Senior Executive-Workforce Management-WFM
EXL
Date: 14 hours ago
                            City: Cebu City
                                                        Contract type: Full time
                                                     
                                                
                            Essential Functions- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
                    - Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
- Maintains confidentiality relative to the organizational strategies, objectives and practices
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