical thinking, problem-solving, and interpersonal skills.
• Ability to give and receive feedback effectively.
• Works independently with minimal supervision.
• Strong arithmetic, analytical, and problem-solving skills.
• Adaptable and able to multitask in a dynamic environment.
• Excellent verbal, written, and comprehension skills.

Technical Skills

• Highly proficient in Microsoft Excel.
• Ability to scrub, dissect, and shape data; create customized reports.
• Knowledge of WFM systems such as eWFM, Genesys, or similar.
• Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.

Work Experience

• Minimum 2 years hands-on experience in WFM within an inbound voice call center.
• At least 1 year of scheduling experience using tools such as eWFM, Blue Pumpkin/Impact 360, IEX, or similar.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
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.
About the Team: EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.

Skills Required